Return and Refund Policy

At IW TECH SHOP, we are committed to providing quality products and a reliable online shopping experience. In accordance with the Consumer Protection Act (CPA) of South Africa, customers are entitled to certain rights when purchasing goods. This policy explains the conditions under which products may be returned, exchanged, or refunded.

By making a purchase through the IW TECH SHOP website, customers agree to the terms outlined in this Return and Refund Policy.

Right to Return (Online Purchases)

In accordance with the Consumer Protection Act, customers who purchase products online have the right to cancel their order within 7 days of receiving the product, without providing a reason.

If a customer chooses to exercise this right:

  • The product must be returned within a reasonable time after cancellation.

  • The customer may be responsible for the return shipping costs.

  • IW TECH SHOP may deduct reasonable handling or restocking fees, where applicable.

Refunds for cancellations will be processed once the returned item has been received and inspected.

Returns for Defective or Damaged Products

Under the CPA, customers are entitled to return products that are:

  • Defective

  • Unsafe

  • Not of good quality

  • Not reasonably suitable for their intended purpose

Customers may return such products within 6 months of purchase.

In these cases, customers may choose one of the following remedies:

  • Repair of the product

  • Replacement with a similar product

  • Full refund

IW TECH SHOP will inspect the product to confirm the reported defect before processing the chosen remedy.

Product Condition for Returns

Products may be returned if they meet the following conditions:

  • The item may be fairly used for testing or inspection, but it must still be in a resalable condition where reasonably possible.

  • Returns may be accepted if the product has factory defects or minor damages that affect normal performance.

  • Where possible, items should be returned with original packaging, accessories, manuals, and included components.

Customers may be asked to provide proof of purchase, such as an order confirmation or invoice.

Non Returnable Items

Certain items cannot be returned unless they are defective. These include:

  • Software products

  • Digital downloads

  • Gift cards and cosmetic items

  • Any products marked as non returnable or final sale at the time of purchase

If any of these items are defective, they may still qualify for return under CPA warranty provisions.

Return Process

To request a return, customers must contact the IW TECH SHOP Customer Support Team.

Returns can be initiated by:

Email: sales@iwtechshop.co.za

When submitting a return request, customers may need to provide:

  • Order number or proof of purchase

  • Product details

  • Reason for return

  • Photographs if the item is defective or damaged

If the return is approved, customers will receive a Return Merchandise Authorization (RMA) number and instructions for returning the product.

Returns sent without an approved RMA number may not be accepted.

Return Shipping

Return shipping responsibilities depend on the reason for the return:

If the product is defective or incorrect:

  • IW TECH SHOP will cover the reasonable return shipping costs.

If the return is due to a change of mind or cancellation:

  • The customer is responsible for return shipping costs.

Customers are advised to use a reliable courier service with tracking, as IW TECH SHOP cannot be held responsible for items lost during return shipping.

Refund Processing

Once the returned product has been received and inspected, IW TECH SHOP will process the applicable refund, repair, or replacement.

Refunds will:

  • Be issued to the original payment method used for the purchase

  • Be processed within 7 business days after approval

Please note that banks or payment providers may require additional time to reflect the refund.

8. Exchanges

Customers may request an exchange for another product, subject to product availability.

If the replacement item has a different price, customers may be required to pay the price difference or receive a partial refund accordingly.

Shipping fees may apply for exchanges not related to defective products.

Abuse of Return Policy

IW TECH SHOP reserves the right to refuse a return if:

  • The item has been misused, altered, or intentionally damaged

  • The product was used beyond reasonable inspection

  • The return request does not comply with this policy or applicable law

This clause does not override the consumer rights provided under the Consumer Protection Act.

Customer Support

If you have questions regarding returns, refunds, or exchanges, please contact our support team:

Email: sales@iwtechshop.co.za

Our team will assist you as quickly as possible to resolve any concerns.