Warranty & Returns

1. This article is about the warranty and repair on products you buy from Rugged SA.   

• All goods dispatched from Rugged SA are checked for quality, including checks on the appearance of the goods, the function of the hardware and software, the packaging, and the inclusion of applicable accessories and power adapters.
• Rugged SA undertakes to communicate openly, promptly, and carefully with all customers in relation to issues with received goods.

Note: If you are a customer with goods which appear to have a problem, please talk to us before initiating complaints via Social Networks. Usually, there is a way for us to resolve your issue quickly and to ensure you’re satisfied!

2. What Does Rugged SA’s Warranty Imply?

• All products bought from Rugged SA come with a standard 1-year manufacturer warranty unless specified otherwise on the product page;
• As a wholesaler, Rugged SA can only offer problem-solving for faulty products which either shipped in an unsatisfactory condition or developed internal faults naturally during usage without issues of physical damage or unsupported usage. In other words, if the product is broken you can contact us to send it back for a repair.
• All batteries in any device come with a standard 6-month manufacturer warranty
• All watches come within a 6-month manufacturing warranty – we do not repair any watches
• All accessories come with a 3 month manufacturing warranty – we do not repair any accessories. 
• Replacement units will carry initial warranty and no extended warranty/ from initial purchase date

3. 14-Day Product Replacement/ Refund Policy:

Rugged SA provides a 14-day replacement/refund under the following circumstances:

• The product received is not the product that was ordered*;
• The product is faulty;
  The product is unwanted;
• The product complies with both points 6 and 7 of the Rugged SA Warranty Policy.
  The 14-Day replacement warranty is valid for 14 days starting on the date of purchase as indicated on the order invoice.
• The Refund/ Replacement excludes ALL Rugged Covers and Screen Protectors

Note: Refunds take 3-5 working days to be processed. If you return a defective/unwanted product to us, you must ensure that the product is returned in mint condition and in the original packaging. If you fail to return all of the accessories and parts that were sold with that product, we are entitled (subject to applicable law) to refuse the return, only to replace the item that you did return, or to estimate the value of the missing accessories and parts and only to credit or refund you in respect of the returned item.

4. When Does The 12-Month Warranty Start?
The warranty period begins from the date of purchase as specified on the order invoice. The period is exactly 365 days from that time. For example, a product on the 365th day is covered, but a product on the 366th is no longer covered.

5. Who Pays for What?

Wrong product received within the 14-Day Policy:
Rugged SA is responsible for all costs to arrange for the product to be collected and replaced with the correct product.
This only applies to addresses within South African borders.

Faulty product within the 14-Day Policy:
Rugged SA is responsible for all costs to arrange the product to be collected.
This only applies to addresses within South African borders.

Unwanted product within the 14-Day Policy:
Client/Buyer is responsible for all costs to arrange for the product to be returned to Rugged SA’s physical address.
Should it be found that the goods are not in their original packaging and condition, or that the product is damaged in any way Rugged SA has the option to impose a minimum of 10%(ten percent) handling charge

Repairing a device outside the 14 Day Policy but still within its 1 Year Warranty – faults not physically damage related:
The client/Buyer is responsible for all costs to arrange for the product to be returned to Rugged SA’s physical address, once the repair is done – then Rugged SA will return the repaired device to the Client/Buyer free of charge.

6. In What Situations Are Returns/Compensation NOT Approved by Rugged SA?
Below are instances where a customer will not be eligible for returns and/or compensation:

• Products whose warranty period has expired;
• Received returned products that are damaged because of inadequate return packaging;
• Physically damaged or broken products caused by misuse or mishandling, subjects to manufacture technical test results;

7. How is my warranty voided?

• Your warranty will be voided if your device is damaged. This includes, but is not limited to:
  Physical damage and/or misuse or abuse (Such as a cracked/damaged LCD), liquid damage, repairs and/or product modifications and alterations that have been executed by unauthorised third parties;
• Electrical surge damage is not covered under the manufacturing warranty unless a product explicitly states that this is covered for electrical surges;
• Modifying the exterior of the device by glueing, pasting or sticking ‘decorative’ images on the device can void the warranty if such attachments impact the interior mechanics of the device. Such attachments can also influence the strength of your network connectivity on the device;
• The downloading of illegal software, alteration of the IMEI number on your device, whether it has been deleted, removed or made illegible, or if the internal data of your device doesn’t comply with the proof of purchase;
• Failing to properly follow the installation process and instructions for use, or if you use products or accessories that aren’t compatible with your device – such as generic accessories and other contaminated auxiliary devices.
• When any evidence exists that the device was opened in order to access, investigate, repair and/or attempt to repair the device without the knowledge or written consent from Rugged SA.

8. Repairs Process:

• Please send an email to support@ruggedsa.co.za and we will gladly assist you with any After Sales Support.
• Repairs usually take no longer than 7-10 business days from arrival. The repair process period may be extended under the following conditions:
• Unavailability of spare parts. We are unable to contact you for additional information regarding any product faults/defects. Unforeseen software issues that may be required.
  When a product requires additional testing/inspection e.g. battery life issues. There is 3-months workmanship warranty on the repairs done through Rugged SA Repairs will commence once full payment or PO is received.
• Please ensure ALL your personal data is backed up before returning your device to us. Your data could be lost/damaged in the repair process.
• Please ensure the return package is CLEARLY marked with either the ticket or order number. Devices that are not clearly marked with these details will not be serviced.
• Make sure you disable/deactivate any security lock/unlock patterns on the device.
• All faulty/defective devices need to be returned to Rugged SA within 14-days of the customer sending an email to support@ruggedsa.co.za 

Note: To speed up the turnaround time on repairs, Rugged SA has partnered with an external repair center to repair certain consumer models from our portfolio. Please note that an external party may contact you regarding your repair, should your device be part of the onboarded models. Rugged SA will still continue the repairs inhouse for all enterprise devices. 

10. How do I request to return a product to Rugged SA?

Please send an email to support@ruggedsa.co.za with your model number and fault being experienced.
Rugged SA will communicate all steps thoroughly with the customer in order for the process to be as clear and efficient as possible.
Returns, if accepted by the Supplier in writing and at it’s own discretion on such terms as it may prescribe, shall be credited in full less a minimum of 10% (ten percent) handling charge. The minimum percentage will be applicable provided that the goods are in their original packaging and condition with no physical damage and there is no breach of the warranty and repair policy

11. Pre-Loved Goods Warranty:

Pre-loved devices come with a limited 3-month warranty against manufacturer faults, but do not cover damage caused by negligence, misuse, and they are sold “as is”. They have a 7-day return policy following the same process as outlined in Point 10 of the warranty and returns policy. Pre-loved devices can only be exchanged for another device of equal value, are not eligible for discounts or coupons, and follow standard shipping rates. 

13.ONE Rugged Branded Product Warranty:

This section outlines the warranty coverage specifically for the ONERugged series.Please see below what will be covered under the warranty:

• 36-Months warranty on all ONERugged branded products
•  1-year warranty on all accessories including battery
• ONERugged units already sold to clients will carry the 36 Months warranty
• No physical damage is covered under warranty, including water damage

Any non-branded ONERugged products will carry the standard 1 Year warranty