Refunds & Returns Policy
For any returns or repairs, please fill in the below form:
Return Request Form/Customer Repair Order
For all returns or repairs, the Return Request Form / Customer Repair Order must be completed online prior to returning any items. No items will be accepted without a submitted form. RMAs/CROs may not be submitted manually, in writing, or via email.
Once submitted, a completed form will be issued to you, including any applicable payment due before processing begins. All requests are assessed on an individual basis, and you will be notified as soon as practicable. Turnaround times provided are estimates only and are not binding on EKD Online (Pty) Ltd.
Products purchased through EKD Online (Pty) Ltd and still under warranty will be processed in accordance with the applicable procedures. No drop-offs are permitted at any supplier, manufacturer, or service centre. EKD Online (Pty) Ltd is not liable for any costs associated with returning products.
Please note that EKD Online (Pty) Ltd is not a walk-in store, does not hold stock on site, and does not accept walk-in customers.
Please review the Refunds & Returns Policy below before submitting a Return Request Form or Customer Repair Order.
Returns:
- General Returns (No Fault)
If you would like to return a product that has no fault, such returns must be submitted, together with your reason for the return, within seven (7) days from the date of purchase/invoice, unless otherwise stipulated. Should the return be received by EKD Online (Pty) Ltd outside of the seven-day period, EKD Online (Pty) Ltd reserves the right to decline the return request, unless otherwise stipulated. The item must still be within its warranty period.
Refunds are assessed only after the returned item has been received and inspected. Items will be inspected before the refund process begins. No refunds or credits will be issued for software, vouchers, promotional gifts, or giveaways. Payment methods incurring transaction fees are non-refundable. The cost of return courier fees falls solely on the customer. Delivery charges and/or courier insurance charges are non-refundable.
- Condition of Returned Goods
The product(s) for return must be in the same condition as received, i.e. unworn, unused, unopened, with original tags/labels (if applicable), and in the original packaging in order to be eligible for a return. The goods must be in a resaleable condition.
If the packaging has been opened, a restocking/handling fee of up to 35% will be charged. Additional charges may apply if goods are returned without original packaging.
All returns must include the original invoice or proof of purchase issued by EKD Online (Pty) Ltd. Products will not be tested, repaired, or replaced until such documentation has been received.
All accessories, manuals, cables, power supplies, charging devices, and any other items originally supplied must be returned intact and included within the original packaging.
Customers are responsible for ensuring that all items are securely and adequately packaged to withstand normal transit risks, including road transportation and weather conditions. Goods must be clearly addressed to enable effective collection and delivery.
- Incorrectly Delivered Products
If an incorrect product has been delivered, the customer must notify EKD Online (Pty) Ltd promptly in writing via email. To avoid additional charges, the incorrectly delivered product must remain unopened and in its original condition. Opening the product may result in a restocking fee, and further charges may apply if the product is returned without its original packaging.
- Pricing, Stock & Order Errors
EKD Online (Pty) Ltd is not responsible for the pricing policies or promotions of other retailers and is under no obligation to honour such prices. Returns or refund requests based on missing another store’s specials or sales will not be considered valid.
EKD Online (Pty) Ltd reserves the right to decline an order if product(s) are out of stock, pricing has changed, or payment authorisation is unsuccessful. While every effort is made to ensure pricing accuracy, should a pricing error occur, customers will be notified promptly and given the option to reconfirm or cancel the order at the correct price.
- Defective, Damaged & Warranty Items
All defective returns must still be within the applicable warranty period. If item(s) are delivered damaged, EKD Online (Pty) Ltd must be notified in writing via email within 24 hours of delivery.
Please note that all trading card products are strictly non-returnable, non-refundable, and are not covered under any warranty.
- Repairs, RMAs, CROs & Uncollected Items
Products may only be returned with the prior written approval of EKD Online (Pty) Ltd.
EKD Online (Pty) Ltd is not liable for any costs associated with returning products. All courier charges for returned products, including RMA/CRO assessments and warranty repairs, are for the customer’s own account. Delivery charges and courier insurance fees are non-refundable.
Where applicable, return shipping will be arranged at the customer’s cost, and shipment details, including a tracking number, will be provided to assist with tracking.
In the case of RMAs or repairs, all turnaround times provided are estimates only and are not binding on EKD Online (Pty) Ltd. The repair process may take up to 14 working days or longer. RMAs and repairs are processed during business hours only and exclude weekends and public holidays.
EKD Online (Pty) Ltd shall not be held liable for any loss or damage of whatsoever nature suffered by the customer as a result of unforeseen costs and/or delayed repairs.
If EKD Online (Pty) Ltd provides assistance with PC builds, assembly, or related services, such assistance is limited strictly to components purchased directly from EKD Online (Pty) Ltd. EKD Online (Pty) Ltd shall not be held liable for any defects, incompatibilities, performance issues, damage, or failures arising from parts or components not supplied by EKD Online (Pty) Ltd, whether such components are provided by the customer or sourced from third parties. Any work performed using non-EKD Online (Pty) Ltd components is done entirely at the customer’s own risk.
Any item handed in for repair that remains uncollected for more than 30 days after completion of repairs and customer notification may be sold by EKD Online (Pty) Ltd to defray the cost of such repairs.
- Data Loss & Customer Responsibility
EKD Online (Pty) Ltd shall not be held liable, under any circumstances, for any data loss that may occur as a result of the repair, replacement, refund, or installation of any product.
