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RETURN POLICY

AUTOMATE DIGITAL

RETURNS, REFUNDS & WARRANTY POLICY

At Automate Digital, we are committed to supplying products that are accurately described, fit for their intended purpose and in good working condition.

This policy is intended to protect both our customers and Automate Digital and must be read together with the Consumer Protection Act 68 of 2008 (“CPA”) and any other applicable South African legislation. Nothing in this policy is intended to limit any rights that a customer may have under applicable law.

1. RETURN PROCEDURE

Before returning a product, please contact Automate Digital at info@automatedigital.co.za and provide:

  • Your invoice or order number;

  • The product you wish to return;

  • The reason for the return;

  • Photographs or videos of the product and alleged fault or damage, where reasonably possible; and

  • Any other information reasonably required to assess the return.

Products should, where reasonably possible, be returned securely packaged together with the accessories, cables, trays, manuals and other items originally supplied.

Automate Digital reserves the right to inspect and/or test a returned product to determine the cause and nature of any alleged defect or damage before finalising the return, without limiting the customer's statutory rights.

2. CHANGE-OF-MIND RETURNS

Where applicable law provides a cooling-off or return right, Automate Digital will honour that right.

For eligible online transactions where a statutory cooling-off period applies, a customer may cancel the transaction within the applicable statutory period. The customer may be responsible for the direct cost of returning the goods where permitted by law.

For purchases where no statutory change-of-mind right applies, Automate Digital may, at its discretion, accept a return provided that:

  • The request is made within 7 days of delivery;

  • The product is unused and undamaged;

  • The product is returned with its original packaging and accessories; and

  • The customer pays the applicable return transportation/courier costs.

Acceptance of a discretionary change-of-mind return is subject to inspection.

3. INCORRECT PRODUCT SUPPLIED

If Automate Digital supplies a product that is materially different from the product ordered or agreed upon, please notify us as soon as reasonably possible.

Once the return has been validated, Automate Digital will arrange, as applicable, to:

  • Supply the correct product; or

  • Provide another remedy available under applicable law.

Where the incorrect product was supplied due to an error by Automate Digital, the customer will not be responsible for reasonable return transportation costs.

4. PRODUCTS DAMAGED ON DELIVERY

Customers are requested to inspect products as soon as reasonably possible after delivery.

Visible transit damage should preferably be reported to Automate Digital within 7 days of delivery, together with photographs where possible.

The 7-day notification request does not remove any statutory rights the customer may have in relation to defective, unsafe or poor-quality goods.

Where the damage occurred before or during delivery for which Automate Digital was responsible, Automate Digital will provide the appropriate remedy in accordance with applicable law.

Damage occurring after delivery due to misuse, negligence, incorrect transportation, unauthorised repair, power surges or other external causes will not ordinarily be considered damage attributable to Automate Digital.

5. DEFECTIVE PRODUCTS AND STATUTORY WARRANTY

Where the CPA applies, goods are subject to the statutory implied warranty of quality provided by the CPA.

If a product fails to meet the applicable standards of quality within six months after delivery, the customer may have the right, subject to the CPA, to return the product at Automate Digital's risk and expense and direct Automate Digital to:

  • Repair the product;

  • Replace the product; or

  • Refund the purchase price.

Automate Digital may reasonably inspect and test the product to determine the nature and cause of the reported problem.

If Automate Digital repairs goods and, within three months after that repair, the original defect has not been remedied or a further qualifying failure, defect or unsafe feature is discovered, the remedies prescribed by the CPA will apply.

6. WHAT IS NOT CONSIDERED A DEFECT

Subject always to applicable law, the following will generally not constitute a product defect attributable to Automate Digital:

  • Normal wear and tear;

  • Damage caused by misuse, abuse or negligence;

  • Accidental or physical damage occurring after delivery;

  • Damage caused by incorrect installation, operation or maintenance;

  • Damage caused by electrical surges, lightning, unstable power supply or environmental conditions;

  • Damage caused by liquid, fire, excessive dust, corrosion or other external factors;

  • Damage resulting from modifications, alterations or repairs performed by unauthorised third parties;

  • Damage resulting from using incompatible or unsuitable parts, toner, consumables or accessories;

  • Failure to follow operating, maintenance or care instructions; or

  • A product not meeting a customer's preference where its specifications and condition were accurately disclosed and the product is otherwise fit for its intended purpose.

Where Automate Digital alleges that a fault resulted from one of these circumstances, this will be assessed based on the circumstances and applicable law.

