Refund policy

# Returns, Refunds and Warranty Policy

# Before Returning an Item

Please contact McTrenz Technologies before returning, delivering or sending any product to us.

When requesting a return, provide:

# Your order number

# The product you wish to return

# The reason for the return

# A description of any fault or problem where applicable

# Photographs or other supporting information where reasonably requested

Do not send, courier or leave products with McTrenz without receiving return instructions or authorisation first.

Certain products may need to be assessed by McTrenz, the relevant supplier, distributor or manufacturer before a return, replacement, repair or refund can be approved.

Return authorisation does not automatically mean that a refund or replacement has been approved.

Incorrect Goods

If you receive a product that is materially different from the product you ordered, please contact McTrenz as soon as reasonably possible.

Provide your order number together with photographs of the product and packaging where appropriate.

Once verified, McTrenz will arrange an appropriate remedy in accordance with applicable South African consumer law.

Damaged Goods

Please inspect your order promptly after delivery or collection.

If a product appears to have been damaged during delivery or before collection, contact McTrenz promptly and provide:

# Your order number

# Clear photographs of the damage

# Photographs of the packaging

# A description of the condition in which the order was received

Please retain the product, accessories and original packaging while the matter is being assessed where reasonably possible.

Prompt reporting helps us investigate delivery-related damage with the relevant courier or supplier and does not remove any rights available to you under applicable law.

Defective Products

If a product develops a fault, contact McTrenz with your order number and a description of the problem.

Depending on the product and circumstances, the item may need to undergo technical assessment to determine the nature and cause of the fault.

Assessment may be performed by McTrenz or an authorised supplier, distributor, manufacturer or service centre.

Defective products will be handled in accordance with applicable South African consumer law and any relevant manufacturer or supplier warranty.

Where applicable, an appropriate remedy may include repair, replacement or refund.

Manufacturer and Supplier Warranties

Certain products sold by McTrenz include a manufacturer or supplier warranty.

Warranty periods, procedures and coverage vary depending on the product and manufacturer.

Customers may be required to provide proof of purchase, serial numbers, photographs, diagnostic information or the product itself for assessment.

A manufacturer's warranty operates in addition to any consumer rights that cannot lawfully be excluded.

Warranty Exclusions

Subject to applicable law and the specific warranty terms, warranty coverage may not apply where damage or failure results from circumstances such as:

# Accidental or physical damage

# Liquid or moisture damage

# Electrical surges or unsuitable power sources

# Misuse, abuse or improper installation

# Unauthorised repairs, alterations or modifications

# Failure to follow manufacturer instructions

# Damage caused by incompatible equipment or accessories

# Normal wear and tear where not covered by the applicable warranty

The outcome of a warranty assessment will depend on the circumstances and applicable consumer rights.

Change-of-Mind Returns

Where permitted, McTrenz may consider a change-of-mind return depending on the product, its condition and applicable supplier requirements.

Products submitted for a change-of-mind return should generally be:

# Unused and in a resalable condition

# Complete with original accessories and components

# Returned with original packaging where applicable

# Free from physical damage

# Free from customer data, accounts or security locks

# Accompanied by proof of purchase

Acceptance of a change-of-mind return is not guaranteed and remains subject to applicable law and the circumstances of the transaction.

Products That May Have Return Restrictions

Certain products may have additional return restrictions because they cannot reasonably be resold once opened, activated, customised or specially sourced.

Depending on the circumstances and applicable law, these may include:

# Opened software

# Activated digital licences or product keys

# Downloadable or electronically supplied products

# Consumable products

# Products specially ordered for a customer

# Custom-built or specially configured computers

# Products customised to customer requirements

# Products with removed or altered serial numbers

# Products containing customer data that have not been properly reset

These restrictions do not remove rights that apply where goods are defective, unsafe, incorrectly supplied or otherwise protected under applicable South African consumer law.

Specially Ordered Products

Some catalogue products are sourced specifically from suppliers after a customer confirms an order.

Where a non-defective product has been specially ordered specifically for a customer, cancellation or return eligibility may depend on the stage of fulfilment, supplier terms and applicable law.

McTrenz will communicate any relevant restrictions or reasonable charges where applicable before finalising the return.

Computers and Configured Equipment

Computers, networking equipment and other technology products that have been configured, upgraded, registered or customised at a customer's request may require additional assessment before a return can be accepted.

Where possible, customers should back up and remove personal information before returning any device.

McTrenz is not responsible for retaining customer data during legitimate diagnostic, repair, replacement or reset procedures unless otherwise agreed.

Customers should remove passwords, account locks and device-management restrictions where reasonably necessary for assessment.

Return Assessment

Returned products may be inspected before a remedy is approved.

The assessment may verify:

# The identity and serial number of the product

# The reported fault or reason for return

# Product condition

# Included accessories and components

# Packaging where relevant

# Signs of physical or accidental damage

# Activation or licensing status

# Warranty eligibility

# Whether the product corresponds with the original order

Where supplier or manufacturer assessment is necessary, additional processing time may be required.

McTrenz will make reasonable efforts to communicate the outcome once the assessment has been completed.

Return Delivery Costs

Responsibility for reasonable return transport or courier costs will depend on the reason for the return and applicable law.

Where McTrenz supplied incorrect, defective or otherwise non-compliant goods and is legally responsible for the return, appropriate return arrangements will be made.

For eligible change-of-mind returns or other returns not resulting from an error or defect attributable to McTrenz, the customer may be responsible for applicable return delivery costs where permitted by law.

Refunds

A refund will only be processed once the return or cancellation has been approved and any required assessment has been completed.

Where appropriate, refunds may be returned through the original payment method or another suitable and agreed method.

Refund processing times can vary depending on the payment provider, card network and customer's financial institution.

The time taken by a bank or payment provider to reflect an approved refund is outside McTrenz's direct control.

Refund Amounts

Approved refunds will be calculated according to the circumstances of the transaction and applicable law.

Where legally permitted, reasonable charges associated with an eligible return may be deducted where applicable and communicated to the customer.

No deduction will be applied where doing so would unlawfully limit a customer's statutory rights.

Exchanges and Replacements

Where an exchange or replacement is appropriate and approved, fulfilment remains subject to product availability.

If the same product is unavailable, McTrenz may discuss an appropriate alternative or refund with the customer.

We will not knowingly substitute a materially different product without the customer's agreement.

Proof of Purchase

Proof of purchase may be required when processing a return, warranty claim, exchange or refund.

This may include an McTrenz order number, invoice, receipt or other information that reasonably allows us to verify the transaction.

Consumer Rights

Nothing in this policy is intended to exclude, waive or restrict any right or remedy that a consumer is entitled to under applicable South African law, including the Consumer Protection Act where applicable.

Where this policy conflicts with a mandatory consumer right, the applicable law will take precedence.

Contact

To request a return, report a defective or incorrect product, or enquire about a refund or warranty claim, contact:

McTrenz Technologies

Email: info@mctrenz.co.za

Please include your order number and a clear description of the issue so that we can assist you efficiently.