Warranty & Returns Policy
Warranty & Returns Policy
Super Comm is dedicated to providing the highest quality products and services to our customers. We go to great lengths to ensure that the products you receive are of excellent quality, in good working order, and free of flaws. Our products are factory-refurbished locally in South Africa. Each product is thoroughly inspected and tested to ensure you receive a like-new professionally refurbished device, and our process is Microsoft-certified and ISO-benchmarked.
Minor issues may arise on rare occasions while your package is being shipped across the country, or due to human error. If something isn't quite right, you require assistance, or you have any questions or concerns, please contact us and we will work with you to resolve any issues as soon as possible.
All Certified Refurbished Products and/or equipment delivered to a South African address are covered by a 12-month warranty from the date of delivery, as determined by the Proof of Delivery documentation. The warranty covers the supplied accessories, which may include the keyboard, mouse, battery, and charger. Customers who want to file a warranty claim must follow the warranty instructions and procedures.
After the initial warranty has expired, Super Comm also provides a Remote Diagnostics service for an additional 12 months and will be able to quote on any repairs required in this period.
An additional 12-month warranty can be purchased at an additional charge, within 30 days of purchase.
Incorrectly Dispatched Items
If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. It is essential that when returning an item to us, that it is packaged securely to prevent any damage during transit. Please see the ‘Returns Process’ and ‘Preparing your products for a return’ sections for additional information.
Once we have inspected the returned product and validated your return, we will deliver the correct product to you as soon as possible.
If the product is missing any accessories or parts, you must notify us urgently, and no later than 24 hours after the delivery date (as determined by the proof of delivery information). To lodge a query, please send an email to email@example.com, with your order number, notes on what was not included, and a photo of the received package / received items so that we can validate and investigate the cause. Once the discrepancy has been validated, we will dispatch any missing items as soon as possible. (Please ensure that you have inspected all compartments of the packaging prior to lodging your query)
Products damaged on delivery
Should a product be damaged at the time of delivery, you must notify us urgently, and no later than 24 hours after the delivery date (as determined by the proof of delivery information)
If you notice signs of damage to the package/s being delivered, we recommend that you take photographs of the packages prior to opening them. We do package our products with multiple layers of protection, but these photos would be helpful should there be damage to the product inside and we need to lodge a complaint with the courier service.
To lodge a query, please send an email to firstname.lastname@example.org, with your order number, notes on the damage, and photos of the received package / received items so that we can validate and investigate the cause.
Once the damage has been validated, we will arrange to collect the product from you at no charge. It is essential that when returning an item to us, that it is packaged securely to prevent any additional damage during transit. Please see the ‘Returns Process’ and ‘Preparing your products for a return’ sections for additional information.
Once we have inspected the product and validated your return, we will at our discretion repair or replace the product as soon as possible or credit your account with the purchase price of the product for an exchange.
Where a product is damaged in transit, and we are unable to offer the same model as a replacement, we will provide suitable alternatives and upon mutual agreement of the replacement, will process an order with the credit for the returned items applied. Where an alternative replacement cannot be agreed upon, a refund will be processed. Please see the Refunds section for further detail.
If you have received a product which turns out to be defective, please notify us as soon as reasonably possible after you become aware of the defect. Please refer to the Returns Process for requirements related Product Returns.
We market and sell refurbished products, and we make it clear on our website and on each product specification that the items are not new and may have minor marks/scratches. Because refurbished products are less expensive than brand new products, minor flaws are not considered Defects under this Warranty and Returns policy.
In addition, the following will NOT be regarded as defects and will not entitle you to a return:
- Faults arising from Third party software, Malware and viruses.
- Faults resulting from normal wear and tear.
- Damage arising from negligence, user abuse or incorrect usage of the product.
- Damage arising from electrical surges or sea air corrosion.
- Damage arising from a failure to adequately care for the product.
- Damage arising from unauthorized alterations to the product.
- Where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you.
