Buying online means you can’t hold a product before deciding — so if it’s not right for you, or something arrives wrong or faulty, sorting it out should be simple. This page sets out exactly how, with no fine-print surprises.
The short version
- Wrong item, damaged in transit, or faulty on arrival — we collect it free and refund or replace it, your choice, whether or not the box has been opened. Please return it in its original packaging, as delivered, wherever you’re able to — if the packaging itself is part of what’s damaged, just send back what you have.
- Changed your mind — return it within 30 days of delivery (this is a hard cutoff — we can’t process requests after that), unused, in its original packaging, as delivered. Factory-sealed items (consoles, phones and similar) must still have their seal intact. You cover the return courier cost.
- Refunds are paid back to your original payment method, usually within 5–10 business days of us receiving and checking the item.
If you simply change your mind, you have 30 days from the date of delivery to return an item, provided:
- It’s unused, undamaged, and in its original condition;
- It’s in its original packaging, as delivered, with all accessories, manuals, and free items included;
- For factory-sealed products — gaming consoles, phones, tablets, and similar — the manufacturer’s security seal is still unbroken. Once a sealed item has been opened, it’s no longer eligible for a change-of-mind return, though it’s always still covered if it turns out to be faulty (see Faulty, Damaged or Wrong Item below);
- It isn’t one of the excluded items listed under “What Can’t Be Returned” below.
You’re responsible for the cost of returning the item to us for a change-of-mind return — we’ll tell you the estimated courier cost (or you’re welcome to arrange your own courier) when you start the return. Once we’ve checked the item is in the condition described above, we refund the full price you paid for it.
Why the seal matters: we want genuine change-of-mind returns to stay this easy and free of hassle — but once a console, phone, or similar device has been opened and used, we can’t resell it as new, and we don’t resell electronics as second-hand. Keeping the seal intact is what lets us offer a window this generous at all, without it being used to effectively rent products for free.
Every return is inspected once it arrives. If an item shows signs of use beyond simply being opened and tried (visible wear, missing accessories or parts, a broken seal on a sealed-item category, etc.), we may decline the return and send the item back to you, offer a partial refund reflecting its reduced value, or deduct a reasonable amount for the benefit you gained from using it — consistent with how South African law treats goods returned after use.
We also monitor return patterns. An account with an unusually high number of change-of-mind returns — for example, repeatedly ordering, using, and returning the same type of product — may have its change-of-mind return privilege limited or reviewed. This never affects your statutory 7-day cooling-off right or your rights for a genuinely faulty item, which always apply in full.
If an item arrives damaged, faulty, not as described, or isn’t what you ordered, that’s on us — contact us within a few days of delivery and we will, at no cost to you:
- Arrange free courier collection from your delivery address; and
- Offer you a replacement, repair, or full refund — your choice.
Please send the item back in its original packaging, as delivered, along with all accessories and manuals — it's how we ask everything to travel back to us, and it helps the item arrive back with us in one piece. If the packaging itself was damaged in transit or is otherwise part of the problem you're reporting, that's fine — just send back what you have and tell us in the comments when you request the return; it won't affect your refund, replacement, or repair.
You have 6 months from delivery to report a genuine defect — this is your right under the Consumer Protection Act, separate from (and not used up by) the 30-day change-of-mind window above (see Warranty in our Terms of Service).
Once the item reaches us, we inspect it before deciding anything. If we accept the return, you choose the outcome: repair, replacement, store credit, or a full refund. Two honest caveats — not every defect can be repaired, and we don’t always have matching replacement stock on hand, so we’ll be upfront with you about which of those options are actually available for your item before you have to choose.
When we can’t accept a defective claim
An item isn’t defective — and we can’t process it as one — if the problem is actually:
- Normal wear and tear — the ordinary damage that builds up over time with regular use;
- Damage from how it was used or looked after — drops, spills, or general neglect;
- Damage from an electrical surge, or corrosion from a salty/coastal environment;
- Damage caused by modifying the item yourself; or
- The item working exactly as described, just not for what you personally needed it to do.
If we decide a claim falls into one of these and reject the return, we’ll always explain why and send the item back to you — if we can’t get it delivered back to you within 30 days (for example you’re unreachable or refuse the delivery), we’ll treat it as abandoned and may dispose of it.
- Email us at support@axonsystemstechnologies.co.za with your order number and the reason for the return — or sign in and view the order under My Orders for the fastest reference.
- We’ll confirm by email within 1–2 business days, with return instructions and, for faulty/wrong items, a free collection booking.
- Pack it securely in its original packaging, as delivered, with all accessories and manuals included.
- Send it back — via our collection (faulty/wrong item) or your own arranged courier (change of mind).
- We inspect and refund once the item arrives with us, and email you to confirm.
Every return goes back to us by courier — either our own free collection (faulty, damaged, or wrong item) or one you arrange yourself (change of mind). For anything large or awkward to box up yourself — a full gaming PC, a monitor, a workstation tower — we’ll always arrange collection rather than expect you to ship it.
All refunds are paid back to the original payment method used at checkout via PayFast — we don’t offer cash or store-credit-only refunds unless you specifically prefer store credit. Once your return is received and checked, refunds are typically processed within 5–10 business days; your bank or card issuer may take a few additional days to reflect it in your account. You’ll get an email confirming the refund and amount.
Changed your mind before the order has even shipped? Email us as soon as possible — if it hasn’t left our hands yet, we’ll cancel it and refund you in full, no questions asked.
For hygiene, licensing, or practical reasons, the following can’t be returned for a change of mind (faulty items in these categories are still covered under “Faulty, Damaged or Wrong Item” above):
- Software licences, digital codes, or gift cards once activated, revealed, or redeemed;
- Earphones, headsets, and similar personal-use audio accessories once opened;
- Custom-built or made-to-order systems once assembly has started;
- Items explicitly marked “clearance”, “as-is”, or “final sale” on the product page.
Our team is genuinely on your side here — reach out any time at support@axonsystemstechnologies.co.za or 076 260 1666 and we’ll sort it out. This policy forms part of, and should be read together with, our Terms of Service.