- When products are returned for repair, please ensure the following criteria are met:
a. The unit(s) are undamaged, as we are not liable for any physical damage other than product failure.
b. There must be a detailed fault report or explanation attached to the defective item(s) to explain the problem. The more detail we are provided, the speedier the turnaround time.
c. A copy of the invoice for the product is included as proof the unit was purchased from CYBERMONKEY.
- Any products with an authorised repair centre within South Africa will be sent to their relevant appointed repair centres once received by CYBERMONKEY. CYBERMONKEY will make every effort to ensure that units are repaired as soon as possible and the client informed at every step of the process. Spare parts availability or the lack thereof, at non-CYBERMONKEY repair centres, will affect the turnaround time of the repair. This process by and large is out of the control of CYBERMONKEY and we take no responsibility for delays or extensions caused by the repair centres.
- Brand new replacements or exchanges for faulty items cannot be guaranteed. We will replace some items with refurbished replacement units.
- When there is a shortage on any specific item, we will swap the item with the most similar product or pass credit at CYBERMONKEY’s discretion. Credit will be given based on the lower of the replacement cost or original purchase price.
- If any goods are damaged or if the warranty has passed its expiration date or has been voided, customers will be liable to pay for the repair of the product.
- CYBERMONKEY will not be responsible for products returned for repair, warranty or exchange that are not collected within 3 months and uncollected repairs, warranties or exchanges will be sold after these 3 months to recoup costs.
- A full credit on goods will only be considered if returns take place within 7 days of invoice date, provided goods are in resalable condition, including all manuals, software and packaging.
- If the return of goods for credit takes place after 7 days from the date of invoice (up to a maximum of 30 days after date of invoice), then credit will still be considered however at the lesser value of 70% of the current sale price of the product or 70% of the original purchase price, whichever is the lower, provided goods are in a resalable condition, including all manuals, software and packaging. The acceptance of such credit is wholly at the discretion of CYBERMONKEY.
- No credit will be considered and under no circumstances will this stance change when a product is returned more than 30 days after date of invoice.
- A 30% handling charge will be levied on any credits accepted that are returned without original packaging, software or manuals. Credits of this nature are wholly at the discretion of CYBERMONKEY.
- Software that is opened will NOT be credited and opened software immediately becomes the property of the customer. Peripherals with blister packaging that requires cutting or tearing to open will NOT be credited and peripherals opened with packaging of this nature immediately become the property of the customer.
- Components/Spare Parts orders not collected after 5 days will be cancelled and returned to the supplier or sold to recoup costs.