Refund policy

What Qualifies?

Defective device
Damaged in transit (reported within 2 working days of receiving).
Incorrect device delivered. (Reported on the day of receipt)
Battery issues within 1 months (for manufacturer-related problems only)
Manufacturing defects in hardware components;
Internal component failures not resulting from external damage;
Display malfunctions that are not attributable to accidental or physical damage.
Devices damaged in transit, provided the damage is reported within 2 working days of receipt.
Incorrect devices delivered, provided the issue is reported on the day of receipt.

What Does Not Qualify?

Change of mind. You may return an unwanted product within 7 days of receipt. After this period, only defective products may qualify for return under warranty.
User-caused damage, such as cracks, dents, drops, liquid exposure, negligence, or improper use.
Normal wear and tear over time. Cosmetic damage such as scratches, scuffs, and discoloration;
Normal wear and tear through regular usage (eg, batteries).
Water or Liquid damage, regardless of the manufacturer’s claims of water resistance. As pre-owned devices cannot guarantee seal integrity, liquid-damaged items are excluded from warranty.
Damage caused by electrical surges, corrosion, or failure to care for the product.
Issues from unauthorised software changes or devices locked due to incorrect password attempts.
Products that work as advertised but are deemed unfit for your intended purpose.
Failure to read product descriptions regarding condition, functionality, or included accessories.
Devices used for commercial purposes, including but not limited to leasing, rentals, or resales.
Jailbreaking, rooting, or unauthorised software modifications
Use of non-certified accessories
Devices used outside South Africa
Devices not purchased directly from iAssist Repair
Unauthorised third-party repairs
Damage resulting from use of third-party or non-certified accessories
Loss or theft of device.
Removal, tampering, or alteration of the device’s IMEI or serial number.
Evidence of misuse, neglect, or intentional damage
Failure to comply with the claims process or provide required documentation.
Battery issues outside of the 1 month period.

Important Notes

If you fail to report a defect within the warranty period and later cause damage to the product yourself (e.g., dropping it, exposing it to liquid, or improper use), your warranty claim will be deemed invalid. This is because we cannot verify whether the issue existed prior to the user-caused damage.
Taking the product to another repair center or attempting unauthorized repairs will also void the warranty, as we cannot ensure the integrity or quality of third-party repair work.
Action Required: Report any issues promptly during the warranty period to ensure your claim is valid and avoid actions that may void the warranty.

Replacement Policy

In the event of a warranty claim for a defective device, We will replace the product with a device of the same market value as the original unit purchased at the time of the claim.
Market Value Explanation: If the market value of the original device has decreased since the time of purchase, the replacement will reflect the current market value, not higher-priced or upgraded models available at the time of the claim.
This policy ensures fairness and consistency across all warranty claims.
Unfortunately, returns or claims outside the specified warranty period cannot be facilitated.

Return Process for Repairs or Invalid Claims:

Submit a return request on our website, specifying the issue with the product.
We will collect the product using our designated courier service.
The product will be inspected to determine if it qualifies under warranty:
- If valid, repairs or replacements will proceed at no charge (as per warranty terms).
- If invalid, a repair quote will be sent to you.
If the repair is declined, the product will be returned to you at your expense

3: Damaged or Incorrect Products

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 2 working days of such delivery / collection by logging a return on the website.

We will arrange to collect the product at no charge. Once we have inspected the product and the video footage of how the product was packed, we will validate the return. We will then at your discretion arrange one of the following solutions:

Repair the product as soon as possible (if such repair is possible).
Replace the product as soon as possible (if we have a suitable product in stock to use as a replacement).
Credit your account with the full purchase price of the product.
Refund your account with the full purchase price of the product.

Not what you ordered?

In rare instances where a product is incorrectly supplied, or if the product is not as described on the website, please notify us as soon as possible.

In these instances, we will collect the product at no charge.

Once we have inspected the product and validated the return, we will, at your discretion, arrange one of the following solutions:

Deliver the correct product back as soon as possible (if the correct product or a suitable replacement is available)
Credit your account with the purchase price of the product
Refund you the full price paid.

Refund Process and Timelines

If you return a defective product to us but fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) take one of the following routes to resolve the issue:

Refuse the return.
Only to replace the item that was returned
Estimate the value of the missing accessories and parts and credit or refund you in respect of the returned item only.

Please note: If you have purchased a cover or a screen protector for your device. We are not liable to reimburse you for the cost of the accessories you purchased for the device under any circumstances.

If you return a product that does not comply with this Policy, they may be liable to reimburse iAssist Repair for the transportation costs of the product.

Refunds are processed within 7 working days after we reach a resolution.
Refunds will only be made to the original payment method. i.e. PayJustNow/ Float
Inter-bank transfers may take an additional 24 hours to clear.

All information is confirmed via email.

Customer Responsibilities

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

Package your products safely and securely for protection during transit;
Include all accessories and parts that were sold with the product.
Be sure to keep your data backed up as we take no responsibility in any data loss that may occur while the device is with us.
Have no sim cards or memory cards inserted. (We will not be liable for cost should there be any loss.)
No covers to come with the device.(Unless sold with the device)

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether. iAssist Repair does not take responsibility for any covers, accessories, data, sim cards or memory cards that are lost during the return.

Legal

This policy is governed by the laws of the Republic of South Africa and the Consumer Protection Act (No. 68 of 2008). Any disputes fall under South African jurisdiction. The warranty is provided by iAssist Repair with original manufacturer warranties will be serviced directly by the manufacturer where applicable. To the maximum extent permitted by law, iAssist Repair disclaims all other warranties, express or implied, including but not limited to warranties of merchantability or fitness for a particular purpose. Under no circumstances shall iAssist Repair be liable for indirect, incidental, or consequential damages arising from the use or inability to use the device.