Returns, exchanges and complaints

 

Compliance with statutory consumer protection provisions

Excel IT adheres to the provisions of Chapter VII of the Electronic Communications and Transactions Act 25 of 2002 (the Act). Chapter VII of the Act provides protection to consumers and the provisions of the Act relevant to commercial transactions that may be effected on the Excel IT website, as well as the information required in terms of the Act, are provided for your reference.

Return of products or cancellation of service agreements

Excel IT shall, subject to the exclusions provided for below and the provisions relating to any return of products or cancellation of a service agreement, allow the return of products or cancellation of a service agreement, within seven days of the date of receipt by you of the products or the conclusion of an agreement to provide services. Exclusions from return of products or cancellation of service agreements

The provisions of this agreement relating to the return of goods and cancellation of any agreement to provide services shall not apply if:

Any products and services are acquired by auction;

To services which commenced with the customers consent, (either express or implied) prior to the expiry of the seven day period;

Where the price of the products or services depends on fluctuation in financial markets beyond the control of Esquire Technologies;

Where the products are personalized or made to the customers specifications;

Where the products by reason of their nature cannot be returned;

If audio, video recordings or any form of computer software are either used or if supplied other than in digital form, if the seal on the storage media is broken;

The sale of reading material in whatever form.

Customers obligations on return of products and services

If a customer cancels any transaction in respect of which delivery of the products or services (to the extent that the may be returned) have been delivered, within seven days of the receipt of the products or services, the customer shall return to Excel IT or it’s authorised agents, the products, undamaged in any manner, together with all packing materials and documentation delivered by Excel IT or its agents, to the customer as well as a written indication of the customers choice to cancel the transaction.

Products to be returned will be at the customer’s expense and must be delivered by a courier service of their choice acknowledging the delivery process and duration will adhere to the seven day return period.

Excel IT’s obligations on return of the products and services

Within thirty days of return of the products or receipt of notice of cancellation of the agreement to deliver services Excel IT or it’s authorized agents shall refund to the customer any amounts paid by the customer less any amounts due by the customer to Excel IT as provided for above.

Warranty terms and conditions

Warranty on each product is stated on the pricelist. If you not sure on the warranty of a product call a member of our sales team for clarification.

Warranty period is calculated from original date of purchase.

Warranty on products such as Multinational brand are handled by the Authorised Service Providers (ASP) for that product. Please see list below

Any software packages, recordable media, consumables, cables and cartridges do not carry any warranty.

All Power adaptors, batteries (includes but not limited to; Notebook, UPS, stand-alone etc), Entry level Power Supply Units (PSU), Projector lamps and Remotes controls

Only carry a 3 month warranty, unless specified otherwise on the pricelist

Items must be returned in their original packaging with all accessories and manuals when faulty.

Excel IT does not collect or deliver warranty items to nor from Clients premises.

Warranty Replacement Procedure

All Items brought in for Warranty purposes must first be tested and verified by a technician in the service centre before a replacement is issued.

Any data on an item must be backed up before it is brought in for warranty repairs, we do not take responsibility for any loss of data, please ensure the relevant back-ups have been done prior to booking in the item.

Any repair time stated by the Technician or Workshop manager is merely an guideline, items may take longer for repairs to be completed but we will endeavour to get the product back to you as soon as possible.

No items in the workshop will be released without the original Customer Repair Order (CRO) document.

The warranty period on any replacement item will be a continuance from the original date of purchase.

Should any item reach end-of-life during the warranty period, a credit will be passed in accordance with our credit policy

Should any item be out of stock during the warranty period, either a similar item of equivalent specification can be requested or a credit can be passed in accordance with our credit policy

Repaired items not collected after 3-months, will be sold to defray expenses.

Dead of Arrival products(DOA): 7 Day Swop-out Policy and Conditions.

DOA products such as Notebooks, Printers, LCD/LED Monitors, TV’s have 3rd party Authorised Service Provider (ASP) for those products – Please see list below

The Original Invoice will be required to be produced to the Authorised Service Provider (ASP) to verify the date of purchase on the item taken in as a DOA.

No DOA item can be exchanged without the prior approval of the Authorised Service Provider (ASP)

DOA on items that Esquire Imports directly will only be accepted in original packaging with all cables, manuals, accessories etc.

The DOA item must be returned with the original invoice or Xpress card for Identification and verifying purposes.

These products if purchased in first 7 days must first be tested and verified by a technician.

No credits will be issued if replacement items are available in stock, (items may at times be couriered from another Esquire branch as a replacement)

The warranty period on any replacement item will be a continuance from the original date of purchase.

The aforementioned products must be taken to the Authorised Service Providers (ASP) for approval and/or authorisation for credit or swop.

The List will be continuously updated – Please Call our Warranty Division for More Information:

• Acer – Acer
• AOC – Partserve
• Dell – Dell
• Hisense – Hisense
• HP – Ensure IT
• Lenovo – Partserve
• LG – Executronics
• Philips – Philips
• Samsung – CRT
• Sinotec/Skyworth – Sinotec
• Telefunken – Nu World

Credit Notes and Exchange policy

Please ensure that the product you purchase is correct before leaving the premises as no credit notes or any product exchange will be done on an item that has been opened or used unless the item is either faulty or not as advertised.

A credit note will be passed on items not in stock at the prevailing price or based on an equivalent specification, whichever is lower.

A credit note will be passed on an end-of-life (no longer in production) item at the prevailing price (based on equivalent specification) or based of an equivalent specification, whichever is lower.

Any item being credited that has more than a 12-month supplier warranty will be subject to a depreciation fee which will be based on the following %

Months 13-24 (from Esquire original date of purchase), all items will be subject to a 15% depreciation fee

Months 25-36 (from Esquire original date of purchase) will be subject to a 20% depreciation fee

Months 37-48+ (from Esquire original date of purchase) will be subject to a 25% depreciation fee

Esquire does not collect or deliver warranty items to nor from Clients premises.