1.4 REFUND AND CANCELLATION POLICY (Read with our Terms and Conditions)

In accordance with Section 44 of the Electronic Communications Act 25 of 2002 (“ECT Act”) you, as the consumer, are entitled to cancel, without reason and without penalty, your purchase within seven (7) calendar days from the receipt of the good(s) and obtain a full refund provided the goods are still in an original, unopened and unused condition that it can be resold (less courier fees if applicable).

In the event that you cancel the transaction within the 7 (seven) day cooling off period, the goods and products purchased and delivered to you must be returned to us. You will be liable for the direct cost of returning the goods.

Any product returned must be in the original condition and in good working order, must be sealed and unopened and there must be no missing items such as, but not limited to manuals, software installation discs and accessories.

If payment for the goods or services has been affected prior you exercise your right in terms of the cooling off period, you will be entitled to a full refund of such payment. The refund will be paid to you within 30 days of the date of cancellation.

There are some exceptions to the “cooling off” period and in terms of Section 42(2) of the ECT Act, Section 44 (Cooling Off Period) will not apply to electronic transaction in the following circumstance:

  • Computer software which has been opened or has seals broken.
  • Consumables which have been opened or has seals broken, including blank CDs, blank DVDs, printer heads, printer cartridges, printer toners, printer ink tanks and laser drums.
  • Products which by their nature cannot be returned (including electronic vouchers).
  • Products which have had their security tampered with and/or are otherwise used.
  • Where the goods are made to the consumer’s specifications and / or are personalized, including items specially ordered for customers.

For both the COOLING OFF PERIOD and NON-DEFECTIVE PRODUCT RETURNS, the products must be returned within seven (7) calendar days of date of receipt of the goods to our door in their original packaging. The cost of returning the products will be solely at your expense without exception. Should a product be damaged/go missing while in transit to MIDTOP GROUP, we will not be liable and unable to credit/refund you. We suggest that courier insurance be taken for all returns to MIDTOP GROUP should an opened/unsealed product be returned, a handling fee of up to 25% may be charged. The products are required to be in resalable condition. Products that are returned with missing items including, but not limited to, manuals, software installation discs, manuals and accessories, will not be credited or refunded. It is at our sole discretion to pass credit or refund if an unsealed or otherwise opened product is returned to us.

Software will only be credited or refunded if the packaging is unopened/no seals are broken, and the return is accompanied by a police affidavit.

Consumables including, but not limited to, blank CDs, blank DVDs, printer heads, printer cartridges, printer toners, printer ink tanks and laser drums can only be returned for credit or refund if unopened/sealed and unused.

All products are covered by the manufacturer’s prescribed warranty, which is typically one (1) year from date of invoice unless otherwise specified.

If you find that your product is defective or faulty, we will repair, replace or provide a full refund (less any delivery costs) for the product within the first 6 (six) months of purchase, being the purchase date reflected on the invoice. Please notify MIDTOP GROUP via email of any defective or faulty products. Once we have received your email, we will arrange to have the product.

Returned to us at our expense MIDTOP GROUP will assess the product returned and should the product be found to be defective; you are entitled to either:

  • Have the product repaired
  • Have the product replaced
  • Be fully refunded minus delivery costs (if any)

Should you have a successful warranty claim and wish to have the product repaired or replaced, we will return the repaired/replaced product to you at our expense (assuming your purchase was originally for delivery).

Should the customer have an unsuccessful warranty claim (e.g., the product is NOT defective or faulty) then the customer will be liable for all courier fees (collection, return and any other fees that might arise, such as labour fees).

Please note the following issues/problems will NOT render the product defective and / or faulty and will NOT entitle you to any repair, replacement, credits, or refunds:

  • Faults resulting from normal wear and tear.
  • Physical damage to the product.
  • When you or someone unauthorized by MIDTOP GROUP has altered, modified, damaged or removed any warranty seal(s) and/or screw(s).
  • Hardware or software including, but not limited to, operating systems, office suites, antivirus packages and games, which are not compatible with your system and/or existing hardware.
  • Equipment which shows evidence of impact, sand, liquid/moisture damage, dropping, mishandling/tampering, chemical corrosion, lightning/surge damage, damage caused by connecting incompatible equipment or used in a way contrary to the applicable instruction manual.

1.5 INCORRECT/ DAMAGED/RETURN POLICY

Should you receive incorrect products please notify us within the first two (2) calendar days of receipt so that we can rectify the mistake.

We will take back any incorrect products that are unopened, in their original condition, in good working order and have no missing items, such as but not Limited to manuals, software installation discs and accessories. We will exchange and /or replace and /or provide a full refund for the incorrect. If your products arrived damaged, missing any parts or accessories please notify us within two (2) calendar day of receipt so that we can rectify the issue.

1.6 OPEN BOX ITEMS

Items sold as “open box” have the following additional policies:

  • These items will be clearly marked as “open box”
  • The item itself is in as-new condition, although seals may be broken, the packaging may be damaged, or some original packaging may be missing
  • All original accessories are included unless otherwise stipulated
  • The full manufacturer’s warranty applies unless otherwise stipulated
  • These items cannot be returned for credit or refund, and can only be returned under warranty for replacement

For all returns, with exception to the “Incorrect / Damaged Return Policy”, you will need to send the products back to us at your own expense.

The original courier fee is non-refundable.

Any products returned to us that are not in their original condition (e.g. missing manuals, warranty cards, accessories or other materials), and not in good working order, cannot be returned for a replacement, exchange or refund.

1.7 RETURN INSTRUCTIONS

All products being shipped back to MIDTOP GROUP should be carefully packed in protective materials where necessary. The package should have the order number and return address clearly marked. Should a product be damaged or lost while being delivered to our offices, MIDTOP GROUP will not be liable for the damages. It is recommended to insure any items that you send to us.