Last Updated: April 2026
Standard Warranty Terms
- Most hardware products carry a minimum 12-month manufacturer warranty, unless otherwise stated on your invoice or product page. Many products (particularly business-class laptops and enterprise networking gear) carry longer warranties of 24 or 36 months.
- We only sell products sourced through authorised South African distributors. This ensures you have access to local repair centres, local manufacturer support, and genuine firmware / software updates.
Warranty Claim Process
If you suspect your product is faulty, please follow these steps:
- 1. Contact us: email sales@jlscomputers.co.za with your invoice number and a clear description of the fault. Include photos or a short video where the problem is visible; this speeds things up considerably.
- 2. Assessment: we may perform a basic assessment to confirm the fault is hardware-related and not a software or driver issue.
- 3. Booking in: the item must be returned to JLS Computers (or to the designated manufacturer service centre) in its original packaging where possible, with all accessories and a copy of your invoice.
- 4. Turnaround: the distributor or manufacturer inspects the item and either repairs, replaces, or issues a credit. Typical turnaround is 7–21 working days, depending on parts availability.
Carry-In vs. On-Site Warranties
- Carry-in warranty (most products): you’re responsible for delivering the faulty unit to our offices or the manufacturer’s service centre, and collecting it once repaired. For DOA items within 7 days, we arrange courier collection at our expense.
- On-site warranty (select business products): some products — typically Dell and HP business-class laptops, and certain servers — include an on-site warranty where the manufacturer sends a technician to your location. If your product has this cover, we’ll help you log a ticket with the manufacturer.
What the Warranty Does Not Cover
Manufacturer warranties do not cover damage resulting from:
- Lightning and power surges: damage caused by loadshedding-related spikes, lightning, or unstable power is excluded. We strongly recommend using a good-quality surge protector or UPS, especially in South African conditions.
- Physical damage: cracked screens, liquid spills, broken ports, or dented chassis.
- Software issues: virus removal, Windows corruption, driver conflicts, or operating system reinstallation are not hardware faults. We can assist with these at our standard hourly rate.
- Unauthorised repair: opening the device or breaking the warranty seal voids the warranty entirely.
- Normal wear and tear: including batteries past their rated cycle count, consumables, and cosmetic wear.
Data Responsibility
JLS Computers and the manufacturer are not responsible for any data loss during the repair process. Hard drives may be formatted or replaced entirely as part of the repair. It is your sole responsibility to back up all data before a device is booked in for warranty repair.
Repair Timelines
Warranty repairs are handled by the authorised distributors or manufacturers. While we push to expedite every case, typical turnaround is 7–21 working days, depending on spare part availability. For urgent business cases, ask us about loan units or advance replacement options — these are available on select products.
Consumer Protection Act (CPA) Summary
Under Section 56 of the CPA, if a product is found to be defective within the first 6 months of purchase:
- You are entitled to a remedy; repair, replacement, or refund. Under the CPA, the supplier chooses the appropriate remedy in the first instance, subject to the nature of the defect and fair treatment of the consumer.
- If the item is repaired and the same failure recurs within 3 months of the repair, you are entitled to a replacement or refund.
- These statutory rights are in addition to the manufacturer warranty, not a replacement for it.
To log a warranty claim, please follow the process above or see our Returns & Refunds page for related information.