Returns & Exchanges Policy

This Returns & Exchanges Policy applies to products and services purchased from Planet Computers within South Africa. We're committed to your satisfaction and fair treatment under the Consumer Protection Act (CPA).

1. Return Window

You may return or exchange eligible items within 7 days of delivery. The return period begins from the date you receive your item(s).

2. Eligible Returns

Items eligible for return must:

• Be in original condition with all accessories and packaging (unless defective)
• Include proof of purchase (order number or invoice)
• Not have been damaged through misuse or accident
• Not have activated software licenses (unless defective)

What You Can Return:

• Laptops and computers (if unopened or defective)
• Computer parts and accessories (in original packaging)
• Peripherals (keyboards, mice, monitors)
• Cables and adapters (unopened)

3. Non-Returnable Items

The following items cannot be returned unless defective:

• Opened software or activated license keys
• Customized or specially-ordered items
• Items showing physical damage or liquid damage
• Consumables (thermal paste, cleaning supplies, etc.)
• Items without proof of purchase

4. Return Reasons & Costs

Free Returns (We Cover Courier):

• Defective on arrival: Item doesn't work as expected
• Incorrect item: We sent the wrong product
• Damaged in transit: Item arrived damaged
• Missing parts: Components or accessories missing

Customer Pays Return Courier:

• Change of mind: You no longer want the item
• Wrong order: You ordered the wrong item
• Better price found: Found cheaper elsewhere
• Not as expected: Item doesn't meet your expectations (but works as described)

5. How to Start a Return

1. Contact us within 7 days:
   Email: calvin@planetcomputers.co.za
   Phone: 082 810 0821
   Include: Order number, reason for return, photos (if defective)
2. Receive RMA number:
   We'll issue a Return Merchandise Authorization (RMA) number and instructions
3. Pack securely:
   Include all accessories and original packaging
   Write RMA number clearly on the package
4. Ship or drop off:
   Courier collection (for free returns) or drop off at our Wynberg location

6. Inspection & Refunds

Once we receive your return:

• Inspection: We'll inspect the item within 2 business days
• Approval: If approved, refund processed immediately
• Refund method: Original payment method
• Refund time: 3-5 business days to appear in your account
• Shipping refund: Only if item was defective or our error

7. Exchanges

Exchanges are subject to stock availability:

• Same item exchange: Free if defective, customer pays courier for other reasons
• Different item exchange: Price difference applies
• If exchange item unavailable: Full refund provided
• Exchanges processed within 3-5 business days of receiving return

8. Warranty vs. Returns

Return Policy (7 days): For change of mind, incorrect orders, DOA items
Warranty (3-12 months): For manufacturing defects discovered after 7 days

See our Terms of Service for warranty details.

9. Dead on Arrival (DOA)

If an item is dead on arrival:

• Report within 48 hours of delivery
• We provide a replacement or full refund
• We cover all return courier costs
• Fast-track processing (1-2 business days)

10. Repair Services Returns

For repaired devices:

• If the same fault recurs within warranty period, we'll re-repair or refund
• Report issues within 7 days of collecting your device
• Warranty exclusions apply (see Terms of Service)

11. Restocking Fees

We do NOT charge restocking fees for returns within our policy guidelines.

12. Consumer Protection Act

This policy complies with the South African Consumer Protection Act. Your statutory consumer rights are not affected by this policy. For more information on your rights, visit the National Consumer Commission.

13. Changes to This Policy

We may update this Returns & Exchanges Policy from time to time. Changes take effect when posted on this page.

See also: Privacy Policy • Terms of Service • Accessibility