Refund, Returns & Shipping Overview

Professional customer policy for products, services, returns, warranties and deliveries

Effective Date: 26 September 2026
Website: www.opct.co.za
Email: info@opct.co.za
Address: 639 Rubenstein Drive, Moreleta Park, Pretoria, South Africa

1. PURPOSE

This Refund, Returns & Shipping Policy explains the conditions applicable to products and services purchased from OPCT IT Partners (“OPCT”, “we”, “us” or “our”).

We are committed to fair business practices and to complying with applicable South African consumer legislation, including the Consumer Protection Act 68 of 2008 (CPA) and, where applicable, the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Nothing in this policy is intended to remove or restrict any statutory rights available to a consumer.

2. PRODUCTS COVERED

This policy applies, where relevant, to products supplied by OPCT, including:

• Desktop computers and laptops
• Servers and storage equipment
• Networking equipment
• Routers, switches and Wi-Fi equipment
• Firewalls and security appliances
• Computer components and upgrades
• SSDs, hard drives and memory
• Monitors and peripherals
• UPS and power equipment
• CCTV and security equipment
• VoIP equipment
• Fibre and connectivity hardware
• Software and software licences
• Microsoft and cloud products
• Custom-built computers and servers
• Special-order equipment
• Refurbished or pre-owned equipment
• Other IT hardware and accessories

RETURNS & REFUNDS

3. DEFECTIVE GOODS

In accordance with the Consumer Protection Act, goods supplied by OPCT must be reasonably suitable for their intended purpose, of good quality, in good working order and free from defects.

Where goods become defective or fail to meet the required standards within six months from delivery, the consumer may, where the CPA applies, return the goods to OPCT and exercise the remedies available under the CPA, which may include:

• Repair
• Replacement
• Refund

OPCT may inspect and test returned equipment to verify the reported fault and determine whether the problem constitutes a product defect.

A manufacturer’s or supplier’s warranty that extends beyond six months remains subject to the applicable manufacturer’s or supplier’s warranty conditions.

4. GOODS PREVIOUSLY REPAIRED

Where OPCT or the applicable supplier repairs defective goods under the CPA and, within the period prescribed by law after that repair:

• The same defect has not been remedied
• A further failure, defect or unsafe feature develops

the customer will have the rights and remedies provided by applicable consumer legislation.

5. DAMAGE NOT COVERED AS A PRODUCT DEFECT

Unless otherwise required by law, warranties and defect-related returns do not normally cover damage caused by:

• Accidental or physical damage
• Liquid damage
• Fire or heat damage
• Lightning or electrical surges
• Load-shedding related electrical damage
• Incorrect voltage or power supply
• Negligence or misuse
• Improper installation by third parties
• Unauthorised repairs or modifications
• Malware, viruses or malicious software
• Operating-system corruption
• Normal wear and tear
• Broken screens caused after delivery
• Impact or drop damage
• Environmental damage
• Failure to follow manufacturer instructions
• Removal or alteration of serial numbers or warranty labels

These exclusions do not override rights that cannot legally be excluded.

6. CHANGE-OF-MIND RETURNS

For purchases where no statutory cooling-off right applies, OPCT is not automatically required to accept a return simply because a customer:

• Changed their mind
• No longer requires the product
• Purchased an incorrect product despite receiving accurate information
• Found the product cheaper elsewhere
• Decided that they prefer another product

OPCT may nevertheless agree to a change-of-mind return at its discretion.

Where OPCT voluntarily accepts such a return, the product must normally:

• Be unused
• Be undamaged
• Be complete
• Contain all accessories, manuals and packaging
• Have no missing components
• Have intact manufacturer seals where applicable
• Be suitable for resale as new

Reasonable handling, repackaging or restoration charges may apply where legally permitted.

7. ONLINE PURCHASES AND COOLING-OFF RIGHTS

Where an online or other electronic transaction qualifies for the cooling-off provisions of the Electronic Communications and Transactions Act, the customer may have the right to cancel the transaction without reason within the applicable statutory period.

For qualifying goods, this is generally seven days after receipt of the goods.

Where this statutory cooling-off right applies:

• The customer may cancel without penalty
• The direct cost of returning the goods may be for the customer’s account
• Refunds will be processed in accordance with the time periods required by applicable law

Certain transactions and products are excluded from the ECTA cooling-off provisions.

8. SOFTWARE, LICENCES & DIGITAL PRODUCTS

Due to the nature of digital products, software and licensing, change-of-mind returns may not be accepted, where permitted by law, once:

• A software licence has been activated
• A licence key has been disclosed or issued
• Software has been downloaded
• Software packaging or security seals have been opened
• A Microsoft 365 or other cloud subscription has been provisioned
• An ESET or other security licence has been activated
• A domain name has been registered
• Hosting has been provisioned
• A cloud service has been activated
• A third-party licence has been purchased specifically for the customer

Manufacturer, distributor or software-vendor terms may also apply.

