Returns & Refunds Policy
Purpose, scope, and users
The purpose of this document is to outline the circumstances under which Our direct consumers may return non-defective or defective Hardware to Us, as well as the qualifying criteria and procedures to be followed when returning non-defective and defective Hardware to Us.
This document applies only to Hardware purchased or leased directly from Us and does not include Hardware purchased or leased from a third-party, or Hardware marketed by a third-party. Users of this document are all direct consumers.
Definitions
“Collection Date” means the date on which You or a third-party nominated by You collects the
Hardware from Us
“Collection Date” means the date on which You or a third-party nominated by You collects the
Hardware from Us
“Delivery Date” means the date on which Hardware is delivered to You or a third-party
nominated by You
“ECTA” means the Electronic Communications and Transactions Act 25 of 2002
“Hardware” means Point-of-Sale Devices
“Return Date” means the date on which We receive Hardware back from You, following
Your election to rescind a transaction with Us after delivery of Hardware
“Transaction Date” means the date on which We accept Your order for Hardware
“We”; “Us”, “Our” means AddPay Proprietary Limited
“You” means a consumer as defined in section 1 of the CPA; “Your” will be
construed accordingly
Return of non-defective Hardware
3.1. General
We conform to the provisions of the ECTA and CPA and, except as provided for in this document or in law, there is no general right of return.
3.2. Cancellation before delivery
Subject to the provisions of the ECTA and/or CPA and this document, You may cancel a transaction
with Us for the supply of Hardware within 5 (five) business days of the Transaction Date. For the
avoidance of doubt, a “transaction” or “agreement” is concluded when We accept Your order for
Hardware.
3.2.1. Exclusions
Your right to cancel a transaction with Us for the supply of Hardware before delivery does not apply
in the following circumstances:
The Hardware is made to Your specifications (made-to-order)
The Hardware is clearly personalised
3.2.2. Deductions
We may apply one, all or a combination of the following deductions to the calculation of Your refund upon cancellation:
If the Hardware has already been dispatched, the direct cost of returning the Hardware to Us.
The above list is not exhaustive. Further deductions may be applied for scenario-specific returns.
3.2.3. Procedure
If You elect to cancel a transaction with Us for the supply or Hardware prior to delivery, the following procedure applies:
You must provide us with written notification of Your election within 5 (five) business days
following the Transaction Date by completing the Form contained in Annexure A to this
document, addressed to support@addpay.africa.
If the Hardware has already been dispatched, We will instruct the Courier to abort delivery of
the Hardware to You. You will be liable for the direct cost of returning the Hardware to Us.
We will refund all payments received from You, less any applicable deductions, within 15
(fifteen) business days following receipt of Your written notice. Unless otherwise agreed, We
will issue the refund using Your original payment method.
3.3. Cancellation after delivery
Subject to the provisions of the ECTA and/or CPA and this document, You may cancel a transaction
with Us for the supply of Hardware within 5 (five) business days following the Delivery Date or
Collection Date. For the avoidance of doubt, a “transaction” or “agreement” is concluded when We
accept Your order for Hardware.
3.3.1. Eligibility
The following eligibility requirements apply to rescission after delivery:
The Hardware must be returned unused, undamaged, in its original packaging and together
with all accessories supplied by Us, if applicable. If You make use of the Hardware before
returning it to Us, we may apply a proportionate deduction to the calculation of Your refund.
3.3.2. Exclusions
Your right to cancel a transaction with Us for the supply of Hardware after delivery does not apply in the following circumstances:
If the Hardware is damaged or defective, in which case You must refer to clause 4 (Return of
defective Hardware) below.
The Hardware is made to Your specifications (made-to-order).
The Hardware is clearly personalised.
3.3.3. Deductions
We may apply one, all or a combination of the following deductions to the calculation of Your refund upon the return of Hardware:
Reasonable amounts for Your use of the Hardware while in Your possession.
Restoration costs necessary to render to Hardware fit for restocking.
The direct cost of returning the Hardware to Us.