Super Comm does not sell products on an experimental basis. Customers are strongly advised to check suitability and specifications of products before ordering. Where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit client, we may at our discretion, allow for the exchange of the product for an alternative product, provided that the returned product is in materially the same condition as when it was sent, and is in a sellable condition
Where Super Comm, at its discretion agrees to accept the return for credit of unwanted products, we will arrange for the collection of the product. It is essential that when returning an item to us, that it is packaged securely to prevent any damage during transit. Please see Preparing your products for a return section for additional information.
Once we have inspected the product and validated the return, we will offer alternative product options, and upon mutual agreement of the replacement, will process an order with the requisite charges and credit for the returned items applied.
In the case of an exchanged product, the following scenarios and charges may be applicable:
- Exchanges within 7 days of delivery date (as determined by the proof of delivery information) will be subject to an exchange fee of R550 ex VAT, to cover the assessment of the returned product and courier charges.
- Exchanges older than 7 days, but less than 30 days will be subject to an Exchange / Refurbishment fee of R950 ex VAT, to cover the assessment and refurbishment of the returned product and courier charges.
- Exchanges older than 30 days, but less than 90 days will be subject to an Exchange / Refurbishment fee of R950 ex VAT (as above) and a Pro rata fee for the period of the Warranty that has elapsed.
- Exchanges older than 90 days are not accepted for refund or exchange.
Where a product has been customised at the request of the client, an additional surcharge of R500 ex VAT will be levied to cover the cost of converting the item to its standard specification.
Please note Software Licenses, such as Microsoft 365, which have been claimed or used are non-returnable but will in most cases be transferrable to the replacement device.
We understand how stressful and frustrating it can be to deal with a defect in your product. Rest assured that we will collaborate with you to solve your problem as quickly and efficiently as possible.
When you notice a potential flaw or error, send an email to email@example.com outlining the problem. Once this is received, we will work with you to schedule a remote diagnostic. We've discovered that the vast majority of challenges can be resolved quickly using this method.
Where we are unable to assess the device via remote diagnostics, we will arrange to collect the product from you at no charge, for further review or assessment. It is essential that when returning an item to us, that it is packaged securely to prevent any damage during transit. Please see Preparing your products for a return section for additional information.
We will at our discretion repair / replace the product. We may send your device, or components of your device to the product supplier / manufacturer for evaluation, repair, or exchange as part of our process. In these cases, we will need to wait for the final report before we can close any warranty claims. We will provide you with updates, as we go through our process.
Please keep in mind that if we collect an item for evaluation and it is found to be in good working order and free of defects, we reserve the right to charge you for the courier costs, which must be paid before the item is returned to you.
Preparing your products for a return
To ensure your request is processed as quickly as possible you are responsible for the following when returning your products.
Package your products safely and securely for protection during transit.
Please be aware that if a returned product is damaged during transit due to insufficient or inappropriate packaging, Super Comm will not accept liability for the damages. It is the Customer's responsibility to ensure that the returned product is adequately packaged to avoid damage.
Ensure that you have a backup of any data you want to retain, and license information for any additional software you may have added to your device.
Super Comm will not be held liable for any data or software loss.
We recommend that you back up your data to an external source/cloud regularly as a standard practice to ensure the security of your data.
Please create a new user account with no personal data to protect your privacy. Our technicians may need to log in to your device for testing.
Please send the username and password for the account to firstname.lastname@example.org with your order number as a reference
Please see here for steps on creating a blank local user account: Create a local user or administrator account in Windows (microsoft.com)
Mark your Order number on the outside of the parcel
- Include all accessories and parts that were sold with the product, unless you have been advised otherwise by the technician
Refunds are issued only in the case where an item that was damaged on delivery (and such damage has been validated) or found to be defective within 7 days of delivery date (as determined by the proof of delivery information) and a viable replacement is not available.
Refunds will only be approved once the product has been returned, and the return item having been assessed. The assessment of the return will be completed within 7 business days from the time the item is delivered back to Super Comm.
Refunds are processing within 7 business days from the time the refund is approved.
If you return a defective product to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to refuse the return, or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.
Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by Instant EFT will be refunded to the same bank account from the proof of payment. Note that validation of the bank account may be required as part of the refund process.