Last updated: 17 August 2026
This policy explains cancellations, returns, exchanges, warranty remedies and refunds for purchases from Konke Okuhle Technology (Pty) Ltd, trading as K.O.T Solutions. It must be read with our Terms and Conditions. Nothing here limits a right that cannot lawfully be limited under the Consumer Protection Act 68 of 2008 (“CPA”), the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”), or another applicable law.
1. Start a return or cancellation
Email info@kot.solutions before sending anything. Include:
- your name, order or invoice number and contact details;
- the item, serial number where relevant, and reason for the request;
- the remedy requested; and
- photographs or diagnostic information for damage or defects.
We will issue instructions and, where appropriate, a return authorisation. Do not send goods to a supplier or office address without confirmation, because this can delay inspection and refund processing.
2. Seven-day cooling-off right for eligible online transactions
Where ECTA section 44 applies, a consumer may cancel without reason or penalty:
- an eligible goods transaction within seven days after receiving the goods; or
- an eligible services transaction within seven days after concluding the agreement.
The consumer may be charged only the direct cost of returning the goods. A payment already made must be refunded within 30 days after cancellation. Please keep goods complete and take reasonable care of them while arranging return.
3. Cooling-off exclusions
The ECTA cooling-off right does not apply in all cases. Statutory exclusions include certain services started with the consumer’s consent before the seven-day period ends; goods made to the consumer’s specifications or clearly personalised; goods that by their nature cannot be returned or deteriorate rapidly; and computer software where the seal has been broken. A disclosed or activated digital licence may also be non-returnable where the nature of the product and applicable law permit. These exclusions do not remove remedies for a product that is defective, misdescribed or not supplied as agreed.
4. Direct-marketing transactions
Where the CPA direct-marketing cooling-off right applies and ECTA section 44 does not, a consumer may rescind in writing or another recorded form within five business days after the later of conclusion of the transaction or delivery of the goods. Refunds will be handled within the statutory period.
5. Incorrect, mixed, unexamined or purpose-specific goods
Subject to CPA section 20, a consumer may return qualifying goods within 10 business days where the wrong goods were delivered, goods do not match the description or sample after the consumer had no reasonable opportunity to examine them, a mixed delivery is rejected, or goods are unsuitable for a specific purpose communicated to and accepted by us. Return risk, cost and any lawful charge depend on the statutory reason and the condition of the goods.
6. Defective, unsafe or poor-quality goods
Goods must be reasonably suitable for their ordinary purpose, of good quality, in working order, free of defects, and durable for a reasonable period. If goods fail these standards within six months after delivery, the consumer may return them without penalty and at our risk and expense and may direct us to repair or replace the goods, or refund the purchase price, as provided by CPA section 56.
If a repair does not remedy the issue, or a further failure is discovered within three months after the repair, the consumer is entitled to a replacement or refund as provided by law. These statutory rights are additional to a manufacturer or extended warranty.
7. What is not a defect
A defect remedy may not apply to normal wear and tear, consumable depletion, accidental damage, misuse, unauthorised modification or repair, failure to follow instructions, unsupported software or accessories, power or environmental damage, or a condition specifically disclosed and expressly accepted before purchase. Each case will be assessed fairly and statutory rights remain controlling.
8. Transit damage or missing items
Notify us promptly—preferably within 48 hours—of visible transit damage, an incomplete shipment or a missing item. Keep the packaging and provide photographs where possible. The preferred reporting window helps us claim against the courier but does not extinguish a statutory remedy.
9. Non-statutory change-of-mind requests
Where no statutory cancellation or return right applies, we may at our discretion accept a standard-stock item requested for return within 14 calendar days of delivery if it is unused, complete, resalable, and in its original undamaged packaging. Prior written approval is required. A reasonable deduction for use, diminished value, missing items, inspection, restoration or restocking may apply only to the extent lawful and disclosed. Special-order, configured, personalised, activated-licence and clearance items are generally excluded from this discretionary facility unless defective or otherwise protected by law.
10. Data and device preparation
Before returning a computer, storage device or connected product, back up important data and remove passwords, accounts, SIM cards and personal accessories unless instructed otherwise. We are not responsible for data loss during lawful diagnostic, repair, replacement or reset processes except where liability cannot lawfully be excluded.
11. Inspection and outcome
We may inspect or arrange authorised technical assessment to verify the condition and reported issue. We will not use an inspection to delay a valid statutory remedy. If no fault is found or the issue falls outside a warranty, we will explain the findings and obtain approval before charging any reasonable diagnostic, collection or re-delivery amount.
12. Refund method and timing
Approved refunds are made to the original payment method unless another lawful method is agreed. Bank and payment-gateway processing times are outside our direct control. We aim to initiate ordinary approved refunds within 7–10 business days after approval and receipt of any required return. Where ECTA specifies a maximum period, the refund will be made within that statutory period, including the 30-day period applicable to a section 44 cancellation.
Original standard delivery charges are refunded where required by law. Premium or additional delivery services and return delivery costs are handled according to the reason for return and applicable law.
13. Services and subscriptions
If a service does not meet the quality standards required by the CPA, a consumer may require the defect to be remedied or a reasonable portion of the price to be refunded, having regard to the extent of the failure. Fixed-term, recurring and third-party subscriptions are also subject to the applicable service agreement and lawful cancellation rules. Amounts for services already properly supplied remain payable.
14. Complaints
Contact info@kot.solutions or 087 265 6144 first so that we can investigate. If a qualifying consumer complaint remains unresolved after our internal process, you may approach the Consumer Goods and Services Ombud or the National Consumer Commission.