This clause does not remove any rights a customer may have where software or digital products are defective, incorrectly supplied or materially misrepresented.

9. SPECIAL-ORDER PRODUCTS

Products sourced specifically for a customer, custom configured, specially imported or ordered according to the customer’s specifications may not be returnable for change-of-mind purposes where permitted by law.

Examples include:

• Special-order servers
• Specialised networking equipment
• Custom workstation components
• Custom gaming PCs
• Specially configured laptops
• Non-standard storage equipment
• Ordered-on-request replacement parts
• Specialised CCTV equipment
• Customer-specific licences

Customers will be advised where an order is considered a special order.

Statutory rights relating to defective goods remain unaffected.

10. CUSTOM-BUILT COMPUTERS & SERVERS

Custom-built systems are assembled according to the customer’s approved requirements.

Once assembly or customisation has commenced, change-of-mind cancellation may be restricted where permitted by law.

Individual components remain subject to applicable statutory and manufacturer warranties.

OPCT will assist in diagnosing component failures and processing valid warranty claims.

11. DATA RECOVERY SERVICES

Data recovery is a specialised technical service and results cannot be guaranteed unless specifically agreed in writing.

Once authorised data-recovery work has commenced, charges relating to work already performed, specialised resources used, recovery attempts undertaken or third-party services incurred may be non-refundable where legally permissible.

A successful recovery does not necessarily mean that every file will be recoverable or undamaged.

Customers remain responsible for reviewing recovered data where practical before final acceptance.

12. IT SERVICES, LABOUR & TECHNICAL WORK

Payments for services already completed are generally not refundable merely because the customer subsequently decides that the service is no longer required.

This may include:

• Technical labour
• Remote support
• On-site support
• Diagnostics
• Configuration
• Installation
• Migration services
• Network configuration
• Cybersecurity services
• Microsoft 365 work
• Server configuration
• Cloud configuration
• Data recovery
• Website work
• Hosting setup
• Consulting and professional services

Where a service has not been performed with the quality reasonably expected under applicable law, OPCT will address the matter in accordance with the customer’s statutory rights.

SHIPPING & DELIVERY

13. DELIVERY AREAS

OPCT may deliver products throughout South Africa using its own delivery arrangements or recognised third-party courier services.

Delivery availability, charges and estimated delivery times may depend on:

• Destination
• Product size and weight
• Stock availability
• Supplier availability
• Courier service availability
• Whether the item is specially ordered

Certain remote or outlying locations may attract additional courier charges.

14. SHIPPING COSTS

Shipping charges will be communicated before an order is finalised or displayed as part of the applicable quotation, invoice or online order.

Shipping charges may vary depending on:

• Destination
• Package dimensions
• Package weight
• Insurance requirements
• Urgency
• Courier selected
• Special handling requirements

Free delivery applies only where expressly stated by OPCT.

15. DELIVERY TIMES

Estimated dispatch and delivery times are provided in good faith.

Delivery times may vary according to product availability and courier operations.

Where a specific delivery period has been agreed with the customer, OPCT will make reasonable efforts to deliver within that period and will comply with applicable statutory delivery obligations.

OPCT will advise customers where we become aware of a material delay.

16. OUT-OF-STOCK PRODUCTS

If a product becomes unavailable after an order has been placed, OPCT may offer the customer:

• An equivalent replacement product
• An upgraded alternative at an agreed price
• The option to wait for stock
• A refund where applicable

No substitution will be made without the customer’s agreement where the replacement materially differs from the product ordered.

17. DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address.

OPCT will not be responsible for delays caused by incorrect or incomplete delivery information supplied by the customer, subject to applicable law.

Additional courier charges caused by an incorrect delivery address may be charged to the customer where reasonable and legally permissible.

18. RECEIVING DELIVERIES

Customers should inspect packages as soon as reasonably possible after delivery.

If a parcel appears visibly damaged, customers should, where possible:

• Note the damage with the courier
• Take photographs of the package
• Take photographs of the product
• Keep all packaging material
• Contact OPCT as soon as possible

We recommend reporting courier damage within 48 hours to assist us in lodging a courier claim.

The 48-hour notification request does not remove statutory consumer rights that may apply beyond that period.

19. INCORRECT PRODUCTS

If OPCT supplies an incorrect product, customers should contact us promptly.

Once verified, OPCT will arrange the appropriate correction, which may include:

• Collection of the incorrect product
• Delivery of the correct product
• Replacement
• Refund where appropriate

Where OPCT or its appointed courier caused the error, reasonable return-shipping costs will not be charged to the customer.

