Refund and Returns Policy

1. Change of mind and ordinary returns

POTATOTECH may accept a return request within 7 calendar days of delivery when the item is unused, uninstalled, undamaged, complete and reasonably suitable for resale.

If a specific product listing states a different return period, return restriction or product-specific condition, the product-page information applies.

For this commercial return route, the item should remain in its original packaging where applicable, with all accessories, labels, protective materials and documentation included. A return request may be declined where the item has been installed, permanently bonded, soldered, modified, damaged or returned incomplete, subject always to statutory rights.

For a genuine change-of-mind or customer-selection return, reasonable return delivery costs may be the customer’s responsibility. POTATOTECH does not apply an undisclosed or automatic restocking fee under this policy. Any proposed deduction must be separately explained and must not reduce a remedy required by law.

Cancellation before dispatch

If an order has not yet been dispatched, the customer may contact POTATOTECH to request a cancellation. Where an order has already been handed to the courier, it cannot simply be cancelled and will follow the return process instead. For overseas or direct-ship items, once the supplier has processed or dispatched the order, cancellation may no longer be possible.

2. Wrong model, variant or compatibility choice

Before ordering, check the exact brand, model number, variant, connector, revision and part number. If the listing information was accurate but the customer selected the wrong item, an unused and undamaged item may be considered under the ordinary-return process.

If POTATOTECH supplied incorrect compatibility information, omitted a material compatibility limitation or represented the item inaccurately, the matter will be assessed as a supplier or listing error. The customer will not be required to accept responsibility merely because the item was selected from the listing.

3. DOA — Dead on Arrival

Contact POTATOTECH as soon as reasonably possible if an item appears not to function when first tested. Include the order number, SKU, exact model, a description of the test performed and clear photographs or video where available.

1. Contact [SUPPORT EMAIL] and keep the original packaging.
2. Provide the requested photos, video and basic test information.
3. Wait for a return authorisation or written return instructions.
4. Return the item securely for inspection if requested.
5. Depending on the findings and applicable law, POTATOTECH may repair, replace or refund the item.

A replacement is subject to stock availability; lack of replacement stock does not remove any statutory remedy that applies.

4. Defective goods and warranty

Commercial warranty

Unless a product listing states otherwise, POTATOTECH provides a 3-month limited commercial warranty from the date of delivery. This warranty covers manufacturing or quality defects under normal use and does not cover damage caused by incorrect installation, misuse, physical impact, liquid exposure, incorrect voltage or unauthorised modification.

Where a specific product listing shows different warranty terms, the product-page information applies. A commercial warranty is additional to, and does not replace, statutory consumer protection under South African law. Product-specific commercial warranty information will be shown on the relevant product listing when confirmed.

A defect claim may require reasonable inspection to distinguish a manufacturing or quality defect from installation damage, misuse, physical impact, liquid exposure, incorrect voltage or unauthorised modification. Inspection is not a waiver of the customer’s legal rights.

5. Repair parts: compatibility and dry test

This section applies especially to screens, batteries, charging ports, flex cables, boards, connectors and other installable parts.

Before installation

1. Verify the brand and exact model.
2. Verify the variant, connector, revision and part number.
3. Compare the received item with the listing before opening or modifying it.
4. Perform a dry test before removing protective film, applying adhesive, soldering or permanently installing the part.
5. Only complete the installation after functionality has been confirmed.

6. Installation damage

Damage caused by torn flex cables, broken connectors, excessive bending, liquid, incorrect voltage, incorrect installation, soldering damage, physical impact, unauthorised modification or other handling outside the product instructions may affect a commercial claim after inspection.

Installation does not automatically cancel every consumer right. The relevant question is what caused the failure and which remedy applies to the transaction.

7. Return authorisation and inspection

1. Send the order number and a clear description to [SUPPORT EMAIL].
2. Include the SKU, model, photos or video and the requested troubleshooting details.
3. Wait for an RMA or return authorisation where required.
4. Pack the item securely with the relevant accessories and proof of purchase.
5. Use only the return instructions and address supplied after review.

Return address: [RETURN ADDRESS]. Do not send a parcel to this placeholder or to an address found elsewhere on the website.

8. Refunds

Where a refund is approved, it will normally be made to the original payment method where practicable. Once the returned item has been received and inspected, an approved refund is usually initiated within 5–10 business days. The final processing time may depend on [PAYMENT PROVIDER] and the customer’s bank. POTATOTECH will communicate any material delay or additional information required.

9. Complaints and escalation

First contact POTATOTECH at [SUPPORT EMAIL] and retain the order record, photographs and communications. If a complaint remains unresolved, the customer may consider the appropriate South African consumer complaint or ombud channel. POTATOTECH does not claim current membership of CGSO until that status is confirmed.