Returns Policy

Return Policy

Packard Bell South Africa is dedicated to providing our customers with product that is top quality. However, in infrequent circumstances, products may be found to have a fault. In these circumstances, we offer the following returns processes and procedures. 

It important to note the following: 

Warranty Period

  • All Packard Bell products sold and distributed in South Africa carry a 12-month manufacturer warranty unless specifically stated otherwise. 
  • All Packard Bell products are not sold on a trial basis, it is important for each customer to evaluate the product prior to purchase to ensure that it is suitable for their needs. However, this does not infringe on consumer statutory rights.

When you encounter a fault on your Packard Bell

  • Contact Packard Bell Technical Support to report fault. 
    Technical Support Hotline: 0860009596
    Telephone: 011 314 1431 – ext 102
    Email: support@packard-bell.co.za
  • Proof of purchase/delivery required for warranty validation.
  • Technical Support Staff will troubleshoot with you over the phone or email to find a solution or decide the next best step.
  • If the decision is to return a device to Packard Bell, a Returns Authorisation Reference Number (RAR) will be allocated to the query by the Technical Support Staff.
  • Packard Bell will arrange and advise collection or delivery itineraries of the authorised returns.
    NB: It is the customer’s responsibility to securely pack units to avoid damage during transit. Packard Bell will not take responsibility for damages during transit.
  • Packard Bell cannot be held responsible for any assessment or repair attempted by any other person or repair centre other than us. Warranty voids once this happens.

Out of box failures (OBF)

Should a fault be discovered by the customer, within 14 days of delivery, the goods must be returned to Packard Bell after a Returns Authorisation Reference Number (RAR) is allocated. Packard Bell will evaluate and assess the fault upon receipt of the goods. 

  • These out of box failure goods must be in their original packaging (with all accompanying accessories) and must be in “as-good- as-new” condition since they wouldn’t have been used for long. Packard Bell will query untoward state of units upon return, including missing accessories.
  • After assessment, and IF fault/defect is confirmed, Refund or Replacement options will be available for the customer. 
  • If No Fault/Defect is found, Packard Bell will send back the unit at the customer’s expense.

Non-OBF and In Warranty

Should a fault be discovered by the customer, after 14 days of delivery but within the 12-months warranty period, the goods must be returned to Packard Bell for repairs, after a Returns Authorisation Reference Number (RAR) is allocated.

  • Packard Bell reserves the right to attempt a repair on faulty units returned after 14 days of delivery.
  • If No Fault/Defect is found, Packard Bell will send back the unit at the customer’s expense. 
  • Units repaired successfully will be returned to the customer.
  • If a unit cannot be repaired, Packard Bell will update, initiate the refund process, and keep the unit.

Out of 12-months Warranty

Packard Bell can repair out of 12-month warranty period units for a charge.

  • Customer arranges own collection and delivery of faulty units to Packard Bell.
  • Packard Bell will receive, assess, and send a quotation to customers.
  • Repaired units collected/despatched when payment has been done and verified in Packard Bell account.
  • Quote rejection fee is applicable.

Warranty exclusions

Warranty voids:

  • Immediately after the prescribed period lapses-12 months.
  • If there is physical damage (cracked screens).
  • In the event a product has been opened, modified, stripped, or tampered with in any way by anyone other Packard Bell.
  • If the product has not been installed, operated or maintained in accordance with the manufacturers operating instructions provided with the product.
  • If faulty/defect is caused by customer negligence.
  • If the product has been used for any purpose other than its intended function.
  • If damage or malfunction of the product is caused by any of the following:
  • Incorrect voltage
  • Accidents (including liquid or moisture damage)
  • Misuse or abuse of the product.
  • Mains supply problems, power spikes or lightning damage.
  • Infestation by insects.
  • Exposure to abnormally corrosive materials.
  • Insertion of foreign objects into the unit. 
  • Used with accessories not pre-approved by Packard Bell.
  • Incorrect insertion of SIM/USB/SD cards, cables or other accessories.

Force Majeure:

Packard Bell shall not be deemed to be in breach, in cases of unforeseeable circumstances, beyond control and hindering fulfilment of contract or obligation.