REFUNDS AND RETURNS
Cooling Off Period Courier:
• You are entitled to a 7-day cooling-off period. If you decide to return a defective product, you may do so for a refund/ exchange or credit.
• The product must be returned to the nearest Ackermans store at the customer’s expense, in its original sales condition. Please do not remove the product from its original packaging and/ or use the product.
• In the case of a device which takes a SIM card, inserting the SIM card and logging onto a cellular network is deemed to be usage.
• In the case of a WiFi-enabled product, connecting to a WiFi network is deemed to be usage.
• Remember the manufacturer may hold you liable for any damage caused to the product while it is in your possession.
• We reserve the right to refuse a return or an exchange if products are not returned in its original, saleable condition.
• Handset in the original undamaged box (including inner trays)
• Any promotional attachments received with the purchase
Products returned that have been willfully or negligently damaged, scratched, neglected, modified or repaired will not be refunded or exchanged. If a product is eligible for a refund but has not been returned in original condition (eg: damaged box, missing accessories or manuals), the refund will be processed, less fair depreciation in order to recoup any losses. This will be decided solely by Ackermans. The deprecated value will be decided subject to the extent of any damage found, the cost of any missing parts and market-related factors.
Incorrect Delivery:
• If the incorrect product was delivered to you (i.e. it is not the product you purchased) please do not remove it from its original packaging, open or use the product in any way.
• If the packaging has been opened, damaged and not returned in saleable condition, we reserve the right to reject the return.
• Please make contact with us as soon as possible so we can arrange collection (free of charge) and have the correct product delivered to you as soon as possible.
• Any incorrect delivery remains the property of Ackermans unless agreed to by both parties and specified in writing.
Defective Products:
• If the product is defective/ faulty or unsuitable for which it was indicated in the product description (or otherwise generally intended) , please visit your closest Ackermans store for assistance.
• If the device has been found defective within 12 months (excluding any software related issues) you will be entitled to have the unit repaired free of charge.
• If the product is found not be defective (or if fault is caused by means other than the terms of warranty set out by the manufacturer), you will NOT be entitled to any refund, or free replacement or repair, and you will be liable for any costs incurred for having a product assessed, including but not limited to travel costs.
• Products returned for refund need to be returned with full packaging, all supplied accessories and in original sales condition. Missing boxes, insert trays, accessories, scratches, dents, liquid damage, third-party repairs or any modification will void any refund claim.
Possibility of lenience:
• If you return an allegedly defective product you purchased from Ackermans and following inspection thereof the manufacturer cannot verify with certainty that the product is, in fact, defective, Ackermans in its sole discretion, may nevertheless decide to give you a partial refund on that purchase.
Exchanges:
• If an exchange has been approved, Ackermans will endeavour to replace a product with the same colour as originally purchased; if this colour is not available it will be exchanged with available colour. If a device or variation has been discontinued, it will be exchanged for an equivalent product to the value of no more than the original purchase price.
Refunds:
• All products must be returned in the original packaging, and with all original accessories.
• The product will be assessed by an authorized repair centre before any refund will be processed. This can take between 7 – 21 working days excluding courier times.
Exceptions/ exclusions to the General Rules:
SPECIAL OFFERS:
• If the product was ordered on a “special offer” and such product is no longer being offered at the special price, should you elect to have the product repaired or replaced, you acknowledge and accept that we may only be able to repair, not replace the same.
Goods Damaged in Transit:
All products should reach you in perfect condition, but if a parcel arrived partly or completely damaged you should refuse delivery and write the issues directly onto the delivery form in the presence of the courier company.
• If no issue is raised at the point of delivery, and the product is accepted, the parcel will be considered as delivered in good condition and no subsequent complaints will be accepted by Ackermans.
• Please be aware, comments such as “subject to unpacking/ inspection” or “Damaged Box” have no legal standing, please refuse the product on delivery.
• If you have refused the delivery, please get hold of us as soon as possible so we can have your goods sent to you in good condition. If possible send us pictures of the damage so we can raise it with the courier company.
Returns:
The cost of returning any product to Ackermans is the responsibility of the customer. All returns must be accompanied with the purchase confirmation or receipt, a full description of the problem, your requested outcome and full contact details.
Customers can return their product to any Ackermans branch for further assistance.