1. Scope

This Policy applies to products purchased from the G-YEZA Online Store. Different rules apply to voluntary change-of-mind returns, statutory cooling-off, incorrect or damaged deliveries, defective goods, manufacturer warranties, special orders and digital products.

2. Three-day voluntary return process

A customer may request a voluntary return of an eligible non-defective physical product within three calendar days after receiving it.

To qualify, the customer must obtain return authorisation, return the product in materially complete condition and include all supplied accessories, documentation and items. The product must not have been damaged, registered, permanently installed, materially used or altered beyond what was reasonably necessary to inspect it.

The customer is normally responsible for the direct return cost of a voluntary non-defective return. A lawful deduction may be made for actual use, missing items, damage or necessary restoration that has reduced the product’s value, but not merely because packaging had to be opened to inspect the product.

Special-order, custom-configured, personalised, hygiene-sensitive and certain sealed software products may be excluded from the voluntary process where permitted by law and properly disclosed before purchase.

3. Electronic transaction cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act applies, a qualifying natural-person consumer may cancel an electronic transaction for goods without reason and without penalty within seven days after receiving the goods. The consumer may be responsible for the direct cost of returning the goods.

Statutory exceptions may apply, including to customised or personalised goods, goods that cannot by their nature be returned, services started with the consumer’s consent during the cooling-off period, and computer software unsealed by the consumer.

A refund due under the statutory cooling-off right must be made within the period required by law. G-YEZA’s ordinary operational target is to submit an approved refund within seven business days, which does not extend any shorter mandatory obligation and remains subject to payment-provider processing time.

4. Defective, unsafe or unsuitable goods

Qualifying consumers have the right to receive goods that are reasonably suitable for their intended purpose, of good quality, in good working order, free of defects and durable for a reasonable period, having regard to the product and circumstances.

Within six months after delivery, a qualifying consumer may return goods that fail to meet the applicable statutory standard without penalty and at the supplier’s risk and expense. Subject to the Consumer Protection Act, the consumer may direct G-YEZA to repair or replace the goods, or refund the price paid.

If goods are repaired and, within three months after the repair, the defect is not remedied or a further defect is discovered, the customer may be entitled to replacement or refund under the Consumer Protection Act.

Rights may differ for juristic-person customers outside the CPA threshold or transactions excluded from the CPA. Contractual and manufacturer warranty rights may still apply.

5. Return authorisation process

Send the request to helpdesk@g-yeza.co.za. Use a clear subject such as RETURN REQUEST – ORDER [NUMBER].

Provide:

• order number and customer details;
• product name, model and serial number where applicable;
• reason for the return and requested remedy;
• photographs or video where reasonably useful;
• troubleshooting already completed;
• collection address and contact person.

Do not send a product before receiving return instructions. Unauthorised returns may be delayed or redirected.

6. Inspection and testing

Returned products are inspected by a G-YEZA technician at the Durban office. Testing will be completed as soon as reasonably practicable, taking account of the product, fault, technical requirements and whether external assessment is necessary.

G-YEZA may refer the product to a distributor, manufacturer or authorised repair agent. The customer will be informed if external testing is necessary or if the assessment is likely to take longer than expected.

The inspection determines the condition and likely cause of the issue; it does not remove the customer’s statutory rights or make the technician’s decision immune from review.

7. Repairs, replacements, exchanges and refunds

The available remedy depends on the legal basis of the return:

Where replacement stock is unavailable, the customer may be offered an alternative only with informed agreement. Otherwise an appropriate refund will be processed.

8. Return and collection costs

G-YEZA will bear or reimburse reasonable return costs where required by law, including for verified defective, incorrect, misdescribed or transit-damaged goods.

The customer may bear the direct return cost of a voluntary change-of-mind return or an unsubstantiated claim, subject to applicable law. G-YEZA will not impose return costs in a way that unlawfully discourages a valid statutory claim.

9. Manufacturer and product warranties

Warranty periods vary by product and may be stated on the product page, quotation, invoice, packaging or manufacturer documentation.

A manufacturer warranty is additional to, and does not replace, non-excludable rights against G-YEZA as retailer. G-YEZA may administer the claim through the distributor, manufacturer or authorised repair agent.

Serial numbers and proof of purchase may be required. Customers should retain accessories, warranty documents and packaging where reasonably possible, but missing packaging alone will not automatically defeat a valid statutory defect claim.

10. Customer-caused damage and warranty exclusions

A warranty or return claim may be declined to the extent that the failure was caused by:

• misuse, abuse, neglect or accidental damage;
• liquid exposure, fire, impact or unauthorised physical alteration;
• power surge or unsuitable electrical supply not caused by a product defect;
• incorrect installation or use outside manufacturer specifications;
• unauthorised repair, modification or removal of serial numbers;
• malware, unsupported software, incompatible third-party equipment or customer configuration;
• ordinary wear and tear.

An exclusion will be applied only where the excluded event caused or materially contributed to the issue.

11. Opened packaging

Opening packaging does not automatically remove statutory rights. For a voluntary non-defective return, however, G-YEZA may consider whether the product was handled beyond reasonable inspection and whether packaging or product damage has caused an actual reduction in value.

Sealed computer software that has been unsealed may fall within a statutory cooling-off exception. Defective, invalid or misdescribed software remains subject to applicable rights.

12. Dead-on-arrival, damaged, missing or incorrect deliveries

Please report visible transit damage, missing items, an incorrect item or a product that is dead on arrival within three calendar days where reasonably possible. This early-reporting request helps preserve evidence and speed up resolution, but does not extinguish longer statutory rights.

Email helpdesk@g-yeza.co.za with photographs, packaging details, order number and a description of the issue. Keep the packaging and all supplied items until instructed otherwise.

13. Refurbished, open-box and clearance products

These products are sold in the condition disclosed before purchase. Known cosmetic damage, missing accessories, battery limitations and reduced warranty periods should be stated in the listing or quotation.

“Sold as is” means that the customer accepts properly disclosed conditions. It does not exclude liability for an undisclosed defect or remove a right that cannot lawfully be excluded.

14. Digital products and software licences

Delivered, revealed, downloaded, registered or activated licence keys are not ordinarily eligible for a voluntary return because their value cannot reliably be restored after disclosure.

This limitation does not apply to an invalid, duplicate, incorrect, undelivered or materially misdescribed licence, or where compatibility information supplied by G-YEZA was materially incorrect.

See the Digital Products and Software Licence Policy for the complete process.

15. Refund timing and method

Approved refunds are submitted within seven business days after the product has been received where required, the assessment is complete and the refund is approved. Mandatory statutory periods continue to apply.

Refunds are normally returned to the original payment method. Additional identity or bank verification may be required where the original method cannot receive a refund or where fraud prevention reasonably requires it.

16. Escalation

If a return or warranty concern is not resolved, follow the process in the Complaints and Dispute Resolution Policy. Include the return-authorisation number, inspection outcome and supporting records.