Returns and Refunds

Last Updated: April 2026

At JLS Computers we facilitate warranties and returns through South Africa’s leading authorised distributors. This page explains how returns work, your rights under the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECT Act), and what we need from you to process a return smoothly.

General Return Conditions

For any return to be processed, the following conditions must be met:

• Original packaging: items must be returned in their original, undamaged packaging with all accessories, manuals, and cables included.
• Proof of purchase: a copy of your original JLS Computers tax invoice is mandatory.
• Serial numbers: the serial number on the product must match our records and be clearly legible. Warranty is void if serial numbers are tampered with or removed.

Dead on Arrival (DOA) — First 7 Days

If a product is faulty within the first 7 days of delivery, it is classified as Dead on Arrival.

• Immediate replacement: DOA items are prioritised for immediate testing and replacement, subject to stock availability.
• Notification: you must notify us within 48 hours of receipt by emailing sales@jlscomputers.co.za with your invoice number and a description of the fault.
• Collection: we will arrange for the collection of the item at our expense.

Defective Goods After 7 Days

If a product fails after the initial 7-day period but within its warranty term (typically 12–36 months):

• RMA process: the item will be sent to the official distributor (e.g. Rectron, Mustek, Syntech, or Esquire) for a technical assessment.
• Turnaround: the standard industry turnaround for repairs or replacements is 7–21 working days, depending on spare part availability at the distributor.
• Shipping: the cost of returning the item to JLS Computers after the 7-day DOA period is for the customer’s account.

Consumer Protection Act (CPA) — Your Rights

Under Section 56 of the CPA, if a product is found to be defective within 6 months of purchase, you are entitled to a remedy: either repair, replacement, or refund. Under the CPA, the choice of remedy rests with the supplier in the first instance, and we will exercise this right fairly and in line with the nature of the defect. If a product is repaired and the same failure recurs within 3 months, you are entitled to a replacement or refund.

These statutory rights apply in addition to any manufacturer warranty and do not replace it.

Warranty Exclusions

As per our distributor agreements and standard manufacturer terms, warranties do not cover damage caused by:

• Physical damage: cracked screens, liquid spills, broken pins, or dented chassis.
• Power damage: lightning, power surges, or loadshedding-related spikes. We strongly recommend using a UPS or surge protector.
• Unauthorised software: problems caused by cracked software, unlicensed operating systems, or virus infections.
• Tampering: any attempt to open, modify, or repair the device by an unauthorised technician, or breaking of warranty seals.
• Normal wear and tear: including consumable components such as batteries past their cycle count, ink, and toner.

Unwanted Items (Change of Mind)

If you’ve received an order and decide you no longer want it, you may return it provided it meets the conditions below:

• Cooling-off period (ECT Act): in terms of Section 44 of the ECT Act, you may return unopened items within 7 days of delivery for a full refund of the product price (return shipping is for your account, except where the item is defective).
• After 7 days or once opened: a handling fee of up to 15% may apply if the item is returned fault-free with opened packaging. This covers the costs of testing and the loss in resale value.
• Non-returnable items: we cannot accept returns on opened software, activated software licences, downloadable products, opened ink or toner cartridges, consumables, or special-order / bulk items that were brought in specifically for you.

Refund Procedure

Once the distributor or our technical team has inspected and approved the return:

• Refunds are processed within 5–7 working days of approval.
• Refunds are issued via the original payment method (EFT or card).
• We cannot issue “instant cash” refunds for hardware. All items must be verified for faults by our technical team or the distributor first.
• If you paid by EFT, please ensure the banking details on your account are correct so we can process the refund without delay.

How to Start a Return

To start a return, please email sales@jlscomputers.co.za with:

• Your JLS Computers invoice number
• The product name and serial number
• A clear description of the fault or reason for return
• Photos or a short video if the issue is visible (helps us diagnose faster)

We’ll reply with instructions on how to send the item back, and where applicable, arrange collection. For more detail on warranty claims specifically, see our Warranties page.