Refund policy

RETURNS: STRICT RULES

Because of the nature of these products, they are sold factory-sealed and cannot be resold as new once opened. Our returns rules are strict, so please read them before you buy.

  • Time limit. You must email us within 14 days of the day you receive your order to say you want to return it, quoting your order number. You must then post the item back within 14 days of telling us. Returns requested after 14 days are not accepted unless the item is faulty.
  • Contact us first. Do not post anything back without emailing us first. We will give you the returns address and your return reference.
  • Condition for a full refund. The item must be unopened and unused, with the factory seal fully intact, in its original packaging, with every accessory, cable, manual and free gift, and with no marks, writing, labels or damage on the box.
  • Earbuds (Headbuds Pro 3). These are sealed for health and hygiene reasons. Once the seal is broken they cannot be returned or refunded, unless they are faulty.
  • Phones and watches (i18 Android Phone, Smart Watch Ultra 3). If the seal is broken, or the item has been switched on, set up, paired, linked to an account, used, worn or damaged, you are responsible for the loss in value. We will deduct that loss from your refund, and the deduction can be up to 100% of the price, meaning no refund at all.
  • Return postage. You pay the cost of sending the item back. You must use a tracked and insured service and keep proof of postage. Items lost or damaged on the way back to us are your responsibility.
  • Inspection. Every return is inspected when it arrives. We tell you the outcome by email.
  • Returns that fail inspection. If a return does not meet these rules, you will not get a refund, or you will get a reduced refund that reflects its loss in value. The item will be sent back to you only if you pay the return postage.
  • Refunds. Approved refunds are paid within 14 days of the item reaching us, to the bank account you paid from. A full refund of the whole order includes the standard postage you paid. Any deduction is taken off the refund.
  • You can cancel an order any time before it is dispatched by emailing us with your order number. We refund everything you paid, to the account you paid from, within 14 days. Once an order has been dispatched, section 6 applies instead.

FAULTY ITEMS

  • If an item arrives faulty, email us as soon as possible, and within 48 hours of delivery where you can, with your order number, a description of the fault and photos or a short video. Do not post anything back until we reply.
  • If we confirm the fault, your legal rights apply: within 30 days of delivery you can choose a refund; after that we will repair or replace the item first, and refund if that doesn't work. For faulty items we cover the return postage.
  • A fault does not include damage from drops, accidents, liquid, misuse, normal wear and tear, unauthorised repairs, or changes to the software. Items with this kind of damage are not refunded.

CHARGEBACKS AND PAYMENT DISPUTES

  • If there is a problem with your order, you agree to email us first and give us 5 working days to resolve it before raising a dispute, chargeback or payment claim with your bank.
  • If a dispute is raised, we will send your bank the evidence we hold, including your order, the terms you agreed to and when, dispatch records and carrier tracking and delivery confirmation.
  • We may refuse future orders from anyone who raises a dispute that is found to be unfounded, or who has not contacted us first.

OUR RESPONSIBILITY TO YOU

  • We are responsible for loss you suffer that is a foreseeable result of us breaking these terms. We are not responsible for loss that was not foreseeable, or for any business losses, including lost profit or lost resale income.
  • Except where the law does not allow a limit, our total responsibility for any order is limited to the price you paid for it.
  • Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for your statutory rights over faulty goods.

ORDERS AND PAYMENT

  • All prices are in South African Rand. Postage is shown before you pay.
  • You pay on our secure checkout, run by our payment providers. Your order is only accepted once payment is confirmed.
  • We can refuse or cancel an order before dispatch, for example if a price was shown in error, stock is unavailable or we suspect fraud. If we do, we refund everything you paid.