Returns & Refunds

At JLS Computers, we facilitate warranties and returns through South Africa’s leading authorized distributors (including Rectron, Mustek, Syntech, and Esquire). To ensure a smooth return process, please adhere to the following guidelines.

1. 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.

2. “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 prioritized for immediate testing and replacement (subject to stock availability).
• You must notify us within 48 hours of receipt.
• We will arrange for the collection of the item at our expense.

3. Defective Goods (After 7 Days)

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

• RMA process: The item will be sent to the official distributor (e.g., Rectron, Mustek) for a technical assessment.
• Turnaround time: The standard industry turnaround time for repairs or replacements is 7 to 21 working days, depending on 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.

4. Important Warranty Exclusions

As per our distributor agreements, the warranty does not cover:

• Physical damage: Cracked screens, broken pins, or dented chassis.
• Power damage: Burn-out or damage caused by lightning, power surges, or loadshedding-related spikes.
• Unauthorized software: Problems caused by “cracked” software or virus infections.
• Tampering: Any attempt to open or repair the device by an unauthorized technician.

5. Unwanted Items / “Change of Mind”

If you have placed an order and the items have been dispatched to you, and you decide you no longer want them, you may return the order, provided the following conditions are met:

• Cooling-off period: In terms of the ECT Act, you may return unopened items within 7 days of delivery for a full refund (excluding shipping costs).
• Shipping: The cost of returning the item to JLS Computers is for the customer’s account.
• Restocking fee: If an item is returned after 7 days, or if the packaging has been opened but the item is fault-free, a handling fee of up to 15% applies. This covers the costs of testing and the loss in resale value.
• Software and consumables: We cannot accept returns on opened software, activated licenses, or opened ink/toner cartridges.

6. Refund Procedure

Once the distributor has inspected and approved the return:

• Refunds will be processed within 5–7 working days.
• Refunds are issued via the original payment method (EFT or card).
• We cannot issue “instant cash” refunds for hardware, as all items must be verified for faults by our technical team or the distributor first.

For warranty-specific information, see our Warranties page.