Returns and refunds

This policy applies to goods supplied by D.M. Distributors, a unit of Datamation. It forms part of our terms of sale. The table shows what applies in each situation, and the sections below give the details.

Goods that are not faulty and match your order are generally not returnable once supplied. We may agree to a return in writing before you send the goods back, for example where an order was placed in error. We agree on these conditions:

• the goods are unused, in their original sealed packaging, with all accessories, manuals and labels;
• the invoice number and serial numbers match our records;
• the manufacturer allows the return, where the brand's policy applies; and
• you accept any handling or restocking charge and the freight that we tell you about when we agree to the return.

Goods sent back without our written approval may be refused and returned to you at your cost.

If the wrong item arrives, or items are missing or damaged in transit, report it promptly and in any case within 48 hours of delivery.

1. Where damage is visible at delivery, write the details on the carrier's delivery receipt before you sign.
2. Photograph the outer carton and the shipping label, the damage, and the product with its serial number label. A short video of the unpacking helps.
3. Send the invoice number, the photos and a short description to the sales desk by WhatsApp, email or phone.
4. Keep the goods and all packaging until we tell you what to do. Do not use or repair the product.

For a wrong item or a shortage that is our error, we correct the order at our cost. For transit damage, we tell you the remedy that applies once we have checked your report. Where we arranged transit insurance, we help you claim. Where we did not, the goods travelled at your risk, and we still give you the invoice, dispatch and packing details you need to claim from the carrier.

A product that does not work when first used because of a manufacturing fault is dead on arrival (DOA). DOA is handled under the brand's own DOA policy. The period in which a DOA claim is accepted, and the proof the brand needs, differ by brand and product.

• Tell our service team as soon as you find the fault. Give the invoice number, the model and serial number, and a description of the fault.
• We tell you which route applies, for example a DOA certificate from the brand's authorised service centre, or a replacement arranged through us.
• The brand decides whether the product qualifies. Replacement is subject to the brand's approval and to stock.
• Keep the product and its packaging complete until the claim is settled.

A fault that appears after the DOA period is a warranty matter. The manufacturer repairs or replaces the product under its warranty terms. Make a warranty claim through our service team and read the warranty policy for the steps. Back up your data before you send a drive, recorder or computer for service.

1. Contact the sales desk or the service team. Give your invoice number, model, serial number, quantity and the reason for the return.
2. Wait for our written approval and a return reference. Write the reference on the parcel.
3. Pack the goods securely in their original packaging with all accessories, and send them to the address we give you.
4. Keep the courier or transport receipt until the return is settled.

Return freight is paid by us when the return is due to our error, and by you in other cases, unless we agree otherwise in writing.

We inspect returned goods. We check that the serial numbers match the invoice, that seals, labels and accessories are present, and what condition the goods are in. We then tell you our decision in writing.

If we find no fault, or find damage caused by use, installation, liquid or a power surge, we may decline the claim and send the goods back to you. In that case we may charge the cost of inspection and return freight.

• Where we accept a return, we offer a replacement, a credit note or a refund, as agreed with you.
• Refunds go by the original payment route, normally a bank transfer to the account the payment came from. We do not refund in cash.
• For goods bought on credit, we issue a credit note against the invoice instead.
• A credit note or refund covers the price of the returned goods and the GST charged on them. We issue a GST credit note against the original invoice, in line with the GST rules. Freight is refunded only where the return is due to our error.

When we approve a return, we tell you when to expect the refund or credit note.

We cannot take back:

• software, licence keys and activation cards once the pack has been opened or the licence registered;
• consumables such as printer cartridges, ink, toner, batteries and cleaning supplies, once opened;
• special orders, and items made, cut or imported specially for you;
• customised configurations, including assembled systems and recorders supplied with drives fitted and set up to your specification;
• goods with missing, damaged or altered serial numbers, seals or labels;
• goods damaged by use, installation, liquid, fire or a power surge, or repaired by anyone other than an authorised service centre.

Faults in these goods are still covered by the manufacturer's warranty where it applies.

This policy does not limit any right you have under the Consumer Protection Act, 2019 or other law, for example where goods are defective or a service is deficient. To make a complaint, see grievance redressal.