We want you to shop with confidence. All our products are sourced from authorised South African distributors and carry the full manufacturer or distributor warranty. This policy works with your rights under the South African Consumer Protection Act (CPA) and other applicable laws, and does not replace or limit them.
1. Change-of-Mind Returns (Non-Defective)
- You may return most items within 7 days of delivery if you no longer want them.
- Items must be unused, in original packaging, with all accessories to qualify for a full refund of the product price (delivery fees are non-refundable).
- If the product has been opened but is still in resalable condition, a reasonable restocking fee of up to 25% may apply.
- If parts, accessories or packaging are missing or damaged, we may offer a partial refund / store credit or decline the return if it is not resalable.
- The cost and risk of sending back non-defective items rests with you.
Non-returnable (unless defective): opened software/licence keys, digital downloads, opened consumables (e.g. ink, paper), and special-order/custom-built items.
2. Defective, DOA or Poor-Quality Products
Because we only supply products from authorised South African distributors, every item is covered by both the manufacturer/distributor warranty and the implied 6-month warranty under the Consumer Protection Act (CPA).
If your product is defective, unsafe or not of good quality, and this is not due to misuse, unauthorised modification or normal wear and tear:
- Within 30 days of delivery (DOA / early failure)
- If the product fails out of the box, we’ll arrange collection at our cost.
- Once our technicians or the authorised distributor confirm a manufacturing fault, you can choose a refund, replacement or store credit (subject to stock).
- Within 6 months of delivery (CPA implied warranty)
- In line with the CPA, you may return the goods at our risk and expense and choose repair, replacement or refund once a defect is confirmed. No restocking fee applies.
- We’ll coordinate any testing or repairs directly with the relevant authorised distributor so your warranty stays fully protected, but Modus Systems remains your point of contact throughout.
- After 6 months (manufacturer/distributor warranty period)
- We’ll help you log and track a warranty claim with the authorised distributor or manufacturer.
- Remedies and turnaround times then follow the manufacturer/distributor’s warranty terms, but your general rights under South African law still apply.
If testing by us or the authorised distributor shows that the product is not defective under the CPA (for example, incorrect setup, software issues, surge or physical damage, or other misuse), we’ll let you know and either quote for repair (if possible) or return the product to you at your cost.
3. How to Return / Get Help
- Contact us with your order number, item details and a short description of the issue (photos or video help us speed things up).
- Contact us at refunds@modusit.co.za for any questions related to refunds and returns.
- We’ll issue return instructions and, where applicable, arrange collection.
- Pack items securely; damage in transit on non-defective returns is at your risk.
4. Order Cancellations & Refund Method
- If you cancel before dispatch, you’ll receive a full refund, including delivery charges.
- If you cancel after dispatch, it will be treated as a change-of-mind return (see section 1).
- All approved refunds are processed via our payment partner and paid back to the same bank card used for the original purchase, where technically possible. If that’s not possible, we’ll arrange an EFT refund to your nominated South African bank account.