Last Updated: 2024-02-23
We want you to be completely happy with your purchase. If you are not entirely satisfied, you can return the product(s) to us and we will either repair/replace it, and refund you or credit your account, subject to the below terms.
This Policy forms part of the PiShop Terms and Conditions, words, acronyms and terms of speach defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
1. Logging returns
1.1 All Return Requests must be logged online on our website by the customer at https://forms.gle/y7zKe5Rdx8u2xih5A as soon as can reasonably be expected after an issue has been suspected, identified or reported.
1.2 Each type of return has its own applicable validity period from the time of delivery or collection, any Return Requests logged after this validity period will unfortunately not be considered valid and will be declined.
1.3 All Return Requests will be assessed by the PiShop support team for validity and correctness, failure to provide the required information could delay the processing of your request, result in processing fees or result in its decline altogether.
1.4 A Return Requests will only be considered valid once it has been assessed by a member the PiShop support team and you have received formal confirmation of the Approval of your request.
2. Preparing your products for a return
2.1 To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
2.1.1 package your products safely and securely for protection during transit;
2.1.2 clearly mark your return reference number on the outside of the parcel; and
2.1.3 include all accessories and parts that were sold with the product.
2.2 Failure to adhere to any of these requirements could delay the processing of your request, result in processing fees or result in its decline altogether.
3. Types of returns
3.1. Unwanted products
3.1.1 You can return unwanted product(s) to us (in compliance with the Electronic Communications and Transactions Act 25 of 2002) at no charge, provided:
3.1.1.1 the product(s) are undamaged and unused, with the original labels and stickers still attached;
3.1.1.2 the product(s) are in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
3.1.1.3 the product(s) are not missing any accessories or parts;
3.1.1.4 you log a Return Request on our Website within 14 calendar days of delivery to you or collection by you of the unwanted product(s).
3.1.1.5 it is not a product which has been personalised for you or made to your specifications;
3.1.2 You will be expected to return the product(s) to us at your own cost (including all shipping, duties and fees as applicable).
3.1.3 The product(s) must be returned to us within 21 calendar days of the approval of your Return Request.
3.1.4 Once we have inspected the product(s) and validated your return, we will credit your account with the purchase price of the product(s) (or refund you, as per section 7 of this agreement, if that is your preference); This process can take up to 21 calendar days after receipt of the product(s).
3.2. Not what you ordered
3.2.1 You can return product(s) that have been incorrectly delivery to you, (collections are excluded as customers have the ability to confirm correctness at the time of collection), to us (in compliance with the Consumer Protection Act 68 of 2008) at no charge, provided:
3.2.1.1 the product(s) are undamaged and unused, with the original labels and stickers still attached;
3.2.1.2 the product(s) are in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
3.2.1.3 the product(s) are not missing any accessories or parts;
3.2.1.4 you log a Return Request on our Website within 14 calendar days of delivery to you or collection by you of the incorrect product(s).
3.2.2 For South African customers who received the product(s) via courier; We will collect the product(s) from you at our own cost.
3.2.3 For South African customers who collected the product(s); You will be expected to return the product(s) to us at your own cost (including all shipping, duties and fees as applicable).
3.2.4 For Non-South African customers; You will be expected to return the product(s) to us at your own cost (including all shipping, duties and fees as applicable).
3.2.5 The product(s) must be returned to us within 21 calendar days of the approval of your Return Request.
3.2.6 Once we have inspected the product(s) and validated your return, we will ship the correct product(s) as soon as possible (provided that we have the correct product(s) in stock) or credit your account with the purchase price of the product(s) (or refund you if that is your preference); This process can take up to 21 calendar days after receipt of the product(s).
3.3. The product is not as described
3.3.1 You can return any product(s) that are unsuitable for the purpose for which you bought them, to us (in compliance with the Consumer Protection Act 68 of 2008) at no charge, provided:
3.3.1.1 the product(s) are undamaged, with the original labels and stickers still attached;
3.3.1.2 the product(s) are not missing any accessories or parts;
3.3.1.3 you log a Return Request on our the Website within 14 calendar days of delivery to you or collection by you of the unsuitable product(s).
3.3.2 For South African customers who received the product(s) via courier; We will collect the product(s) from you at our own cost.
3.3.3 For South African customers who collected the product(s); You will be expected to return the product(s) to us at your own cost (including all shipping, duties and fees as applicable).
3.3.4 For Non-South African customers; You will be expected to return the product(s) to us at your own cost (including all shipping, duties and fees as applicable).
3.3.5 The product(s) must be returned to us within 21 calendar days of the approval of your Return Request.
3.3.6 We reserve the right to request details on how or why the product(s) do/does not match its description or does not perform as advertised.
3.3.7 Once we have inspected the product(s) and validated your return, we will credit your account with the purchase price of the product(s) (or refund you if that is your preference); This process can take up to 21 calendar days after receipt of the product(s).
3.3.8 In no event will the original shipping charges be refunded or applied as store credit if the original shipment has been completed and delivery has been signed for.
3.4. Products damaged on delivery
3.4.1 You can return any damaged product(s), or product(s) which are missing any accessories or parts which have been delivered to you, to us (in compliance with the Consumer Protection Act 68 of 2008) at no charge, provided:
3.4.1.1 the product(s) are damaged, or
3.4.1.2 the product(s) are missing any accessories or parts;
3.4.1.3 you log a Return Request on our Website within 3 calendar days of delivery to you of the damaged product(s) / product(s) missing accessories or parts.
