Refund policy
IDEA online shopping return policy @ 2025
Introduction
Preparing the Item for Return
Inclusive Digital Experts Africa (IDEA) aims to make your return experience fair and straightforward. Customers are expected to return goods in a resaleable condition, taking reasonable care to protect both the product and its packaging so that it can be safely received, inspected, and processed in line with South African and East African Community consumer law.
Requirements for acceptable returns
General conditions
IDEA complies with the CPA while reserving the right to classify certain items as non‑returnable for health, safety, hygiene, or customisation reasons. Goods that have been unsealed, opened, used, installed, modified, adjusted, or tampered with, or that have missing or damaged packaging, removed labels, seals, or tags, are generally not returnable except where legally required.
Original packaging and condition
The item must remain in its original packaging as received, with no broken, tampered, or removed seals, no opened boxes, detached tags, or missing plastic sleeves. The packaging must be undamaged, without removed stickers or labels, and with no pen or ink markings or writing. All items must be completely unused, uninstalled, unmounted, and unconnected in any way, and in the same condition as when received, with all parts and accessories included. The customer must ensure the return is initiated and the items are returned within the time limits specified in IDEA’s Returns Policy. The customer is responsible for returning the item in protective outer packaging (such as a box, sleeve, or mailer) that provides sufficient protection during transit. Items should not be handed to the courier only in the OEM (original manufacturer) packaging, and the
IDEA online shopping return policy @ 2025
original IDEA shipping box is not required as long as the inner parcel is reasonably protected during transport.
Timely return submission
All returns must be initiated and dispatched within the allowed time limits specified in this Returns Policy. Items received outside these timeframes may be refused or accepted only after inspection and approval at IDEA’s discretion.
Non-returnable items
For health, hygiene, safety, or customisation reasons, some products are not eligible for return, including opened or used consumables, health-related products, installed items that have already been fitted, made-to-order or custom-manufactured goods, and products marked as non-returnable at the time of sale.
Collection fee and shipping costs
The customer is responsible for all return-related shipping costs (collection fee), unless otherwise required by law or agreed in writing. If a return is accepted, IDEA will deduct both the initial shipping fee and the collection fee from the refundable amount, and IDEA does not provide prepaid return labels or accept liability for loss or damage in transit.
Time windows
Return timeframes
IDEA applies return limits in line with the Consumer Protection Act (CPA). Customers may request a return within seven calendar days of delivery for change of mind, unwanted items, incorrect items, or goods that are materially misdescribed, subject to a 15% restocking fee to cover administrative and handling costs. Returns initiated after this 7‑day period may be declined or handled at IDEA’s discretion. In contrast, defective
IDEA online shopping return policy @ 2025
or unsafe goods may be returned within 6 months from delivery under CPA Sections 55 and 56 for repair, replacement, or refund.
Defective or unsafe goods
If a repaired item fails again within 3 months, the customer may request a replacement or refund at no cost. These rights apply in addition to other statutory rights available under South African consumer law.
Getting your return ready
Proper packaging and handling
All items must be packed securely and sealed within appropriate outer packaging such as a protective box, sleeve, or mailer. No stickers, shipping labels, or waybills may be placed directly on the OEM packaging, and IDEA may reject returns handed to the courier without protective outer packaging if waybills are stuck directly to the OEM box.
Condition of the product and missing parts
All items must remain unsealed, unopened, and unused, with all original packaging components and accessories intact. If IDEA receives an item with missing parts, manuals, or accessories, the customer will be notified and given 24 working hours to provide tracking details for the missing components, failing which the return may be rejected or only partially refunded after assessment.
Responsibility during transit
IDEA does not accept responsibility for goods in transit with any courier. It is the customer’s duty to ensure proper packaging and, where appropriate, insurance for transport, and any loss or damage during transit remains the customer's and/or the chosen courier service's responsibility.
Wrong, damaged, or incomplete deliveries
IDEA online shopping return policy @ 2025
Wrong item delivered
If IDEA delivers incorrect goods, the customer must notify IDEA within seven calendar days of delivery by logging a return request. IDEA will arrange the collection of the faulty goods and the delivery of the correct items at its own cost, and refunds will not be processed where replacement stock is available.
Damaged goods on delivery
Customers must inspect their order immediately upon delivery and log a return request within 24 hours if any visible damage is noted. To do so, contact customer support with photos of the damage and the delivery details, ensuring timely processing of claims and avoiding potential rejection due to late reporting.
Missing parts or components
If parts, accessories, or components are missing, the customer must log a return request within seven calendar days of receipt. IDEA will then arrange, at its expense, prompt shipment of the missing parts or correct goods, with later requests reviewed on a case‑by‑case basis.
