REALDEALZ

IN-STORE WARRANTY & RETURNS POLICY

Effective Date: 03 July 2025

1. IMPORTANT CUSTOMER NOTICE

RealDealz sells a range of unboxed, pre-owned and second-hand merchandise.

Because of the nature of these goods, products may show signs of previous use, age or cosmetic wear and may not have the same expected lifespan as brand-new merchandise.

Customers are encouraged to inspect and, where applicable, test or view a demonstration of the product before purchase to ensure that the product is suitable for their intended use.

Any condition, cosmetic damage or specific defect that was clearly disclosed to the customer before the sale and accepted by the customer will be considered when determining the customer’s rights in relation to the goods.

This Policy is intended to operate alongside the Consumer Protection Act 68 of 2008 (“CPA”) and does not remove or limit any consumer rights that cannot lawfully be excluded.

2. SCOPE OF THIS POLICY

This Policy applies to qualifying goods purchased directly from a RealDealz retail store.

This Policy may apply to unboxed, pre-owned and second-hand goods including, but not limited to:

  • Household appliances;
  • Electronics;
  • Laptops and computers;
  • Cell phones;
  • Cameras;
  • Audio and visual equipment;
  • Tools;
  • General household goods; and
  • Other eligible merchandise.

Auction purchases are subject to the applicable auction terms and conditions and are not automatically covered by this Policy.

3. SIX-MONTH STATUTORY WARRANTY

In accordance with the CPA, qualifying goods are subject to an implied warranty of quality.

Where goods fail to comply with the applicable requirements of the CPA, including being unsuitable for their generally intended purpose, not being of good quality or not being in good working order, the consumer may have the right to return the goods within six months from the date of purchase.

Where the CPA applies, the consumer may be entitled to require that the goods be:

  • Repaired;
  • Replaced; or
  • Refunded.

The consumer’s statutory rights under the CPA take precedence over any inconsistent term in this Policy.

4. CONDITION OF PRE-OWNED AND UNBOXED GOODS

RealDealz sells goods that may be unboxed, used or pre-owned.

The customer acknowledges that:

  • A pre-owned product may show signs of normal use;
  • A product may have cosmetic marks or wear;
  • The expected lifespan of a pre-owned product may differ from that of a new product; and
  • The condition and age of the product are relevant circumstances when the product is purchased.

RealDealz will not treat a condition or defect as undisclosed where the relevant condition was clearly disclosed to the customer before purchase and the customer expressly or knowingly accepted the goods in that condition.

A general statement that an item is “used” or “pre-owned” does not automatically permit undisclosed material defects to be ignored.

5. WHAT IS COVERED

Subject to the CPA and this Policy, a valid warranty or defect claim may include:

  • A material defect not disclosed before purchase;
  • A product failure that makes the product unsuitable for its generally intended purpose;
  • A product that is not in good working order as reasonably expected in the circumstances;
  • A product that fails to comply with the applicable requirements of section 55 of the CPA.

6. EXCLUSIONS AND DAMAGE CAUSED AFTER PURCHASE

RealDealz may reject a claim to the extent that the claimed failure, defect or damage was caused by the customer’s actions, misuse, alteration or handling of the product after purchase.

Examples may include:

  • Abuse, misuse or negligent handling;
  • Failure to follow reasonable operating or safety instructions;
  • Unauthorised repairs, alterations or modifications;
  • Tampering with the product;
  • Water or liquid damage;
  • Damage caused by electrical surges, incorrect voltage or electrical supply issues;
  • Damage caused by pets, animals, insects or pest infestation;
  • Damage caused by fire, flooding or other external environmental conditions;
  • Corrosion or damage caused by sea air or other environmental conditions;
  • Failure to perform required maintenance or care;
  • Damage caused by incompatible equipment or accessories;
  • Software, virus or malware-related issues that are not caused by a hardware defect;
  • Missing, altered or removed serial numbers where the alteration prevents proper verification of the product; and
  • Any other failure directly caused by the consumer after the goods left RealDealz’s control.

RealDealz will assess the relationship between the claimed problem and the alleged cause of damage. An exclusion will not automatically apply to unrelated defects.

7. CONSUMABLES AND LIMITED-LIFE ITEMS

Consumables and items designed to wear or be depleted through normal use may not be covered as a product defect where the issue is ordinary depletion or wear.

Examples may include:

  • Batteries;
  • Light bulbs;
  • Fuses;
  • Guitar strings;
  • Certain filters;
  • Similar consumables.

This does not remove any statutory rights relating to a separate qualifying defect in the product.

8. LIMITED-SCOPE PRODUCTS

Certain products may have specific limitations due to their nature, age, sensitivity or intended use.

These may include, where clearly disclosed before purchase:

  • Batteries;
  • CDs, DVDs and game discs;
  • Certain audio and speaker equipment;
  • Car audio and visual equipment not professionally installed by an appropriately qualified installer;
  • Sporting and recreational equipment;
  • Certain petrol-powered equipment tested or demonstrated before purchase;
  • Products sold with specific disclosed defects or conditions.

The specific condition or limitation must be disclosed to the customer before the sale where required by law.

9. CHANGE OF MIND

A change of mind, post-purchase dissatisfaction or the discovery that a product does not suit the customer’s personal preference or intended use does not automatically constitute a product defect.

A change-of-mind return may only be accepted where RealDealz has expressly offered such a return option or where another legal right applies.

10. WARRANTY CLAIM PROCEDURE

To submit a warranty or defect claim, the customer must:

  1. Return or present the product to the RealDealz store where reasonably required;
  2. Provide valid proof of purchase;
  3. Provide a description of the problem or defect; and
  4. Allow RealDealz to assess the product where an assessment is reasonably necessary.

RealDealz may verify the product, serial number and purchase details against its records.

11. PRODUCT ASSESSMENT

In cases where the cause of a failure is unclear, RealDealz may inspect the product or arrange for an assessment by a suitably qualified technical service provider.

An assessment may be used to determine whether the problem is consistent with:

  • A product defect or failure; or
  • Damage, misuse, alteration or another cause occurring after the product left RealDealz’s control.

Any assessment will be conducted reasonably and will not be used to unlawfully deprive a consumer of rights under the CPA.

12. ASSESSMENT AND REPAIR TIMEFRAMES

RealDealz aims to assess warranty claims within 7 business days.

Complex technical matters may require additional time.

Where a repair is appropriate, RealDealz will aim to complete the repair within a reasonable period, taking into account the nature of the product, availability of parts and the complexity of the repair.

The statutory rights of the consumer remain unaffected by any internal assessment or repair timeframe.

13. FRAUD AND PRODUCT VERIFICATION

RealDealz may take reasonable steps to verify a warranty claim, including:

  • Verifying the purchase;
  • Checking serial numbers;
  • Checking product records;
  • Requesting relevant information;
  • Inspecting the product; and
  • Investigating suspected tampering or fraudulent claims.

A claim may be rejected where the product has been fraudulently altered, the claim is fraudulent or the claimed problem is attributable to damage caused by the customer.

14. PROOF OF PURCHASE

Customers should retain their original receipt or other valid proof of purchase.

Proof of purchase may be used to verify:

  • The product;
  • The purchase date; and
  • The purchase transaction.

Where legally permitted, RealDealz may use reasonable alternative methods to verify a transaction.

15. CUSTOMER RIGHTS

This Policy is subject to the Consumer Protection Act 68 of 2008 and other applicable South African law.

Nothing in this Policy is intended to:

  • Exclude a consumer’s statutory rights;
  • Limit a remedy that cannot lawfully be limited; or
  • Waive any right or obligation imposed by applicable law.

16. CONTACT REALDEALZ

For warranty or product-related enquiries:

Telephone: 068 111 4841
Email: info@realdealz.co.za

Store Hours:

Monday to Friday: 09:00 – 17:00
Saturday and Public Holidays: 09:00 – 15:00
Sunday: 09:00 – 13:00

REALDEALZ

Your Trusted Trading Partner

This Policy is governed by the laws of the Republic of South Africa.

