1. Introduction
This Returns & RMA Policy explains how MKTECHSUPPORT handles product returns, faulty goods, warranty assessments and return requests.
RMA means Return Merchandise Authorisation. It is a reference or administrative process used to manage certain product returns.
This policy applies to qualifying goods purchased from MKTECHSUPPORT and must be read together with our Product Warranty Policy and Refunds & Cancellations Policy.
Nothing in this policy excludes or limits mandatory consumer rights under South African law.
2. Types of Returns
Different return procedures may apply depending on the reason for the return.
- Faulty or defective products.
- Incorrect products supplied.
- Goods damaged before or during delivery.
- Eligible online purchase cancellations.
- Manufacturer or supplier warranty claims.
- Voluntary change-of-mind requests where accepted.
The customer's rights and available remedies depend on the circumstances and applicable legislation.
3. Defective Products
Customers who receive a defective product should contact MKTECHSUPPORT and describe the problem.
Under the Consumer Protection Act, qualifying goods are protected by an implied warranty of quality.
Where the statutory conditions are met, a consumer may return defective goods within six months after delivery and elect a repair, replacement or refund, subject to the Act.
MKTECHSUPPORT will not require customers to rely exclusively on a manufacturer warranty where a statutory remedy against the retailer applies.
4. Incorrect or Misdescribed Goods
If a customer receives a product different from the product ordered, they should notify MKTECHSUPPORT promptly.
We will review the order details and arrange an appropriate remedy in accordance with applicable law.
Where the return is required because of our error, customers will not be charged return costs that the law requires MKTECHSUPPORT to bear.
5. Products Damaged During Delivery
Customers should inspect delivered goods as soon as reasonably possible.
If packaging or a product appears damaged, customers should contact MKTECHSUPPORT with photographs and relevant order information, where available.
Reporting damage promptly helps us investigate the matter with the courier or supplier.
A delay in reporting does not automatically remove statutory rights that otherwise apply.
6. Eligible Online Purchase Cooling-Off Rights
The Electronic Communications and Transactions Act provides a cooling-off right for certain qualifying electronic transactions.
Where applicable, a consumer may cancel a qualifying goods transaction without reason and without penalty within seven days after receiving the goods.
Certain transactions and categories of goods or services are excluded from this right under the legislation.
Where the statutory cooling-off right applies, the consumer may be responsible for the direct cost of returning the goods as permitted by the Act.
MKTECHSUPPORT will process applicable cancellations and refunds in accordance with the statutory requirements.
7. Change-of-Mind Returns
A change-of-mind return is a request to return a product that is not defective or incorrectly supplied.
Where no statutory cancellation or return right applies, acceptance of a change-of-mind return is subject to any voluntary return terms expressly offered by MKTECHSUPPORT.
Customers should contact us before returning a non-defective product so we can confirm the available options.
Voluntary return conditions will not be used to restrict statutory consumer rights.
8. Requesting an RMA
To request a return or warranty assessment, customers should contact MKTECHSUPPORT with the relevant purchase information.
Please provide the following where available:
- Full name and contact details.
- Invoice or order reference.
- Product name, model and serial number.
- Reason for the return request.
- Description of any reported fault.
- Relevant photographs or supporting information.
Email: info@mktechsupport.co.za
You can also use our Contact page.
9. RMA References
Where an RMA reference is issued, customers should include it in return-related communication and packaging instructions.
An RMA reference helps identify the product and associated return request.
Failure to obtain an administrative reference will not automatically remove a statutory right to return qualifying goods.
10. Packaging Returned Products
Customers should package returned goods securely to reduce the risk of damage during transit.
Where reasonably possible, customers should use suitable protective packaging and follow the return instructions provided by MKTECHSUPPORT.
Original packaging may assist with safe transport, but will not be imposed as an absolute condition for a statutory remedy where the law does not permit that requirement.
Customers should confirm which accessories need to accompany the returned product.
11. Return Shipping and Collection
The responsibility for return shipping or collection costs depends on the reason for the return and applicable law.
Where legislation requires MKTECHSUPPORT to accept a return at its own risk and expense, those requirements will be followed.
For qualifying electronic transaction cooling-off cancellations, the consumer may be responsible for the direct return cost as permitted by law.
Return arrangements should be confirmed with MKTECHSUPPORT before dispatch where reasonably possible.
12. Product Inspection and Assessment
Returned goods may require inspection or testing to establish the reported fault or reason for return.
Assessment may be conducted by MKTECHSUPPORT, a supplier or an authorised manufacturer service provider.
Customers will be informed of material assessment findings where reasonably possible.
Assessments will not be used to impose unauthorised fees or deny valid statutory remedies.
13. Repair, Replacement or Refund
The appropriate remedy depends on the reason for the return and applicable legislation.
Where the six-month statutory implied warranty applies, qualifying consumers may elect repair, replacement or refund, subject to the Consumer Protection Act.
A manufacturer or supplier warranty may provide additional remedies outside the statutory warranty period.
MKTECHSUPPORT will communicate the applicable remedy options following assessment.
14. Refund Processing
Approved refunds will be processed according to the applicable legal requirements and payment arrangements.
Where a statutory refund deadline applies, MKTECHSUPPORT will comply with that deadline.
The time taken for refunded funds to appear may also depend on the relevant payment service provider or financial institution.
Read our Refunds & Cancellations Policy for additional information.
15. Manufacturer and Supplier Warranty Claims
Certain product warranty claims may require supplier or manufacturer involvement.
MKTECHSUPPORT may coordinate the relevant assessment or return process.
A supplier's administrative requirements will not override statutory consumer rights against MKTECHSUPPORT.
Please review our Product Warranty Policy.
16. Out-of-Warranty Products
If a product is not covered by an applicable statutory or commercial warranty, MKTECHSUPPORT may offer a separate paid assessment or repair service.
Any chargeable service will be subject to disclosure and customer approval.
Customers may request a repair through our Repair Booking page.
17. Personal Data on Returned Devices
Customers returning computers, storage devices or other equipment containing personal information should back up important data whenever reasonably possible.
Customers should remove unnecessary personal information and sign out of accounts where practical and appropriate.
MKTECHSUPPORT will exercise reasonable care when handling returned equipment and personal data.
Please review our Privacy Policy.
18. South African Consumer Rights
This policy is intended to operate consistently with applicable South African consumer legislation.
Relevant laws may include the Consumer Protection Act and the Electronic Communications and Transactions Act.
The rights available to a customer depend on the type of transaction and applicable legal requirements.
Nothing in this policy removes or restricts mandatory statutory remedies.
19. Complaints and Disputes
Customers who disagree with a return or warranty assessment may contact MKTECHSUPPORT to request a review.
We will make reasonable efforts to investigate complaints and explain the applicable outcome.
Customers retain the right to approach an appropriate consumer protection authority, ombud or court where legally entitled.
20. Policy Updates
MKTECHSUPPORT may update this Returns & RMA Policy to reflect changes in procedures, supplier arrangements or applicable law.
Changes will not retrospectively remove statutory rights or existing binding commitments.
The effective date and version displayed on this page identify the current published policy.
21. Contact Information
For returns, warranty claims or RMA enquiries, contact:
MKTECHSUPPORT
Email: info@mktechsupport.co.za
Website: https://mktechsupport.co.za/
Contact page: Contact MKTECHSUPPORT