Defective or faulty items
Return and assessment process
Customers must return defective items to IDEA for inspection and assessment within 3 months of delivery, as allowed by the Consumer Protection Act, South Africa (CPA). Once received, IDEA will evaluate the item and, if a defect is confirmed, will repair, replace, refund, or issue store credit at the customer’s discretion, subject to stock availability.
Exclusions and conditions
Defective returns will not be accepted where issues arise from normal wear and tear, inadequate protection, natural causes or electrical surges, improper installation,
IDEA online shopping return policy @ 2025
alterations or modifications, or use outside the intended purpose. If a return is approved, IDEA will implement one of the available remedies: repair, replacement, refund, or store credit, and where repair or replacement is impossible, a refund or store credit will be issued.
Warranties
Standard warranty
IDEA offers a standard six‑month warranty on eligible products, excluding consumables, software, license codes, apparel, personal items, and items marked as non‑warrantable on the product page. Customers should verify product eligibility for warranty or return by consulting the product details or contacting customer support for clarification.
Manufacturer or extended warranties
Some products may include extended manufacturer warranties beyond six months, clearly indicated on the product page. Claims under manufacturer warranties must be logged via the designated IDEA support email, and manufacturer terms apply, which may differ from IDEA’s policy.
Walk‑in warranty and evaluation
All warranties are treated as walk‑in warranties, and the customer is responsible for returning goods to IDEA or an authorised centre unless expressly stated otherwise. Warranty items may be forwarded to the manufacturer or supplier for assessment, which can take up to 15 working days, and evaluation or call‑out fees may be charged to the customer if no manufacturing defect is found.
Remedies under warranty and exclusions
Within six months of delivery, verified defects are remedied at the customer’s discretion by repair, replacement, or refund; after six months, remedies are governed by the
IDEA online shopping return policy @ 2025
manufacturer’s warranty and may be limited to repair or replacement. Warranty claims will not be approved for failures caused by normal wear, improper installation, modification, misuse, environmental factors, electrical surges, or inadequate protective measures.
Certificates of compliance (COCs)
For specific electrical, plumbing, gas, or alternative‑energy products, a valid Certificate of Compliance (COC) may be required when lodging a warranty or defective‑item claim. Failure to provide a COC, where applicable, may result in the claim being declined or delayed pending verification of proper installation.
Bundles and kits
Pre‑packed bundles
Products sold as bundles or kits must be returned as a complete bundle with all items, accessories, and packaging materials intact. Individual components from a bundle cannot be returned, exchanged, or refunded separately.
Inspection and compliance
The entire bundle must meet all conditions in this policy, including packaging, timeframes, and product condition. Incomplete or non‑compliant bundle returns may be declined or subject to partial refunds at IDEA’s discretion.
Items that store data
Access information
For products that store data or user information (such as smart devices or security systems), customers must provide all necessary login details, passwords, and configuration information to allow IDEA or the manufacturer to evaluate the device.
IDEA online shopping return policy @ 2025
Customers must remove personal or sensitive data before returning to comply with applicable data‑protection laws.
Inaccessible devices
If IDEA or the manufacturer cannot access a device due to missing access information, the return will be rejected until the required details are provided. Failure to supply such information within a reasonable timeframe may result in the return being closed without further action.
Incorrect items returned by the customer
Verification of returned items
IDEA keeps detailed tracking via serial numbers, SKUs, and other identifiers, and customers are responsible for returning the correct product. If IDEA receives an incorrect item, it will notify the customer and hold the product for 30 calendar days for collection.
Abandoned or unclaimed items
If no response or collection occurs within 30 days, the item will be considered abandoned and disposed of at IDEA’s discretion, with no compensation or replacement provided. The customer must arrange and pay for collection in such cases.
Return requests before delivery
Returns before delivery
Return requests for items not yet delivered but already shipped will not be accepted if IDEA is still within its delivery Service Level Agreement (SLA). Standard delivery timeframes are displayed on product pages, in the cart, and at checkout.
IDEA online shopping return policy @ 2025
Restocking fee
Change‑of‑mind returns where the product is as described or not used in line with specifications are subject to a 15% restocking fee once delivery is completed, and IDEA cannot intercept or reverse a shipment already in transit. After delivery, such returns fall under the standard 7‑day window and other policy conditions.
Collection of items for rejected returns
Collection obligation
When a return claim is rejected, the customer must collect the item(s) from IDEA within 30 calendar days of notification. Items not collected within this period will be deemed abandoned and disposed of at IDEA’s discretion, with no further correspondence or compensation.
Responsibility for collection
The customer is responsible for arranging and paying for the collection of rejected returns, and IDEA is not liable for any damage or loss once the collection period has expired.
Collection or delivery of return requests
IDEA‑arranged collections
IDEA will arrange and pay for the collection of items in cases of items delivered in error, wrong goods supplied, or items damaged during delivery. Customers must ensure that such collections are properly packaged in accordance with this policy.
