1. Part A: Returns on Products Purchased

1.1 Cooling-Off Right for Online and Telephonic Orders

If you purchased a product from us without face-to-face contact — for example, through our website or telephonically — you have the right under the CPA to cancel the transaction without reason within 7 (seven) calendar days of receiving the goods. To exercise this right, contact us within this period and return the item unused, in its original packaging, with all accessories and proof of purchase. A refund will be processed once the item has been received and inspected. Please note that this cooling-off right does not apply to goods purchased in person at our premises.

1.2 Defective, Unsafe, or Not-as-Described Goods

If a product is found to be defective, unsafe, or does not match its description within 6 (six) months of purchase, you are entitled under the CPA to a repair, replacement, or refund, at your choice, at no charge to you, unless the defect was caused by misuse, normal wear and tear, or unauthorized modification after delivery.

1.3 Change of Mind

Outside of the statutory cooling-off period described in 1.1, we do not generally offer refunds for change of mind. Where we agree, at our discretion, to accept a change-of-mind return, the item must be unused, in original packaging with all accessories, and a handling fee may apply. Certain items — including opened software, custom-configured devices, and consumables such as ink or toner — cannot be returned for change of mind.

1.4 How to Return a Product

To request a return, contact us on 063 037 2804 or info@visionetix.co.za with your order number and reason for return. We will advise whether the item should be brought to our premises or collected by courier. Where a return is due to our error or a product defect, we will cover the return shipping cost; for change-of-mind returns, the customer is responsible for return shipping costs.

1.5 Refunds

Approved refunds will be processed to the original payment method within 7-14 business days of the returned item being received and inspected. Delivery charges are refunded only where the return is due to our error, a defect, or a cancellation within the cooling-off period.

2. Part B: Repair Services

2.1 Diagnostics and Quotes

When you bring a device in for repair, we will assess the reported fault and provide you with a quote before carrying out any chargeable work. A diagnostic fee may apply, which will be communicated to you upfront and is payable whether or not you proceed with the repair. Quotes are valid for 14 days from the date issued.

2.2 Data Backup and Data Loss

You are responsible for backing up your data before submitting a device for repair. While we take reasonable care during the repair process, Visionetix is not liable for any loss of data, software, or files that occurs during diagnosis or repair. If you require assistance backing up your data, we offer this as a separate, quoted service — please ask us before your device is submitted for repair.

2.3 Repair Warranty

Repairs carried out by Visionetix carry a warranty on the specific fault repaired and any part(s) replaced, for the period stated on your repair invoice (typically 90 days, unless otherwise specified). This warranty does not cover: unrelated faults; damage caused by misuse, liquid, or physical impact after collection; or repairs, modifications, or tampering carried out by anyone other than Visionetix after the original repair.

2.4 Additional Faults Found During Repair

If we discover additional faults not identified at the time of the original quote, we will contact you before carrying out any further chargeable work.

2.5 Collection of Repaired Devices

We will notify you once your device is ready for collection. Devices not collected within 30 days of this notification may attract a storage fee. Devices not collected within 60 days of notification, despite reasonable attempts by us to contact you using the details you provided, may be disposed of or sold to recover reasonable costs incurred, to the extent permitted by law. We encourage you to collect your device promptly to avoid this.

2.6 Devices We Are Unable to Repair

Where a device cannot be economically or safely repaired, we will inform you and, where applicable, return the device to you at no further charge beyond any diagnostic fee already payable.

3. Your Statutory Rights

Nothing in this Policy limits or excludes any right you have under the Consumer Protection Act 68 of 2008, or any other applicable South African consumer protection law. Where any provision of this Policy conflicts with the CPA, the CPA will prevail.

4. Contact Us

For any return, refund, or repair query, please contact us: