Returns, Warranty & Repairs
Our returns and warranty policy is aligned with our supplier Syntech's procedures. Please read carefully before initiating a return.
RMA Process (Return Merchandise Authorization)
Important: No returns will be accepted without an RMA number. You must request an RMA before returning any item for any reason.
Request RMA
Contact us with order number and fault description
Receive RMA #
One RMA number per item returned
Ship Item
Pack with all accessories and ship insured
Inspection
Item inspected and tested on receipt
How to Request an RMA
- Contact Us: Email us at info@directtech.co.za or use our contact form. Provide your order number and a full fault description to enable our technical department to test and verify the issue.
- Receive Your RMA Number: Our technical department will issue you an RMA number. Each RMA authorizes the return of one item only. This number must be used as a reference for all related matters.
- Pack and Ship: Return the item with all cables, power supplies, manuals, and documentation. Write the RMA number clearly on the outside of the package.
- Acceptance Inspection: Once received, an acceptance inspection will be conducted as soon as possible. We will contact you with the outcome.
Return Policy
Consumer Protection Act: In accordance with South Africa's CPA, you have the right to return defective goods within 6 months of purchase. Online purchases may be returned within 14 days under the cooling-off period.
Conditions for Return
To be eligible for a return, the following conditions must be met:
- A valid RMA number must be obtained before returning any item
- The item must be returned with all cables, power supplies, accessories, manuals, and original packaging
- A full fault description must be provided to enable testing and verification
- Proof of purchase (order confirmation or invoice) must accompany the return
Please Note: If the above conditions are not met, we reserve the right to refuse the return or charge a restocking fee of not less than 15%.
Non-Returnable Items
- Software and opened media (games, DVDs) cannot be returned once opened
- Hygiene-related products cannot be returned once opened
- Items without a valid RMA number will not be accepted
Return Shipping
- The customer is responsible for the cost of returning products to us
- For your protection, please insure the package and ship via a traceable method
- We are not responsible for packages lost or damaged in transit during return shipping
- Defective or incorrect items: Contact us to discuss return shipping arrangements — we may cover shipping costs for verified defects at our discretion
Repairs & Warranty
All products sold by DirectTech come with the manufacturer's warranty as supplied through our supplier, Syntech. Warranty periods vary by product and brand.
Repair Process
- Contact us with your order number and a detailed description of the fault
- Obtain an RMA number (one per item)
- Ship the item with all original accessories, cables, and documentation
- The item will be inspected, tested, and sent for repair if covered under warranty
Repair Times: Repair times given are estimates only and are not binding. We shall not be liable for any loss or damage arising from unforeseen costs or delayed repairs. Time is not of the essence unless expressly agreed upon in writing.
Warranty Exclusions
The manufacturer's warranty does not cover:
- Physical damage, water damage, or damage from misuse
- Unauthorized modifications or repairs by third parties
- Normal wear and tear
- Damage from power surges or improper electrical supply
- Software issues or data loss
Refund Information
Refund Methods
- Original Payment Method: Refunds are processed to the same payment method used for the original purchase
- Store Credit: Optionally choose store credit for faster processing
Refund Timeline
Once the item has been received and passed inspection:
- Store Credit: 1-2 business days
- Credit/Debit Card: 5-7 business days
- EFT: 3-5 business days
Exchanges
Want to exchange an item for a different product?
- Follow the same RMA process outlined above
- Specify in your RMA request that you'd like an exchange and include the product you'd like instead
- Price differences will be charged or refunded accordingly
- Exchange is subject to stock availability
Need Help?
Our support team is ready to assist with any returns, repairs, or warranty questions.