Customer‑arranged deliveries
Customers must arrange and pay for return shipping for change‑of‑mind returns, items correctly described, defective or faulty items submitted for assessment, warranty claims, and any other returns not explicitly covered by IDEA‑paid collection. IDEA accepts no
IDEA online shopping return policy @ 2025
liability for damage or loss during customer‑arranged shipping until items are received and verified at IDEA’s premises.
Refunds, store credit, and exchanges
Available options
When IDEA approves a return, the customer may choose a refund to the original payment method, store credit to their IDEA account, or an exchange for another item (subject to availability). Refunds are processed to the same payment method only and may take up to 12 business days plus bank processing time.
Deductions and conditions
Initial shipping fees, collection fees, and any applicable restocking fees will be deducted from the refund total, and shipping insurance or donations are non‑refundable. Store credit is issued within a reasonable processing period, has no cash value, and exchanges are handled on a case-by-case basis once returned goods are received and verified under this policy.
Vouchers and coupon codes
Use of discounts and vouchers
Orders placed with coupon codes, discount codes, or vouchers follow specific refund rules: the paid amount may be refunded at the customer's choice, but the discount portion is reissued as store credit to the customer’s IDEA account. Coupons, vouchers, or discount codes cannot be exchanged for cash, refunded, or transferred.
Expired or used codes
Once a coupon or voucher has been used in a completed transaction, it is considered redeemed and may not be reused even if the order is later cancelled or refunded. Any
IDEA online shopping return policy @ 2025
store credit issued in place of discounts remains valid for future purchases but holds no cash value.
IDEA online shopping return policy @ 2025
Technical Support
14.1 Scope of technical support
IDEA provides technical support to assist customers with the basic setup, configuration, and operation of eligible products purchased from IDEA. Technical support is intended to help diagnose issues, guide customers through troubleshooting steps, and determine whether a problem is usage‑related, configuration‑related, or potentially a product defect covered by this Returns and Warranty Policy. Technical support does not replace professional installation, consulting, or custom development services and does not cover issues caused by third‑party software, services, or modifications outside IDEA’s control.
14.2 Support channels and operating hours
Customers can request technical support through the official IDEA support channels listed on the website (for example, support email, ticketing portal, or in‑app support, where available). Support is provided during IDEA’s published business hours, excluding weekends and public holidays, unless otherwise stated in a specific service agreement. IDEA may update its support channels and hours from time to time, and the latest information will always be displayed on the IDEA website or within the relevant customer portal.
14.3 Eligibility and validation
Technical support is available to customers who provide valid proof of purchase from IDEA and for products within their applicable warranty or support period. Before opening a t=-cket, customers may be asked to register their product, provide a serial number, order number, or account details so that IDEA can verify eligibility and access the correct configuration information. If a product is out of warranty or support, IDEA
IDEA online shopping return policy @ 2025
may, at its discretion, offer limited best‑effort assistance or refer the customer to paid consulting or third‑party services.
14.4 Customer responsibilities
Customers must:
● Follow the product documentation, installation guides, and FAQs provided by IDEA before or during technical support interactions.
● Provide accurate information about the environment (such as power configuration, network settings, and connected equipment), as well as screenshots, logs, photos, or videos where reasonably requested to assist with diagnosis.
Customers are responsible for ensuring that any data on devices is backed up and that confidential or personal information is removed or protected before granting IDEA access, in line with applicable data‑protection laws.
14.5 Remote access and on‑site support
In some cases, IDEA may offer remote assistance (for example, via remote desktop, video call, or secure access tools) to help identify or resolve technical issues. The use of remote access tools will require the customer’s explicit consent and may be subject to additional terms regarding security and privacy. On‑site visits, if offered, are not included in standard technical support and may be billed separately according to a written quotation or service‑level agreement (SLA).
14.6 Relationship to returns and warranties
Technical support may be required as a first step before a return, repair, or warranty claim is approved, so that IDEA can confirm whether an issue is configuration‑related or potentially a defect. Where technical support confirms a likely defect within the CPA or warranty period, the customer will be guided to log a return in accordance with this Returns and Warranty Policy. If technical support establishes that the issue arises from
IDEA online shopping return policy @ 2025
incorrect installation, misuse, or an excluded cause (such as third‑party modifications or environmental damage), the matter may not qualify as a defective‑goods return under Chapters 4 and 5, and any further assistance may be offered on a paid or best‑effort basis.
14.7 Limitations of technical support
IDEA’s technical support does not include:
● Custom system design, advanced engineering, or performance optimisation beyond standard product use.
● Configuration or troubleshooting of unrelated third‑party hardware, software, services, or infrastructure not supplied by IDEA.
IDEA does not guarantee that every technical issue can be resolved, particularly where constraints arise from third‑party services, customer infrastructure, or limitations inherent to the product’s design and specifications.
IDEA online shopping return policy @ 2025