Returns, Refunds & Warranty Policy

This Returns Policy explains your rights and our process if you want to return an item, or if something you bought from Web Direct develops a fault. It should be read together with our Terms and Conditions. Nothing here limits your rights under the Consumer Protection Act 68 of 2008 (CPA) or the Electronic Communications and Transactions Act 25 of 2002 (ECT Act).

1. Two Situations — At a Glance

Depending on why you're returning an item, a different section of this policy applies:

You simply changed your mind, and it's within 7 days of delivery → Section 2 (Cooling-Off Return).
The item arrived damaged, isn't as described, or has developed a genuine fault → Section 3 (Faulty Goods & Warranty Claims).

2. Cooling-Off Returns (Change of Mind) — 7 Days

If you are a natural person who bought Goods for personal use (not a business purchase), the ECT Act gives you the right to cancel your order for any reason, with no penalty, within 7 days of receiving the Goods.

What this means in practice:

No reason needs to be given, and we will not charge a cancellation or restocking fee for a cooling-off return.
The Goods should be returned substantially as received — complete, with all accessories, manuals, and original packaging where reasonably possible — so we can confirm it's the same item and resell it as A-Grade Certified Refurbished.
You are responsible for the cost of returning the Goods to us, and we recommend using an insured/trackable courier, as the Goods remain your responsibility until they reach us.
This cooling-off right does not apply once software has been activated/registered on the device in a way that cannot be reversed, or to special/custom orders made to your specification.

Refund:

Once we've received and checked the returned Goods, we will refund the full purchase price (excluding the original delivery charge, if any) to your original payment method, within 30 days of your cancellation, as required by the ECT Act.

3. Faulty Goods & Warranty Claims

Every item we sell is either brand new or A-Grade Certified Refurbished — this is shown on the product page and your invoice, and warranty support works differently for each, so please check which applies to you below.

Damaged in transit or wrong item received:

Please inspect your delivery as soon as it arrives. If the parcel is damaged, or the Goods don't match your order, let us know within 48 hours so we can arrange a free collection and replacement or refund. Reporting promptly also helps if a claim needs to be logged with the courier.

A-Grade Certified Refurbished Goods — Web Direct Warranty

Every A-Grade Certified Refurbished laptop is covered by a Web Direct Warranty of 1 or 2 years from delivery (see the product page or your invoice for the exact period on your unit). If a genuine defect develops (not caused by misuse), please contact us and we'll arrange to have it assessed. Our standard process is:

We will first attempt to repair the fault.
If the unit cannot reasonably be repaired, we will replace it with an equivalent unit of the same or better specification.
A repair or replacement does not restart or extend the original warranty period.

What's not covered by the Web Direct Warranty:

Accidental, liquid, or physical damage; damage from power surges.
Cosmetic wear consistent with a refurbished, pre-owned unit.
Faults caused by misuse, unauthorised repair, or third-party modification.
Normal battery capacity degradation beyond what was disclosed at sale.
Software faults unrelated to a hardware defect, and data loss — please back up your data before sending a unit in.

Cost of a Web Direct Warranty claim:

Where a fault is confirmed as genuine, Web Direct covers the cost of collection and, where applicable, of returning a repaired/replacement unit to you. If a unit is returned and found not to be faulty, or the fault is excluded above, we may recover reasonable courier costs from you.

New Goods — Manufacturer's Warranty

Brand-new Goods are covered by the manufacturer's own warranty, not the Web Direct Warranty. For a fault with a new item, please contact the manufacturer directly, using your Web Direct invoice as proof of purchase — most manufacturers have dedicated service centres or support lines that can usually resolve a warranty claim faster than we could. If you're unable to reach a resolution directly with the manufacturer, please contact us and we'll help.

4. How to Start a Return or Warranty Claim

This section covers cooling-off returns and Web Direct Warranty claims on A-Grade Certified Refurbished Goods. For a new item under manufacturer's warranty, please contact the manufacturer directly (see Section 3).

Email sales@webdirect.co.za (or call (021) 712 3265) with your order number, the reason for the return, and photos of any damage or fault where possible.
We'll confirm which of the situations in Section 1 applies and issue you a return reference / RMA number.
Please don't send anything back before receiving this confirmation — unreferenced returns can delay processing.
Pack the item securely, include the reference number, and use a trackable courier.

5. Refunds — Method and Timing

Refunds are paid to your original payment method (EFT refund to your bank account, or reversal to the card used), in cash/EFT — we do not limit you to store credit only, in line with the CPA.
Cooling-off refunds (Section 2): within 30 days of your cancellation.
Confirmed Web Direct Warranty refunds (Section 3, where a refund rather than repair/replacement is agreed): processed within a reasonable time of the fault being confirmed, generally within 7–14 business days.

6. Business and Trade Purchases

The 7-day cooling-off right in Section 2 applies to natural persons buying for personal use, as provided in the ECT Act; it does not apply to purchases made by a registered business, close corporation, company, trust, or other juristic person, or to bulk/trade orders. Warranty terms (Section 3) apply to all purchases unless a separate trade agreement states otherwise.

7. Items We Cannot Accept as Cooling-Off Returns

Software or digital licences that have been activated or redeemed.
Custom-configured or special-order units built or sourced to a customer's specific request.
Goods with missing serial numbers or asset tags, where this prevents us from verifying the unit.

None of the above limits your rights under Section 3 for genuine defects — those apply regardless.

8. Contact Us

Questions about a return, refund, or warranty claim? Email sales@webdirect.co.za or call (021) 712 3265, Monday to Friday, 09:30–17:00.