20. LOST OR DAMAGED COURIER SHIPMENTS

Where OPCT arranges the courier, OPCT will assist with claims involving goods lost or damaged while in transit.

Customers must reasonably cooperate with any investigation and may be asked to provide:

• Photographs
• Packaging
• Serial numbers
• Delivery documentation
• Other relevant information

Where the customer independently appoints and pays their own courier, responsibility for pursuing a courier claim may rest with the customer, subject to applicable law and the circumstances of the transaction.

RETURN PROCEDURE

21. REQUESTING A RETURN

Before returning a product, please contact OPCT and provide:

• Customer name
• Invoice or order number
• Product description
• Serial number where applicable
• Reason for return
• Description of the fault, where applicable
• Photographs where relevant

OPCT may provide return instructions or a return reference number.

Products should not be sent without sufficient identifying information.

22. RETURNING EQUIPMENT

Returned equipment should, where reasonably possible, include:

• Original product
• Power adapters
• Cables
• Accessories
• Manuals
• Packaging
• Included components
• Proof of purchase

Customers should package equipment securely to prevent further damage in transit.

23. INSPECTION & TESTING

Returned products may be inspected and tested before a return or warranty claim is finalised.

Testing may include:

• Hardware diagnostics
• Manufacturer diagnostics
• Serial-number verification
• Physical-damage inspection
• Warranty-status verification
• Testing of reported faults

Inspection does not remove or delay statutory remedies beyond what is reasonably necessary to establish the nature and cause of the reported fault.

24. REFUND METHOD

Approved refunds will normally be made using the original payment method where reasonably possible.

OPCT may request proof of banking details where an EFT refund is required.

For security purposes, refunds will generally only be made to the person or entity that made the original payment unless otherwise authorised and verified.

25. REFUND PROCESSING TIMES

OPCT aims to process approved refunds as promptly as reasonably possible.

Where the Electronic Communications and Transactions Act or another law specifies a refund period, OPCT will process the refund within the legally prescribed period.

Depending on the payment method and banking institution, additional banking processing time may occur after OPCT has released the refund.

26. SHIPPING COSTS ON RETURNS

Responsibility for return shipping depends on the reason for the return.

Where a product is validly returned because it is defective, unsafe, incorrectly supplied or otherwise returnable at OPCT’s risk and expense under applicable law, OPCT will bear the applicable return costs.

Where a customer exercises a statutory online cooling-off right, the customer may be responsible for the direct cost of returning the product where permitted by law.

Where OPCT voluntarily accepts a change-of-mind return outside a statutory return right, return shipping will normally be for the customer’s account.

27. MANUFACTURER WARRANTIES

Certain products are covered by manufacturer or distributor warranties exceeding the minimum rights provided by law.

Such warranties may require products to be:

• Tested by an authorised service centre
• Returned to the distributor
• Registered with the manufacturer
• Submitted through a specific warranty process

OPCT will provide reasonable assistance where appropriate, but manufacturer warranty conditions may apply in addition to this policy.

28. REFURBISHED & PRE-OWNED EQUIPMENT

Where OPCT sells refurbished, demonstration or pre-owned products, the condition of the product will be disclosed to the customer.

Reasonable signs of prior use that were disclosed before purchase will not in themselves constitute defects.

Any applicable statutory consumer rights remain unaffected.

29. CUSTOMER DATA

Customers are responsible for maintaining appropriate backups of their data before equipment is submitted for:

• Repair
• Replacement
• Warranty assessment
• Upgrade
• Reinstallation
• Data migration
• Return

Where reasonably possible, OPCT will take care when handling customer equipment, but customers should never rely on the device submitted for service as the only copy of important data.

Separate data-recovery terms may apply to data-recovery services.

30. FRAUD & ABUSE

OPCT reserves the right to investigate suspected:

• Fraudulent returns
• Serial-number manipulation
• Component swapping
• Warranty tampering
• False damage claims
• Software licence abuse
• Other misuse of the returns process

This provision will not be used to deny a legitimate consumer claim.

31. CONSUMER RIGHTS

This policy must be interpreted together with applicable South African law.

Nothing in this policy is intended to exclude, waive or limit any consumer right that cannot legally be excluded, waived or limited.

If any part of this policy conflicts with mandatory consumer legislation, the applicable legislation will take precedence.

32. CONTACT OPCT

For returns, refunds, warranty claims or delivery enquiries, contact:

OPCT IT Partners
639 Rubenstein Drive
Moreleta Park
Pretoria
South Africa
Email: info@opct.co.za
Website: www.opct.co.za

Please include your invoice or order number when contacting us regarding a purchase.

OPCT IT Partners
Bespoke IT Solutions
Supply • Support • Maintain