Returns & Refunds Policy

A. Dead on Arrival (DOA) — 14 Days

If your product arrives not working, physically damaged in transit, or missing components, it qualifies as Dead on Arrival (DOA). We offer a 14-day DOA window from the date of delivery — double the industry standard — so you have enough time to thoroughly test your purchase.

Your remedies (your choice)

1. Replacement — we dispatch an identical replacement unit at no cost to you.
2. Full refund — of the purchase price including original shipping fees.

Conditions

• Report the issue within 14 calendar days of the delivery date shown on your tracking record.
• Provide photos or a short video clearly showing the damage or fault when contacting us.
• Return shipping is at our risk and expense — we arrange and pay for collection.
• Replacement dispatched or refund issued within 10 business days of receiving the returned unit.

B. 7-Day Cooling-Off Period (ECT Act, Section 44)

Because you are purchasing goods through an electronic transaction, you have the right to cancel your purchase within seven (7) days of receiving the goods, without giving any reason and without penalty.

How it works

• Contact us within 7 days of receiving your order to request a return.
• Return the goods in their original, unopened packaging and in the same condition as received (unused, all accessories included).
• No penalty or cancellation fee will be charged.
• You are responsible for the direct cost of return shipping.
• We will issue a full refund within 30 days of receiving the returned goods (we aim to process within 10 business days in practice).

Exceptions to the cooling-off right

The 7-day cooling-off right does not apply to:

• Custom-made or personalised (bespoke) items manufactured to your specifications.
• Sealed audio, video recordings, or computer software where the seal has been broken after delivery.
• Perishable goods.
• Newspapers, periodicals, or magazines.

C. Defective Goods — Implied Warranty (CPA, Section 56)

Under Section 56 of the Consumer Protection Act, if goods develop a fault or defect within six (6) months of delivery, you are entitled to choose one of the following remedies:

1. Repair of the goods at no charge.
2. Replacement of the goods with an identical or similar item.
3. A full refund of the purchase price.

The choice of remedy is yours, not ours.

Return shipping for defective goods

Where goods are returned as defective, the return is at our risk and expense. We will arrange and pay for the collection or return shipping of the defective item.

What counts as defective?

• The goods are materially different from what was described or displayed on our website.
• The goods are not suitable for the purpose they are generally intended for.
• The goods are not of good quality, free of defects, and in good working order.
• The goods do not comply with any applicable standards set under the Standards Act.

What does NOT count as defective?

• Damage caused by misuse, accidental drops, or liquid damage.
• Normal wear and tear.
• Damage from unauthorised repairs or modifications.
• Issues arising from using the product outside its rated specifications.

D. Manufacturer Warranty (Beyond 6 Months)

Most products we sell carry a 1–2 year manufacturer warranty (varies by brand and product category). After the 6-month CPA implied warranty period, claims are handled through the manufacturer or their authorised service centre.

• Contact us at support@keovationdigital.store and we will assist you in lodging a warranty claim with the relevant brand.
• Proof of purchase (your order confirmation email) is required for all warranty claims.

E. How to Return an Item

Step 1: Contact us

Email support@keovationdigital.store with the following information:

• Your order number.
• The product(s) you wish to return.
• The reason for the return (DOA, cooling-off, defective, or other).
• Photos or a short video of the product and packaging (required for DOA and defective goods).

Step 2: Return authorisation

We will respond within 4 business days with a Return Authorisation Number (RAN) and return instructions. Do not ship items back without a RAN — unauthorised returns may experience delays.

Step 3: Pack and ship the item

• Items must be returned in their original packaging with all accessories, manuals, cables, and documentation included.
• For cooling-off returns, items must be unused and in resaleable condition.
• For DOA and defective returns, we arrange and pay for collection.
• Write the RAN clearly on the outside of the package.

Step 4: Inspection and resolution

Once we receive and inspect the returned item (typically within 3–5 business days of receipt):

• DOA returns: Replacement dispatched or refund issued within 10 business days.
• Cooling-off returns: Refund processed within 30 days of receiving the goods (we aim for 10 business days in practice).
• Defective returns: Repair, replacement, or refund processed within 21 business days.

F. Refund Method

All refunds are processed to the original payment method used at checkout via PayStack.

• Card payments: Reversed to the same card. Allow 5–10 business days for the refund to reflect after processing.
• EFT / bank transfer: Returned to the originating bank account. You may be asked to provide banking details for verification.

G. Items That Cannot Be Returned

The following items are not eligible for return under the cooling-off or DOA rights:

• Custom-made or personalised products.
• Sealed software, audio, or video recordings where the seal has been broken.
• Perishable goods.
• Items damaged due to misuse, negligence, liquid damage, or unauthorised modification.
• Products with removed, altered, or tampered serial number stickers.

Note: These exclusions do not affect your rights under Section 56 of the CPA for defective goods. If an item is genuinely defective, you may return it regardless of the above exclusions.

Questions?

If you have any questions about our returns policy, please contact us:

• Email: support@keovationdigital.store

Business hours: Monday – Friday, 08:00 – 17:00 SAST