Last updated: 4 August 2026

1. Introduction

This Refunds and Returns Policy applies to products, replacement parts, repair services and other goods or services purchased from Onnuri Tech (Pty) Ltd through our website, service centre or another authorised sales channel.

This policy must be read together with our Terms and Conditions and Privacy Policy.

Nothing in this policy limits any consumer right that cannot lawfully be limited under the Consumer Protection Act, 68 of 2008, the Electronic Communications and Transactions Act, 25 of 2002, or any other applicable South African law.

2. No Change-of-Mind Returns

Onnuri Tech does not voluntarily accept returns because:

  • You changed your mind
  • You no longer require the product
  • You ordered the incorrect product, part, colour, model or variation
  • The product does not suit your personal preference
  • You found the product cheaper elsewhere
  • You incorrectly identified your device model
  • You failed to confirm compatibility before ordering
  • You no longer wish to proceed after a part has been specially ordered
  • You wish to return an item that has been installed, used, altered or damaged after delivery

You are responsible for checking product descriptions, model numbers, compatibility information and repair details before placing an order.

This section does not apply where a return or cancellation right is provided by law.

3. Returns We Accept

Subject to inspection and applicable law, we accept returns where:

  • The product is defective
  • The product is unsafe
  • The product is not reasonably suitable for its ordinary intended purpose
  • The product is materially different from its description
  • We supplied the incorrect product
  • The product was damaged before or during delivery
  • The product was missing components or accessories at the time of delivery
  • A repair or installed replacement part does not meet the standards required by law
  • A statutory cooling-off or return right applies

4. Defective Products

A product may be regarded as defective where it has a material fault or imperfection that makes it less acceptable, useful, safe, durable or functional than a customer would reasonably be entitled to expect.

Under the Consumer Protection Act, qualifying defective, failed or unsafe goods may generally be returned within six months after delivery. Where the Act applies, the customer may direct us to:

  • Repair the product
  • Replace the product
  • Refund the purchase price

The appropriate remedy remains subject to confirmation that the product is defective and that the defect is covered by the Consumer Protection Act or an applicable warranty.

A manufacturer’s warranty may provide additional rights or a longer warranty period.

5. What Is Not Normally Considered a Defect

A return may be declined where the problem resulted from:

  • Normal wear and tear
  • Accidental or intentional damage
  • Impact, dropping, crushing or bending
  • Liquid, moisture, corrosion or contamination
  • Misuse, neglect or improper storage
  • Use contrary to the manufacturer’s instructions
  • Incorrect installation by the customer or an unauthorised third party
  • Unauthorised repairs, modifications or alterations
  • Use with incompatible devices, accessories, chargers or software
  • Electrical surges, lightning or an unsuitable power supply
  • Malware, third-party software or operating-system changes
  • Cosmetic marks that were disclosed before purchase
  • A device fault unrelated to the product or repair supplied by us
  • A customer ordering a part for the incorrect device model
  • A product accurately described on the website that does not meet the customer’s personal preference
  • Damage occurring after delivery or collection

A product will not be regarded as defective merely because a newer or improved product later becomes available.

6. Incorrect or Damaged Deliveries

Please inspect your order as soon as reasonably possible after delivery or collection.

Contact us promptly if:

  • You received the incorrect product
  • The product does not match your order
  • The parcel was visibly damaged
  • The product was damaged on arrival
  • Any components or accessories were missing

Where we confirm that the product was incorrectly supplied or damaged before delivery, we will provide an appropriate remedy at our cost, which may include:

  • Supplying the correct product
  • Replacing the damaged product
  • Collecting the incorrect or damaged product
  • Refunding the amount paid

Please retain the product, packaging and delivery documentation while the matter is being investigated.

7. Installed Parts

Products and replacement parts that have been installed, fitted, attached or incorporated into a device cannot ordinarily be returned because of a change of mind or an incorrect customer selection.

This does not prevent a return or warranty claim where:

  • The installed part is defective
  • The installation service was defective
  • We installed the incorrect part
  • The part or repair failed to meet the standards required by law
  • Another statutory remedy applies

Removal or installation by an unauthorised person may affect our ability to determine the cause of the fault.

8. Repair Services

Where we perform a repair, we will take reasonable steps to:

  • Complete the repair within the communicated or reasonable period
  • Perform the repair in a manner and quality reasonably expected
  • Use parts appropriate for the authorised repair
  • Return the device in at least as good a condition as it was when received, except for authorised work and unavoidable effects explained to you

Where a repair service does not meet the required standard, the customer may be entitled to have the service defect remedied or to receive a reasonable refund relating to the extent of the failure.

Where goods or a component are repaired and the original defect is not remedied, or a further failure, defect or unsafe feature is discovered within three months after the repair, we will provide the remedy required by applicable law. This may include replacement or a refund.

This repair warranty does not cover faults caused after the repair by impact, liquid damage, misuse, unauthorised work, power damage or other external causes.

9. Reporting a Defect

To report a defective product or repair, contact us using the details at the end of this policy.