The above list is not exhaustive. Further deductions may be applied for scenario-specific
returns.
3.3.4. Procedure
If You elect to cancel a transaction with Us after delivery, the following procedure applies:
You must provide us with written notification of Your election within 5 (five) business days
following the Delivery Date by completing the Form contained in Annexure A to this
document, addressed to support@addpay.africa.
You must return the Hardware, including all accessories thereto, at Your risk and within 10
(ten) business days from the Delivery Date. We will provide You with a prepaid return label
for a “pick up” service that You must use to return the Hardware to Us. If You fail to use the
prepaid return label that We provide to You, You will be responsible for making the necessary
arrangements to return the Hardware to Us at Your own cost. For the avoidance of doubt,
Your failure to use the return label that We provide will not affect the 10 (ten) business day
period during which You must return the Hardware to Us.
We will refund all payments received from You, less any applicable deductions, within 15
(fifteen) business days following the Return Date. Unless otherwise agreed, We will issue the
refund using Your original payment method.
Return of defective Hardware
4.1. Manufacturer’s warranty
4.1.1. Description
Subject to eligibility requirements, a limited manufacturer’s warranty is applied to all Hardware
purchased directly from Us. The limited factory warranty is valid for a period of 12 (twelve) months
from the date on which We allocate the Hardware serial number to You.
4.1.2. Eligibility
This warranty covers repairs or replacement of Hardware proven to be defective due to manufacturing faults.
Devices may be returned under warranty if the following conditions are met:
The defect is due to a manufacturing fault and not caused by misuse, negligence, accidental
damage, power surges, tampering, or unauthorized repairs.
The issue must be logged through our official support channels with a valid description and
device serial number. WhatsApp: 082 313 4578, Email: support@addpay.africa or Phone: 021
880 0644
A preliminary remote assessment by our Support team must confirm that the issue is
hardware-related.
The return falls within the warranty period, as specified on the invoice.
All components originally delivered (e.g., charging cables, stands, packaging, etc.) are returned
with the device.
Devices returned outside the warranty period or that show signs of external damage will not
be accepted under warranty and may be quoted for repair.
4.1.3. Exclusions
The limited manufacturer’s warranty does not apply to:
Normal wear and tear (including, without limitation, wear and tear of camera lenses,
batteries, displays and printers).
Damage or defects caused by rough handling (including, without limitation, damage caused
by water or other liquid intrusion, sharp items, bending, compressing or dropping).
Damage or defects caused by misuse (including, without limitation, use for a purpose other
than the purpose for which the Hardware is manufactured and contrary to instructions issued
by Us and/or the manufacturer).
Damage or defects caused by lightning, power surges (including, without limitation, power
surges induced by load-shedding and/or load-reduction).
Damage or defects caused by operating the Hardware with accessories not produced or
approved by Us or the manufacturer.
Damage or defects caused by unauthorised repairs and/or modifications.
If any of the above conditions are present, the Hardware will not qualify for repair or replacement
under warranty, and repair costs (if any) will be quoted separately.
4.1.4. Procedure
Devices returned without proper logging, packaging, or documentation may be delayed or rejected.
Timelines:
Collection scheduled within 2 business days after logging the issue.
Assessment within 2 business days of receipt.
Repairs/Replacement within 3-5 business days, barring parts availability.
Devices returned to the client within 3 business days after completion.
4.1.5. Courier Responsibility
In-Warranty Devices:
If the Hardware issue is confirmed to be covered under the manufacturer’s warranty:
We will arrange the courier collection at Our cost.
We will provide You with a waybill via email after booking.
You must print and attach the waybill securely to the package before handing it to the courier.
Out-of-Warranty Devices or Excluded Faults:
If the Hardware is out of warranty or the issue falls under the exclusions listed in clause 4.1.3:
You are responsible for the courier costs to and from Us.
If We arrange the courier on Your behalf, the cost will be invoiced prior to dispatch.
You must still attach the waybill provided to the parcel and ensure secure packaging.