Customers are solely responsible for backing up all data prior to returning any item. Data recovery is not covered under warranty and does not form part of any repair, replacement, or warranty process.
Refunds:
Prices, stock, and specifications are subject to change without prior notice. EKD Online (Pty) Ltd reserves the right not to accept any order if the product(s) are out of stock, pricing or specifications have changed, and/or payment is not authorised.
- Cancelled Orders (Before Fulfilment)
Refunds for cancelled orders, where payment has been received and reflected in full prior to courier dispatch (before fulfilment), will be refunded either in full or partially, depending on the payment method used. Payment methods incurring transaction fees are non-refundable. Refunds will be returned to the original payment method used at checkout, unless otherwise stipulated. Refunds typically reflect within 3 to 5 business days, depending on the payment method used.
- Faulty or Dead-on-Arrival (DOA) Items
If an item is returned as faulty or dead on arrival (DOA), it will be subject to inspection by the service department in accordance with the manufacturer’s warranty policies to determine whether a fault exists. Should the item be found faulty, a replacement or exchange may be arranged at the discretion of the manufacturer.
If the product is inspected and found not to be faulty, and you choose not to accept a replacement, a handling or restocking fee of up to 35% will apply if the packaging has been opened. Refunds, where applicable, will be issued as a credit unless otherwise stated.
- Supplier-Managed Stock & Return Eligibility
As EKD Online (Pty) Ltd does not hold stock on its premises, inventory is managed by trusted suppliers. Once an order has been processed, items are released or dispatched from suppliers on a cash-on-delivery basis. If an order has already been processed, a store credit will be issued, unless otherwise stated.
To be eligible for a store credit or refund, returned items must first be sent to the supplier for assessment. Suppliers require items to be returned in the same condition as received—unworn, unused, unopened, with original tags/labels (if applicable), and in the original packaging. Failure to meet these conditions may result in the return being declined or additional handling fees being applied.
- Refunds, Credits & Exclusions
If a product is returned unopened, unused, in its original packaging, and within the stipulated timeframe, a refund will be issued as store credit unless stated otherwise. EKD Online (Pty) Ltd reserves the right to refuse refunds for items deemed unfit for resale or returned outside the stipulated timeframe.
No refunds or credits will be issued for software, vouchers, promotional gifts, or giveaways. Delivery charges and courier insurance fees are non-refundable. Where items are credited, the credit value may be the lesser of the original selling price or current market price, and handling fees may apply.
Please note that all trading card products are strictly non-returnable, non-refundable, and are not covered under any warranty. All pre-orders for trading cards and collectibles are subject to a 20% cancellation fee, which will be retained as a non-refundable fee to cover stock allocation and related costs.
- Refund Processing Timeframes
Approved refunds will be processed within 30 working days of cancellation. Customers will be notified whether a refund has been approved or declined. Payment method transaction fees are non-refundable.
- Customer Responsibility & Order Accuracy
All goods are ordered and purchased at the customer’s own discretion. Customers are responsible for ensuring that all quoted and invoiced items are correct prior to confirmation. EKD Online (Pty) Ltd makes no warranty of fitness or suitability for any particular purpose.
Returns of correctly supplied, non-defective goods will not be accepted after seven (7) days from the date of invoice. Customers are advised to choose carefully and order correctly.
Unclaimed funds or failure to provide or acknowledge requested banking details within 30 days of notification may result in such funds being retained by EKD Online (Pty) Ltd to defray associated costs.
- PC Build Assistance Limitation
If EKD Online (Pty) Ltd provides assistance with PC builds, assembly, or related services, such assistance is limited strictly to components purchased directly from EKD Online (Pty) Ltd. EKD Online (Pty) Ltd shall not be held liable for any defects, incompatibilities, performance issues, damage, or failures arising from components not supplied by EKD Online (Pty) Ltd. Any work performed using third-party components is done entirely at the customer’s own risk.
Consumer Protection Act (CPA) Notice
Nothing in these Terms and Conditions, Returns Policy, or Refund Policy is intended to limit, exclude, or waive any rights afforded to consumers in terms of the Consumer Protection Act, 68 of 2008 (“CPA”).
Where a consumer qualifies as a consumer in terms of the CPA, and where applicable, the consumer retains the right to return goods that are defective, unsafe, or not fit for their intended purpose, within the timeframes and subject to the conditions prescribed by the CPA.
EKD Online (Pty) Ltd shall be entitled to assess returned goods in accordance with the CPA and applicable manufacturer warranty policies prior to approving any repair, replacement, or refund. Where permitted by the CPA, EKD Online (Pty) Ltd reserves the right to repair or replace goods before issuing a refund.
Any restocking fees, handling fees, courier charges, or non-refundable transaction fees shall apply only to the extent permitted by the CPA and shall not apply where the CPA expressly provides otherwise.
Store credits, refunds, repairs, or replacements shall be processed in accordance with the CPA where applicable, and within reasonable timeframes as prescribed by law.
This policy applies in addition to, and not in substitution for, any rights or remedies available to consumers under the CPA.
Warranties:
Please refer to our Terms of Service – EKD Online.
Courier Insurance:
We inform you to notify us when courier insurance on goods is required. The customer is solely responsible for the excess amount due & to let us know accordingly. Should the package/item be damaged or lost in transit, EKD Online (Pty) Ltd is not responsible nor liable thereof. Please note the courier service(s) provided is not directly linked with EKD Online (Pty) Ltd. Terms & Conditions apply. Please refer to our website for full T&Cs: Terms of Service – EKD Online
Terms of Service below for The Courier Guy: