Returns Policy

This policy covers physical products sold by AutocratTech, whether bought through our website and online store or directly from our office — technology products, computer hardware, laptop and phone parts, electronics, accessories, replacement components, cables, storage devices, chargers, and other physical items we offer for sale.

A product purchase is different from a service. Buying a component from us is a product transaction; paying us to install, configure, or fit that component is a service. A single order can involve both — for example, buying a replacement laptop screen and having us fit it. Where a transaction includes both, this Returns Policy governs the physical part, and our Terms of Service and repair warranty terms govern the installation work.

This policy explains whether and how a product can be returned. Our Refund Policy explains the financial outcome once a return, cancellation, or eligible claim has been approved. Read the two together.

Products sold by AutocratTech are new unless we clearly state otherwise at the time of sale. If we do offer a product in a different condition — for example, open-box or clearance stock — this will be disclosed to you before purchase, along with any condition-specific terms that apply to that item.

• Faulty or defective products: eligible for return, replacement, repair of the component, or refund once the fault is confirmed.
• Incorrect products supplied in error on our part: we will arrange collection or a return, and provide the correct item at no extra cost.
• Products damaged in transit: please report this within 48 hours of delivery, ideally with photos of the packaging and item.
• Missing items or incomplete orders: please report this as soon as you notice, with your order number, so we can locate or dispatch the missing item.

Where you select a specific component or product yourself — online or in-office — you are responsible for confirming it is compatible with your device. AutocratTech is not responsible for compatibility issues arising from a component you specified, unless we recommended or selected that component for you as part of a professional service.

Where we recommend or select a component as part of a diagnostic or repair service, compatibility is our responsibility, and any compatibility issue in that case is treated as a fault under this policy.

Contact us with your order number or proof of purchase and a description of the issue before sending anything back or bringing it into our office — this lets us confirm eligibility and give you the correct next steps rather than a product being returned unnecessarily.

Once we receive or inspect a returned product, we confirm the fault or issue reported. Depending on the outcome, we will offer a replacement, an exchange, or approve the item for refund under our Refund Policy.

Where a product is found not to match the reported issue — for example, damage caused after delivery or collection — we will discuss this with you before proceeding, and the item may be returned to you rather than replaced or refunded.

For faulty items, incorrect items, or items damaged in transit, we cover reasonable return shipping via The Courier Guy or another local courier partner, or you may return the item to our office at no cost to you. For change-of-mind returns of unused products, return shipping or delivery back to us is your responsibility unless otherwise agreed.

• Special-order products already ordered, other than for confirmed faults.
• Software licences and digital downloads, once delivered or activated.
• Products opened or installed, other than for confirmed faults.
• Products returned without proof of purchase.
• Products where the reported issue is confirmed to be customer-caused damage or an incompatible customer-selected component.

These are three separate things, and this policy does not assume they are the same:

We do not promise a universal warranty period across every product and service — the applicable warranty depends on the specific product, part, or service, and will be confirmed to you at the time of purchase or repair.

We may make reasonable exceptions to this policy at our discretion. If you disagree with a returns decision, contact us so we can review it together; you retain any rights available to you under applicable South African consumer law.

For any returns query, reach out to us directly:

• Address: AutocratTech, 29 Foundry St, Devland, Johannesburg, Gauteng, South Africa
• Phone / WhatsApp: +27 74 600 5367
• General enquiries: info@autocrattech.com
• Support: support@autocrattech.com
• Business hours: Mon - Sat: 09:00 - 17:00 | Sun: 09:00 - 15:00