Last updated: 30 August 2026

This Returns and Refund Policy explains how returns, refunds and related product issues are handled for purchases made from Onkabetse IT Solutions through our online shop at shop.oitsolutions.co.za.

We want customers to be satisfied with their purchases. If there is a problem with your order, please contact us as soon as possible so that we can review the issue and assist with the appropriate next steps.

1. Return requests

Return requests should be submitted within 7 days of receiving the product, unless a longer period applies under South African consumer protection laws or the product’s warranty terms.

To request a return, please contact us with your order number, product details and the reason for the return.

2. Products eligible for return

A product may be eligible for return where:

• the product was defective on arrival;
• the product was damaged during delivery;
• the incorrect product was supplied;
• the product is unused, unopened and in its original packaging;
• the product is missing essential accessories or components due to a supplier or dispatch error;
• the product qualifies for a return under applicable law or warranty terms.

3. Products not usually eligible for return

Some products may not be eligible for return unless they are defective or otherwise required by law.

These may include:

• opened or activated software licences;
• digital products, licence keys or subscriptions that have been issued, downloaded, registered or activated;
• special-order products sourced specifically for a customer;
• products damaged due to misuse, negligence or incorrect installation;
• products with missing packaging, accessories, manuals, serial number labels or warranty labels;
• products damaged by power surges, liquid damage, physical damage or unauthorised repairs;
• products that have been used in a way that affects resale or warranty assessment.

4. Condition of returned products

Returned products must be in a condition suitable for assessment. Where possible, products should be returned with:

• original packaging;
• all accessories and cables;
• manuals and documentation;
• serial number labels and warranty labels intact;
• proof of purchase or order information.

If a product is returned incomplete, damaged, altered or without required accessories, the return may be declined or a reduced refund may apply where permitted.

5. Damaged items on delivery

If your order arrives damaged, please contact us within 24 hours of receiving the delivery.

Please provide:

• your order number;
• photos of the damaged packaging;
• photos of the damaged product;
• a short description of the damage.

Please keep the original packaging until the issue has been reviewed, as the courier, supplier or manufacturer may need it for assessment.

6. Incorrect products

If you receive the wrong product, please contact us as soon as possible.

We will review the order and, where the incorrect product was supplied due to an error, we will assist with the appropriate correction, replacement, collection or refund.

7. Defective products

If a product appears to be defective, please contact us with the order details and a description of the fault.

Some defective products may need to be inspected, tested or assessed by the supplier, distributor or manufacturer before a repair, replacement, credit or refund can be approved.

Assessment timelines may vary depending on the product, brand, supplier process and warranty requirements.

8. Refunds

Approved refunds will be processed using the original payment method or another agreed method where appropriate.

Approved refunds will normally be processed within 7 days after the returned product has been received, assessed and approved where an assessment is required.

Once a refund has been processed, additional time may be required for the funds to reflect depending on the customer’s bank or payment provider.

Refunds may only be processed once the product has been returned, inspected and approved where inspection is required.

9. Replacements and exchanges

Where a return is approved, we may offer a replacement, exchange, repair, credit or refund depending on the product issue, supplier availability, warranty terms and applicable law.

If a replacement product is unavailable, we will discuss alternative options with the customer.

10. Return shipping

Customers may be responsible for return shipping costs unless the product was defective, damaged on arrival, incorrectly supplied or otherwise required to be returned at our cost under applicable law.

For approved defective, damaged-on-arrival or incorrect-product returns, Onkabetse IT Solutions will advise on the appropriate return process and whether collection, courier return or another return method applies.

11. Warranty-related returns

Some products are covered by manufacturer, supplier or distributor warranties. Warranty terms differ by product and brand.

Warranty claims may require the product to be assessed by the supplier, distributor or manufacturer before an outcome is confirmed.

Please refer to our Warranty Policy for more information about warranty claims and exclusions.

12. Software and licence products

Software licences, digital products, activation keys and subscription-based products may be subject to the licence terms of the software publisher or vendor.

Once a software product has been opened, activated, downloaded, registered, issued or linked to a customer account, it may not be returnable unless defective or otherwise required by law.

Customers should confirm software compatibility, licence type, activation requirements, renewal terms and subscription rules before purchasing.

13. How to request a return or refund

To request a return or refund, please contact Onkabetse IT Solutions with the following information:

• order number;
• customer name;
• product name;
• reason for the return;
• photos or supporting information where relevant;
• preferred contact details.

Contact details:

• Email: support@oitsolutions.co.za
• Office line: 010 141 5640 / +27 10 141 5640

14. Changes to this policy

We may update this Returns and Refund Policy from time to time. The latest version will be published on this page with a revised “Last updated” date.