REALDEALZ

ONLINE STORE WARRANTY, RETURNS & REFUNDS POLICY

Effective Date: 20 July 2026

1. INTRODUCTION

This Online Store Warranty, Returns & Refunds Policy applies to products purchased from RealDealz through our online store or other electronic sales channels where the transaction is concluded electronically.

RealDealz sells a range of unboxed, pre-owned and second-hand merchandise.

Because of the nature of these products, goods may show signs of previous use, age or cosmetic wear and may not have the same expected lifespan as brand-new products.

This Policy operates alongside the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), and other applicable South African law.

Nothing in this Policy removes or limits any consumer right that cannot lawfully be excluded.

2. PRODUCTS COVERED

This Policy applies to qualifying products purchased through the RealDealz online store.

Products may include:

  • Household appliances;
  • Electronics;
  • Laptops and computers;
  • Cell phones;
  • Cameras;
  • Audio and visual equipment;
  • Tools;
  • General household goods; and
  • Other eligible products listed online.

Online auction purchases are governed by the applicable auction terms and conditions and are not automatically covered by this Policy.

3. PRODUCT DESCRIPTIONS AND CONDITION

RealDealz makes reasonable efforts to accurately describe and photograph products listed online.

Because some products are unboxed, pre-owned or second-hand:

  • Product photographs may not show every minor cosmetic mark;
  • Products may show signs of normal use;
  • Product condition may vary according to age and previous use; and
  • The expected lifespan of a pre-owned product may differ from that of a new product.

Where a specific defect, condition or limitation is disclosed in the online product description or otherwise clearly brought to the customer’s attention before the transaction, that condition will be considered when determining the customer’s rights.

4. ELECTRONIC TRANSACTION COOLING-OFF RIGHT

Where section 44 of ECTA applies to the online transaction, the consumer may cancel the transaction without reason and without penalty within 7 days after receiving the goods.

The only charge that may generally be levied under the ECTA cooling-off provision is the direct cost of returning the goods.

Where the consumer lawfully exercises this right, RealDealz will process the applicable refund in accordance with the requirements of the applicable law.

This cooling-off right is separate from the consumer’s rights in respect of defective or non-compliant goods.

5. SIX-MONTH STATUTORY WARRANTY FOR DEFECTIVE GOODS

Qualifying goods are subject to the implied warranty of quality under the CPA.

Where goods fail to comply with the applicable requirements of the CPA, the consumer may have the right to return the goods within six months from the date of delivery.

Where the CPA applies, the consumer may be entitled to require that the goods be:

  • Repaired;
  • Replaced; or
  • Refunded.

A valid defect claim is not limited to a 48-hour refund period.

6. DELIVERY AND RECEIPT OF GOODS

Customers should inspect the parcel and product as soon as reasonably possible after delivery.

If the product appears to have been damaged during delivery, the customer should contact RealDealz as soon as possible and provide photographs or other relevant information where available.

A customer should not refuse a valid defect claim merely because the original packaging is unavailable where the applicable law does not require the original packaging.

7. ONLINE WARRANTY CLAIMS

To submit a warranty or defect claim, the customer must contact RealDealz using the contact details below and provide:

  • Order number or valid proof of purchase;
  • Customer name and contact details;
  • Product details;
  • A description of the problem or defect; and
  • Photographs or video where reasonably requested and relevant to the initial assessment.

RealDealz may request that the product be returned for inspection or assessment.

8. RETURN OF DEFECTIVE GOODS

Where the goods qualify for return under the CPA due to a qualifying defect or failure, the applicable return process will be managed in accordance with the consumer’s statutory rights.

Where the return is due to a qualifying defect under the CPA, the consumer’s rights regarding the risk and expense of returning the goods will apply as provided by law.