Please provide:

  • Your full name
  • Order, invoice or repair-job number
  • Proof of purchase
  • Product or device model
  • Serial number or IMEI number, where applicable
  • A clear description of the fault
  • The date the fault began
  • Photographs or video showing the fault, where reasonably possible
  • Details of any troubleshooting already performed

Photographs or videos may help us assess the claim, but we may still need to physically inspect the product or device.

10. Returning a Product

Do not send or deliver a product to us without first contacting us and obtaining return instructions.

Unless otherwise arranged, approved returns must be delivered to:

Onnuri Tech (Pty) Ltd
31 Solstice Road
New Town Centre
Umhlanga
South Africa

The returned product should include all components and accessories originally supplied where they remain available.

Original packaging is helpful but is not an absolute requirement for a valid defective-product claim.

You must package the product securely to prevent additional damage during transport.

11. Inspection and Testing

All returned products and warranty claims are subject to reasonable inspection and testing.

The inspection may consider:

  • Whether the product is defective
  • The cause and nature of the fault
  • Whether the product was supplied by us
  • The purchase or repair date
  • The product’s serial number or identifying information
  • Whether the product was misused or damaged
  • Whether unauthorised repairs or alterations were performed
  • Whether the fault relates to the product, installation or another device component
  • Whether the product is covered by the Consumer Protection Act or a manufacturer’s warranty

Acceptance of a product for inspection does not automatically mean that the return or warranty claim has been approved.

We will communicate the outcome of the assessment and the available remedy.

12. Inspection Fees

We will not charge an inspection fee where the product or repair is confirmed to be defective and the claim is valid.

A reasonable assessment, collection or delivery fee may apply where:

  • No defect is found
  • The fault was caused by misuse or external damage
  • The product was not purchased from us
  • The product falls outside the applicable warranty
  • The customer provided materially incorrect information about the fault
  • The customer approved the fee before the assessment

Any applicable fee will be communicated before chargeable work is performed.

13. Return Transport Costs

Where a product is confirmed to be defective, unsafe, incorrectly supplied or damaged before delivery, we will bear the reasonable return risk and expense where required by law.

Where inspection confirms that the product is not defective or the fault resulted from customer damage, misuse or an excluded cause, the customer may be responsible for:

  • Delivery to Onnuri Tech
  • Collection from Onnuri Tech
  • Courier or transport charges
  • An agreed assessment fee

We are not responsible for damage caused by inadequate packaging arranged by the customer.

14. Refunds

Approved refunds will generally be processed using the original payment method.

Before processing a refund, we may require:

  • Proof of purchase
  • Confirmation of the original payment
  • Completion of the product inspection
  • Return of the affected product
  • The customer’s banking details where the original payment method cannot be used
  • Reasonable identity or fraud-prevention verification

Bank and payment-provider processing times are outside our direct control.

Delivery or installation fees will be refunded where required by law or where the delivery or service itself was defective or not provided.

15. Replacement Products

Where a replacement is selected or required:

  • The original product must be returned
  • The replacement will normally be the same product or an equivalent model
  • A replacement is subject to availability
  • We may offer an equivalent product where the original is discontinued or unavailable
  • Any material difference will be discussed with you before the replacement is supplied

Where a suitable replacement cannot be provided, a refund may be issued where required by law.

16. Manufacturer Warranty Claims

Some products or parts may be covered by a manufacturer’s warranty.

A manufacturer warranty claim may require:

  • Proof of purchase
  • Serial-number verification
  • Manufacturer inspection
  • Diagnostic testing
  • Submission to an authorised service facility
  • Compliance with the manufacturer’s warranty conditions

We cannot guarantee that a manufacturer will approve a warranty claim.

A manufacturer’s warranty is additional to, and does not replace, rights available under applicable South African consumer law.

17. Online Cooling-Off Rights

Although Onnuri Tech does not voluntarily accept change-of-mind returns, a customer may have a statutory right to cancel a qualifying electronic transaction within seven days.

Where this right applies:

  • No reason for cancellation is required
  • The customer may be responsible for the direct cost of returning the goods
  • The goods must be returned in accordance with the applicable law
  • The refund will be processed within the period required by law

The statutory cooling-off right does not apply to every transaction. Exclusions may include services that began with the customer’s consent during the cooling-off period, personalised or specially ordered goods, goods that cannot by their nature be returned, and certain other transactions listed in ECTA.

18. Direct-Marketing Transactions

Where a transaction resulted from direct marketing, the customer may have an additional statutory cooling-off right under the Consumer Protection Act.

Any qualifying cancellation will be processed in accordance with the applicable legal requirements.

19. Fraudulent or Abusive Claims

We may reject or investigate a claim where we reasonably suspect:

  • Fraud
  • Product substitution
  • Serial-number tampering
  • Deliberate damage
  • False proof of purchase
  • A product was not supplied by us
  • The claimed fault differs materially from the product returned
  • Repeated abuse of the return process

This section does not limit a legitimate consumer claim.

20. Contact Us

Returns, warranty claims and refund enquiries may be submitted to:

Onnuri Tech (Pty) Ltd
Website: https://onnuritech.co.za/
Email: info@samsungkzn.co.za
Telephone: +27 31 569 2806
Address: 31 Solstice Road, New Town Centre, Umhlanga, South Africa