Returns, refunds and warranty

For return requests or order support, email support@hardwarehq.co.za before sending any product. We will provide the correct return instructions. Please do not dispatch goods before receiving our instructions. For general enquiries, email contact@hardwarehq.co.za.

Non-faulty goods

HardwareHQ does not offer voluntary change-of-mind returns or exchanges for non-faulty goods. This policy does not remove any cancellation right provided by law. For an eligible online purchase, the Electronic Communications and Transactions Act allows cancellation without a reason within seven days after receiving the goods. The only charge for that cancellation is the direct cost of returning the goods. If you have paid, the refund is due within 30 days after cancellation. Statutory exceptions apply.

Faulty or non-conforming goods

Where section 56 of the Consumer Protection Act applies, goods that fail the required quality standards within six months after delivery may be returned without penalty and at the supplier’s risk and expense. You may choose repair, replacement or a refund as provided by law. If a repaired fault recurs within three months after repair, the Act provides for replacement or refund. These rights are separate from any manufacturer warranty.

Supplier assessment and warranty process

For supplier-backed assessment or warranty service, a return authorisation must be obtained before an item is sent for assessment. Each authorisation covers one item and requires a full description of the fault. Include the cables, power supplies, documentation and accessories supplied with the product. Contact HardwareHQ first; we will coordinate the supplier process and provide the authorised return instructions. This process does not limit your statutory rights.

Product warranty

The standard product warranty is 12 months, but the warranty period and coverage are product-dependent. The specific product listing, invoice or warranty documentation determines the applicable manufacturer or supplier warranty. Warranty conditions may apply to physical damage, misuse, unauthorised modification or repair, and altered or removed product identification labels. These conditions do not limit your statutory rights.

How to request a return

1. Email support@hardwarehq.co.za with your order number, order email address, product name or SKU, date received and reason for the request. A statutory cancellation request does not need a reason.
2. For a fault, include a full description of the issue. Keep the product’s serial labels, packaging and supplied accessories intact where possible.
3. Wait for our written instructions before dispatching the product. We will confirm the return method, address and any applicable return cost.

Return costs and refunds

For an eligible statutory cooling-off cancellation, you are responsible only for the direct cost of returning the goods. For a qualifying defective-goods return under section 56 of the Consumer Protection Act, the return is at the supplier’s risk and expense. For other warranty assessments, any return shipping cost will be explained before dispatch and handled under the applicable product warranty terms.

Refunds for eligible cooling-off cancellations are issued within 30 days after cancellation. Refunds for other statutory remedies are handled as required by law. Where a refund is due, it is made through the original payment method where supported; if that method cannot accept a refund, we will contact you to arrange an alternative.