RealDealz may provide return instructions, a collection arrangement or another reasonable process for receiving the product.

Customers should not send goods back to an address without first contacting RealDealz for return instructions.

9. PRODUCT ASSESSMENT

Where the cause of a problem is unclear, RealDealz may inspect the product or arrange for assessment by a suitably qualified technical service provider.

An assessment may be used to determine whether the problem is consistent with:

  • A qualifying product defect or failure; or
  • Damage, misuse, alteration or another cause occurring after the product left RealDealz’s control.

The assessment process will be conducted reasonably and will not be used to unlawfully deprive a consumer of rights under the CPA.

10. DAMAGE, MISUSE AND EXCLUSIONS

RealDealz may reject a claim to the extent that the claimed problem was caused by the customer’s actions or damage after delivery.

Examples may include:

  • Abuse, misuse or negligent handling;
  • Failure to follow operating or safety instructions;
  • Unauthorised repairs or modifications;
  • Tampering;
  • Water or liquid damage;
  • Electrical surge or incorrect electrical supply;
  • Damage caused by pets, animals, insects or pests;
  • Fire, flooding or environmental damage;
  • Corrosion caused by environmental conditions;
  • Failure to maintain or care for the product;
  • Incompatible equipment or accessories;
  • Software, virus or malware issues unrelated to a hardware defect; and
  • Missing, altered or removed serial numbers where this prevents product verification.

RealDealz will assess whether the alleged cause is connected to the claimed failure.

11. CONSUMABLES AND LIMITED-LIFE ITEMS

Consumables and items designed to wear or be depleted through normal use may not be covered as a product defect where the issue is ordinary depletion or wear.

Examples include:

  • Batteries;
  • Light bulbs;
  • Fuses;
  • Guitar strings;
  • Certain filters; and
  • Similar consumables.

This does not remove statutory rights relating to a separate qualifying defect in the product.

12. CHANGE OF MIND

A customer may not automatically return a product simply because they have changed their mind, no longer want the product or the product does not suit their personal preference.

However, a customer may have a statutory cooling-off right under ECTA where section 44 applies to the online transaction.

A customer may also have rights under the CPA where the goods are defective, unsuitable in circumstances covered by the Act or otherwise fail to comply with the applicable legal requirements.

13. REFUNDS

Where a refund is legally due, RealDealz will process the refund using a reasonable payment method and within the applicable legal timeframe.

The timing of a refund may depend on:

  • The applicable legal provision;
  • The payment method originally used; and
  • The processing time of the relevant payment provider.

RealDealz will not replace a legally required refund with store credit without the consumer’s agreement where the applicable law requires a refund.

14. REPAIRS AND REPLACEMENTS

Where repair or replacement is applicable, RealDealz will communicate the relevant process to the customer.

Replacement products may be subject to stock availability.

Where the same product is unavailable, the consumer’s applicable statutory rights will remain unaffected.

15. FRAUD AND PRODUCT VERIFICATION

RealDealz may take reasonable steps to verify online claims, including:

  • Verifying the order;
  • Checking serial numbers;
  • Reviewing product records;
  • Requesting relevant information;
  • Inspecting the product; and
  • Investigating suspected tampering or fraudulent claims.

A fraudulent claim or a claim relating to damage caused by the customer may be rejected.

16. AUCTION PURCHASES

This Online Store Warranty, Returns & Refunds Policy does not automatically apply to goods purchased through RealDealz auctions.

Auction purchases are subject to the applicable auction terms and conditions and the legal rights applicable to auction transactions.

17. CUSTOMER RIGHTS

This Policy is subject to the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 and other applicable South African law.

Nothing in this Policy is intended to exclude, restrict or waive any consumer right that cannot lawfully be excluded, restricted or waived.

18. CONTACT REALDEALZ

For online returns, warranty claims or product enquiries:

Telephone: 068 111 4841
Email: info@realdealz.co.za

RealDealz

Your Trusted Trading Partner

This Policy is governed by the laws of the Republic of South Africa.