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Repairs Exchanges Returns

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What is Incredible Connection repair, exchange and return policy?

Purchases may be returned or exchanged at any Incredible Connection store subject to submission of the original receipt, and that the merchandise is in its original packaging and condition. In line with the CPA a handling fee of up to 15% of the value of the product may be charged when the product/packaging is not returned in its original purchase condition

  • Non-returnable/ non-refundable items
  • Delivery and or installation costs
  • Pre-paid cards
  • Digital content
  • Any damaged or abused items
  • Faulty/defective products after 14 days: (excluding all panel televisions larger than 32” (Plasma, LCD & LED) as well as all Large appliances)

In the unfortunate event that your purchased product becomes faulty/ defective, you may opt to have it taken to any Incredible Connection. You will be entitled to the following option of as per the CPA (after goods has been inspected and assessed):

  • Have such product repaired
  • Have product replaced
  • Be refunded the price paid
  • In the event that the product is found to be not faulty, you will be liable for all handling and shipping charges; for the collection and the re-delivery of the product to you. You will be liable if the goods are damaged or faulty as a result of misuse, abuse or negligence

The warranty does not cover any defects caused by foreign objects/connection errors that are not part of the appliance, including but not limited to:

  • use other than domestic use by the customer or his/her immediate resident family at the declared address appearing on the front of this document;
  • failure by the customer or any other person to comply with the manufacturers’ instructions for installation, maintenance or use;
  • the use of accessories which have not been approved by the manufacturer;
  • the application and/or use of any incorrect or abnormal electrical or water supply to the appliance;
  • any defect in wiring, electrical connections or plumbing which does not form part of the appliance at the time of the original purchase;
  • the presence in the appliance of objects which the appliance is not intended to cope with, such as hairpins, coins and buttons in washing machines, hot food in fridges and chewing gum and wax crayons in tumble dryers;
  • neglect, misuse, or willful abuse of the appliance;
  • anything related to the appearance of the appliance which does not in Incredible Connection sole opinion prevent the appliance from working adequately: this includes but is not limited to cosmetic and manufacturers’ defects such as: discolouring of any part of the appliance, paint peeling off, cracked or broken handles, plates, hinges, wheels, panels, shelves or any portion of the product which is glass;
  • rust or the effects of rust;
  • repairs or attempted repairs of the appliance by any person other than Incredible Connection or its authorized repairers;
  • any modification of the appliance by any person other than Incredible Connection or its authorized repairers;
  • parts or items of the appliance which are expected to wear out before the extended warranty period expires, including but not limited to, batteries, filters, disposable bags, rubber or plastic hose pipes, drive or fan belts, fuses and/or light bulbs cartridges, toners or ribbons;
  • fire, food, war, civil disturbance, industrial action, acts of God or any other causes beyond the reasonable control of the Incredible Connection;
  • any defect arising out of the design of the appliance;
  • any defect caused by lightning strike or power surges;
  • blown or damaged speakers arising from misuse;
  • any damage caused due to the use of generic or re-filled cartridges;
  • any loss or destruction of, or any damage to any property whatsoever, or any loss expense whatsoever arising there from, or any consequential loss or any liability of whatsoever nature directly or indirectly caused by or contributed to, by or arising from ionizing, radiation, or contamination by radio activity from any nuclear fuel or any nuclear waste from the combustion of nuclear fuel. Combustion shall include any self-sustain process of nuclear fission, or any loss, destruction, damage or disability directly or indirectly caused by or contributed to, by or arising from nuclear weapons material.
  • In the case of cameras, the warranty does not apply to any accessories, batteries, charges, attachable lenses or additions which do not constitute the main body of the camera. In the case of TV’s; Hi-Fi’s; VCR’s or DVD’s – remotes are not covered.
  • In addition, Incredible Connection will not be liable for the costs of;
  • maintenance, including cleaning, clearing of blockages and overhaul, insect infestation or paper jams;
  • work covered by the manufacturers’ recall of the appliance;
  • call out charges where the breakdown is not covered by the extended warranty;
  • and material or labour which are recoverable from the manufacturer or any person who may be held responsible in terms of any other guarantee or warranty.
  • Incredible Connection will not in any circumstances be liable for any consequential loss or damages suffered by the customer whether directly or indirectly related defect in the appliance to the extent permissible by law.
  • Repairs may not be effected without prior authorization from Incredible Connection.
  • In the case of an authorised repairer being called out for a fault covered by the warranty, the supplier shall pay the repairer for all labour and materials supplied in terms of the warranty, while the customer shall be liable to pay the repairer all other charges, including but not limited to the call out charge should no defect be found in the appliance.
  • The repair will be carried out in terms of the warranty within a radius of sixty kilometres from the appointed service agent’s premises. Should the repairer be required to travel beyond this radius, the customer will be charged at the prevailing AA rate per kilometre.
  • Incredible Connection authorised repairers reserve the right not to do house calls in areas where their personal safety may be at risk.
  • Warranty does not cover computer software.

Repair Policy

Please contact or visit your closest store for any over counter in-store and online purchase to be repaired. Logging your return or repair on-line with our call center to arrange a courier collection is only applicable for products purchased on-line. For products purchased online to be returned or that requires a repair under warranty you have the additional option of a taking the product into any RSA Incredible Connection store. Courier collections will occur within 72hours (weekdays only) from time of booking confirmation being received. Customer is to ensure that the goods are properly packaged as not to sustain damages whilst in transit. Repairs take a maximum of 21days from the day of goods being delivered to an Incredible Connection store, or a maximum of 21days if collected by a repairs agent. Any abuse, tampering, incorrect installations, mismatching and damage due to natural disasters will not be covered under the above warranties.

If your product is not repairable (and if covered by the warranty) your product will be replaced by a similar product/ model. Before we start any repair work for out of warranty returns, you will be charged with an upfront payment of R350 as a deposit. You will be charged this fee should you advise us that we should not proceed with the repair work. In the event that you give us approval to proceed with the repair work, the aforementioned R350 will be waived (subject to section 15 of the CPA). If you do not collect the repaired goods within 2 months after we have notified you that it is ready for collection, we may sell the goods to defray costs.

How do I return a product?

Should you wish to return items, you need to notify Incredible Connection within 24 hours of delivery.

You can choose to notify us by:

  • Phone on 0860 100 700

  • Email at [email protected]

  • Alternatively, take the items to any Incredible Connection store

What are the refund options available for a return?

The options will depend on the reason for your return, and include the following:

  • Your selected method of payment will be credited. These include, but is not limited to debit, credit or cheque cards, Maestro & VISA Electron debit cards, eBucks, Discovery Miles, IPay, Bsmart, Visa Checkout, MasterPass, Call Pay, PayU Wallet, Incredible Connection Credit Card and Incredible Connection Gift Cards
  • An exchange can be requested
  • A defective or damaged product was delivered to you. You will be given the option to replace the product, or your method of payment to be credited.
  • Refunds are issued based on your method of payment. Cash refunds are only in the form of Incredible Connection Gift Cards

How do I exchange a product?

Should you wish to exchange items, you need to notify Incredible Connection within 24 hours of delivery.

You can choose to notify us by:

  • Phone on 0860 100 700

  • Email at [email protected]

  • Alternatively, take the items to any Incredible Connection store

We will get someone to uplift the items and replace them with the new items

How do I request a repair?

Should the items you receive be damaged or faulty, you need to notify Incredible Connection within 24 hours of deliver.

You can choose to notify us by:

  • Phone on 0860 100 700

  • Email at [email protected]

  • Alternatively, take the items to any Incredible Connection store

We will get someone to uplift the items and replace them with the new items

What if the original packaging is lost?

All items returned must be in its original packaging. Should the packaging be lost, a fee of 15% might be charged for handling. Please hand a copy of your Till Slip to the attendant at the time of uplift or when you hand the items to the store so that we can easily identify your return

Can I return sale items?

Sale products can be returned and the reduced selling price at the time of the purchase will be credited to your selected method of payment