1. Introduction 

1.1. This Policy forms part of the Customer Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way. 
1.2. You may return any product that you bought from the iStore Pre-owned Website if:
1.2.1.you’ve changed your mind; 
1.2.2.you purchased the wrong item; 
1.2.3.the iStore Pre-owned product is an unwanted gift; 
1.2.4.the iStore Pre-owned products has a technical fault; or 
1.2.5.you have concerns about the quality of the product (the “Returned Product”).

2. Incorrect online purchases or unwanted post-purchase products:

2.1. This Policy forms part of the Customer Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way. 
2.2. You can return an unwanted product to iStore Pre-owned, provided:
2.2.1.it is unopened, undamaged and unused, with the original labels and stickers still attached; 
2.2.2.save in relation to second-hand products sold at iStore iStore Pre-owned store (the “iStore Pre-owned store’s”), the Returned Product is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable); 
2.2.3.it is not missing any accessories or parts; and 
2.2.4.you return the product to iStore Pre-owned together with the invoice emailed by logging a return on the Website within 7 days of delivery to you or collection by you of the unwanted product. After 7 days, you can only return a product if it is defective.
2.2.5. For all returns, refunds and exchanges a collection fee of R100 will be charged.
2.3. Once we have inspected the Returned Product and validated your return form, we will credit your credit card with the purchase price of the product within 10-14 working days of the return being received at our warehouse. 
2.4. You may also elect to exchange a Returned Product for another product (the “Exchange Product”) that is of the same value as the Returned Product. If the price of the Returned Product is less than that of the Exchange product, you will be liable to pay the cash difference between the two products. And if the price of the Returned Product is more than that of the Exchange product, iStore Pre-owned will refund the balance to your credit card used on the original invoice. 
2.5. iStore Pre-owned will charge you a handling fee of up to 20% (twenty percent) of the total purchase price of any Returned Product if packaging is opened, damaged or tampered with. 
2.6. If you have entered into a contract with a mobile cellular operator, returning a product bought from iStore Pre-owned will not cancel your contract with the mobile cellular operator.  You will continue to be responsible for that contract and for any charges and fees that are associated with that contract. 
2.7. Unsealed software products, software subscriptions, electronic software downloads and electronic voucher downloads, gift cards and in-ear products may not be returned to iStore or iStore Pre-owned stores and are not eligible for refunds. 
2.8. All Returned Products are subject to inspection by iStore Pre-owned prior to a refund or an exchange. 
2.9. If you want iStore Pre-owned to collect the Returned Product from you, please make sure to fill in the returns form on the Website. iStore Pre-owned may charge a fee of R100 to facilitate the collection on the Returned Product. This is applicable to purchases made online. 
2.10. Products will not be refunded or exchanged due to incompatibility. Please check compatibility information before placing an order. 
2.11. Software products cannot be exchanged or refunded. 
2.12. A 20% handling fee will be charged on opened / used purchases. A courier collection fee of R100.00 will be charged on refunds and exchanges. iStore Pre-owned will process the refund within 10-14 working days after you cancel your agreement with iStore Pre-owned or until the returned product is received. 

3. Products damaged on delivery 

3.1. Should a product be damaged or missing any parts or accessories at the time of delivery, please notify iStore Pre-owned within 7 days of such delivery. All notifications can be directed to iStore Pre-owned Customer Service at Talk2uspreowned@istore.co.za 
3.2. Once we have inspected the product and validated your return, we will at your choice repair or replace the product as soon as possible or credit your credit card initially used with the purchase price of the product. 

4. Faulty Products

4.1. All iStore Pre-owned hardware products are covered by a twelve month local warranty, all other products carry a 6 month local warranty.
4.2. If any iStore Pre-owned product is found to be tampered with, warranty will be void. Liquid damage, cracked screens or visible signs of unit been dropped or damaged are not covered by the warranty. Any manufacture recall or extended warranty is not covered on iStore Pre-owned products. All iStore Pre-owned products returned will be sent for a full evaluation before unit is repaired or exchanged. 
4.3. For all other unrelated hardware specific products, please note that any manufacturer’s warranty is subject to whatever terms and conditions the manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions. 

5. Refunds

5.1. iStore Pre-owned will only effect a credit card transaction reversal following inspection of the returned product and strictly to the credit card that was initially used to purchase the products online. 
5.2. Refunds may take between 10-14 working days to process. 
5.3. iStore Pre-owned will not be liable for any bank charges, taxes, interest and/or any other fees that may be levied against you for the refund. 

6. General 

To process a return, refund or exchange please send an email to Talk2uspreowned@istore.co.za with your request and we will advise of the steps that you will need to follow.  

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