3.4.2 For South African customers who received the product(s) via courier; We will collect the product(s) from you at our own cost.
3.4.3 For South African customers who collected the product(s); You will be expected to return the product(s) to us at your own cost (including all shipping, duties and fees as applicable).
3.4.4 For Non-South African customers; You will be expected to return the product(s) to us at your own cost (including all shipping, duties and fees as applicable).
3.4.5 The product(s) must be returned to us within 21 calendar days of the approval of your Return Request.
3.4.6 Once we have inspected the product(s) and validated your return, we will at your choice repair or replace the product(s) as soon as possible (if such repair is possible / we have the same product(s) in stock to use as replacement) or credit your account with the purchase price of the product(s) (or refund you if that is your preference); This process can take up to 21 calendar days after receipt of the product(s).
3.4.7 In no event will the original shipping charges be refunded or applied as store credit if the original shipment has been completed and delivery has been signed for.
3.4.8 We reserve the right, in the event that the returned product(s) are found to be undamaged, to recover the cost of shipping of the existing, new or replacement product(s) from the customer.
3.5. Defective products
3.5.1 A defect is defined as a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
3.5.2 You can return any defective product(s), to us (in compliance with the Consumer Protection Act 68 of 2008) at no charge, provided:
3.5.2.1 you log a Return Request on our the Website within 6 calendar months of delivery to you or collection by you of the defective product(s).
3.5.3 The following will not be regarded as defects and will not entitle you to a return under this section:
3.5.3.1 faults resulting from normal wear and tear;
3.5.3.2 damage arising from negligence, user abuse or incorrect usage of the product(s);
3.5.3.3 damage arising from electrical surges or sea air corrosion;
3.5.3.4 damage arising from a failure to adequately care for the product(s);
3.5.3.5 where any unauthorized alterations to the product(s) have been made;
3.5.3.6 where the specifications of the product(s), although accurately described on the Website and generally fit for its intended purpose, do not suit you.
3.5.4 For South African customers who received the product(s) via courier; We will collect the product(s) from you at our own cost.
3.5.5 For South African customers who collected the product(s); You will be expected to return the product(s) to us at your own cost (including all shipping, duties and fees as applicable).
3.5.6 For Non-South African customers; You will be expected to return the product(s) to us at your own cost (including all shipping, duties and fees as applicable).
3.5.7 The product(s) must be returned to us within 21 calendar days of the approval of your Return Request.
3.5.8 Once we have inspected the product(s) and validated your return, we will at your choice (for South African customers) repair or replace the product(s) as soon as possible (if such repair is possible / we have the same product(s) in stock to use as replacement) or (for all customers) credit your account with the purchase price of the product(s) (or refund you if that is your preference); This process can take up to 21 calendar days after receipt of the product(s).
3.5.9 In no event will the original shipping charges be refunded or applied as store credit if the original shipment has been completed and delivery has been signed for.
3.5.10 We reserve the right, in the event that the returned product(s) are found to be undamaged, to recover the cost of shipping of the existing, new or replacement product(s) from the customer.
4. Types of warranties
4.1. Standard warranty
4.1.1 If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below).
4.1.2 You can do so by logging a Return Request on our Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product(s) and validated your return, we will at your choice repair or replace the product(s) as soon as possible (if such repair is possible / we have the same product(s) in stock to use as replacement) or credit your account with the purchase price of the product(s) (or refund you if that is your preference); This process can take up to 21 calendar days after receipt of the product(s).
4.1.3 Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.
4.2. Extended supplier warranty (stipulated on product page)
4.2.1 A product may have a supplier warranty that extends beyond the 6 month Standard warranty. If such a product turns out to be defective more than 6 months after delivery / collection (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.
4.2.2 You can do so by logging a Return Request on our Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product(s) and validated your return, we will facilitate your return of the product to the supplier at no charge;
4.2.3 Unfortunately we cannot facilitate returns that fall outside of the extended supplier warranty period.
4.2.4 Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.
4.2.5 It is also important to note that it will be in the supplier or manufacturer's discretion what remedy it can offer you. PiShop is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer.
4.3. Direct warranty (stipulated on product page)
4.3.1 A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through PiShop.
4.3.2 If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer's contact details. Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further;
4.4. PiShop warranty
4.4.1 Unless specified in writing along with your product purchased directly from PiShop all PiShop manufactured goods carry absolutely no additional manufacturer warranty or guarantee agreement and only the standard warranty will apply.
5. Shipping and services
6. Gift vouchers and coupons
6.1 There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. R100 off ("Fixed Coupon"), and a Coupon with a percentage discount, e.g. 10% off ("Percentage Coupon").
6.2 Where you have used a Fixed Coupon to pay for an order, and you or PiShop later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. PiShop may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
6.3 Where you have used a Percentage Coupon to pay for an order, and you or PiShop later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. PiShop may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).
6.4 Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.
7. Charges and refunds
7.1 If you return a product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return, or only to repair/replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.
7.2 If you return a product that does not comply with this Policy, you may be liable to reimburse PiShop for the cost of collecting the product from you and the cost of having the product returned to you.
7.3 Please note that we only issue refunds via Electronic Fund Transfer (EFT) into South African Bank Accounts.
7.4 In the event that a customer does not have a South African Bank Account, a refund will be issued as store credit.