7. REMANUFACTURED, REFURBISHED AND PRE-OWNED PRINTERS

Automate Digital supplies both new and remanufactured, refurbished and/or pre-owned equipment.

Where a printer is sold as remanufactured, refurbished or pre-owned, this condition will be disclosed to the customer before or at the time of sale.

The customer acknowledges that such equipment is not represented as factory-new and may therefore display reasonable cosmetic signs of previous use, including minor scratches, marks, discolouration or other cosmetic imperfections consistent with its age and previous use.

Such cosmetic characteristics will not ordinarily constitute a defect where they were disclosed, reasonably apparent or consistent with the disclosed condition of the equipment and do not materially affect its functionality.

However, selling equipment as remanufactured, refurbished or pre-owned does not remove any statutory rights that may apply to the transaction.

8. PRINTER METER READINGS

Where a meter reading is supplied or disclosed before purchase, the customer acknowledges that the reading forms part of the description of the equipment at the relevant time.

Where reasonably possible, Automate Digital may provide the customer with the meter reading before delivery or collection.

A customer purchasing a remanufactured, refurbished or pre-owned printer acknowledges that such equipment has previously been used and will therefore ordinarily have an existing meter count.

9. CONSUMABLES AND TONER CARTRIDGES

For toner cartridges, drums, imaging units and other consumables, Automate Digital may inspect and test the item before approving a return based on an alleged defect.

Products damaged by incorrect installation, misuse, incompatible equipment, contamination, improper storage or other customer-caused damage may not qualify as defective products.

Nothing in this clause limits rights available under applicable consumer law.

10. UNAUTHORISED REPAIRS AND THIRD-PARTY TECHNICIANS

Customers should contact Automate Digital before allowing a third party to dismantle, modify or repair equipment where the equipment is still subject to an Automate Digital warranty.

Automate Digital will not be responsible for damage or defects caused by unauthorised modifications, repairs, alterations or interference by a third party.

However, the involvement of a third party will not automatically cancel statutory rights unrelated to the third party's work. Where Automate Digital relies on this exclusion, the alleged damage or defect must reasonably relate to the unauthorised work or alteration.

11. INSPECTION AND FAULT ASSESSMENT

Where a product is returned as defective, Automate Digital may conduct a reasonable technical inspection or diagnostic assessment.

If the assessment establishes that the fault is covered by the CPA or an applicable Automate Digital warranty, the appropriate remedy will be provided.

If the assessment establishes that the product is not defective and the problem resulted from misuse, accidental damage, incorrect installation, an external cause or another circumstance not attributable to Automate Digital, the customer may be responsible for reasonable inspection, repair and transportation costs, where legally permissible and where such costs have been disclosed or agreed.

12. COLLECTION AND DELIVERY COSTS

Where goods qualify for return because of a defect or failure covered by the CPA, transportation will be dealt with in accordance with the CPA.

For discretionary change-of-mind returns or faults caused by circumstances for which Automate Digital is not responsible, the customer may be responsible for reasonable collection, courier, delivery and/or inspection costs where legally permissible.

13. REFUNDS

Where a refund is legally due and approved, it will be processed using an appropriate payment method and within the period required by applicable law.

Refunds will ordinarily be made to the person or entity that made the original payment, subject to reasonable verification requirements.

Automate Digital may request proof of payment and banking information where reasonably necessary to prevent fraud or payment errors.

14. BUSINESS-TO-BUSINESS TRANSACTIONS

Certain provisions of the CPA may not apply to transactions involving juristic persons or transactions falling outside the scope of the CPA.

Where the CPA does not apply, the applicable quotation, invoice, warranty terms, service-level agreement, rental agreement and/or other written agreement between Automate Digital and the customer will govern the transaction.

15. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

  • Using equipment according to its intended purpose;

  • Following reasonable operating and maintenance instructions;

  • Using suitable electrical protection where appropriate;

  • Providing accurate information when reporting faults;

  • Allowing Automate Digital a reasonable opportunity to inspect reported problems where appropriate; and

  • Taking reasonable care of equipment while a return or warranty claim is being processed.

16. FAIR APPLICATION OF THIS POLICY

Automate Digital will assess each return or warranty claim based on the circumstances of the transaction, the condition of the product, the cause of the reported problem and applicable law.

Nothing in this policy excludes, restricts or overrides any statutory right that cannot lawfully be excluded or restricted.

Automate Digital
Email: info@automatedigital.co.za

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