Warranty, Returns & Repairs Policy

Compliant with the Consumer Protection Act 68 of 2008 and the Protection of Personal Information Act 4 of 2013

1. Introduction

All goods dispatched by Rugged SA are quality-checked before shipping. Each item is inspected for appearance, hardware and software function, packaging integrity, and inclusion of applicable accessories and power adapters.
Rugged SA is committed to resolving any customer issues promptly, transparently, and professionally. If you experience a problem with your product, please contact us at support@ruggedsa.co.za before posting public complaints — we will assist you swiftly to ensure your satisfaction.

2. Warranty Coverage

Unless otherwise specified on the product page:

2.1    All new products carry a standard 12-month manufacturer warranty.

• All batteries carry a 6-month manufacturer warranty.
• All watches carry a 6-month manufacturing warranty.
• All accessories carry a minimum 6-month warranty, as required under the Consumer Protection Act.
• Replacement units will continue under the original warranty period from the initial date of purchase.

These warranties cover manufacturing defects only, and not physical or accidental damage, misuse, or unauthorised modification.

3. 14-Day Return, Replacement, or Refund Policy

You may return a product within 14 days of purchase (or delivery, for online orders) if:

3.1       The incorrect product was delivered;

3.2       The product is defective or faulty;

3.3       The product is unwanted and unused;

3.4       The return complies with the terms set out below.

Conditions for returns:

3.5       The product must be returned in its original packaging and condition, with all accessories.

3.6       Where goods are defective, Rugged SA will cover collection and replacement costs.

3.7       For unwanted items, the buyer will be responsible for return shipping costs.

3.8       No handling fee will be charged for defective items. A handling fee of up to 10% may apply for unwanted goods not in resaleable condition.

Refunds are processed within 3–5 business days after inspection and approval. Consumers have the right, under Section 56 of the CPA, to choose whether the item should be repaired, replaced, or refunded if it fails within 6 months of purchase due to a manufacturing defect. This excludes pre-loved goods, which will be sold “as is” with description of the device. See Rugged SA’s Pre‑loved (“as is”) Disclosure and Acknowledgment form.  

4. When the Warranty Period Begins

The warranty period starts on the date of purchase as shown on the original invoice and continues for 365 days. The warranty expires after this period.

5. Costs of Return and Repair

If the incorrect product is received, Rugged SA will arrange and cover all costs of collection and replacement within 14 days of delivery.

If a faulty product is received within 14 days, Rugged SA will likewise cover all costs to collect the item, assess the defect, and deliver the repaired or replaced product back to the customer at no additional charge.

If a product is unwanted within the 14-day return period, the customer will be responsible for all courier or delivery costs required to return the product to Rugged SA’s physical address.

Where a repair is required after the initial 14-day period but still within the warranty period, the customer will be responsible for the cost of sending the product to Rugged SA. Once the repair has been completed, Rugged SA will return the repaired device to the customer free of charge.

All shipping arrangements and cost responsibilities apply only to addresses within the borders of South Africa.

6. When Warranty and Returns Are Not Approved

The warranty does not cover:

• Products with expired warranty periods;
• Items damaged by improper packaging during return shipping;
• Physical, electrical, or liquid damage due to misuse or negligence;
• Damage resulting from unauthorized repairs or alterations;
• Damage caused by use of incompatible accessories or software modifications.

7. How Your Warranty May Be Voided

Your warranty will be voided if:

• The product shows signs of physical damage, cracking, or liquid ingress;
• Unauthorized repairs or part replacements were attempted;
• The IMEI number or serial number has been tampered with;
• Electrical surge damage occurs (unless otherwise stated on the product);
• The product was altered externally in a way that affects functionality (e.g., glued decorations, internal interference).

8. Repairs Process

• Contact support@ruggedsa.co.za to initiate a repair ticket.
• Clearly mark the returned package with your order or ticket number.
• Repairs typically take 7–10 business days from arrival.
• Delays may occur due to part-time unavailability or software testing requirements.
• All repairs carry a 90 day workmanship warranty from completion date, on the specific part that was replaced.
• Ensure your personal data is backed up before returning the device — Rugged SA cannot be held responsible for data loss during repair.
• Where applicable, Rugged SA may use an approved third-party repair partner, who will contact you directly. All such parties operate under confidentiality and POPIA compliance.

9. Repair Quotes

• Quotations are valid for 30 days or while parts are available.
• If no response is received after 60 days, the device status changes to “awaiting defray”.
• After 90 days of no communication, the device may be deemed abandoned and disposed of responsibly, after written notice to the customer.
• A rejection fee applies if a customer declines a repair quote.

10. Return Procedure

To request a return or exchange, email support@ruggedsa.co.za with:

• Product model and serial number;
• Description of the fault or reason for return.

Rugged SA will provide clear instructions for packaging, collection, or courier drop-off.
Returns approved in writing will be credited in full, less a maximum 10% handling fee (if applicable to unwanted items only, not applicable to damaged goods).

11. Pre-Loved Goods

Pre-loved (used) products are sold “as is” but carry a minimum 6-month limited warranty for manufacturing defects, in compliance with the CPA.
Such devices may show minor cosmetic wear. They have a 7 day return period for exchange (no refunds) and may not qualify for additional discounts or promotions. See Rugged SA’s Pre‑loved (“as is”) Disclosure and Acknowledgment form.  

12. Unboxed Deals

• Unboxed products (open packaging or minor cosmetic imperfections) are sold at discounted prices.
• These products carry a 6-month limited warranty for manufacturer defects, excluding accidental or liquid damage.
• A 14-day return policy applies for exchanges only, following the same procedure as other products.

13. ONERugged Enterprise Products

• 36-month warranty on all ONERugged enterprise products.
• 12-month warranty on accessories (including batteries).
• No coverage for physical or liquid damage.
• Non-ONERugged branded items revert to standard warranty terms.

14. ONERugged Consumer Products

ONERugged consumer devices carry a standard 12-month warranty from the date of purchase.

15. Data Protection and POPIA Compliance

Rugged SA respects your privacy and processes all personal information in compliance with the Protection of Personal Information Act, 2013 (POPIA).
Personal information collected for warranty, returns, or repair purposes will be used solely for those purposes.
Where required, Rugged SA may share limited personal information (e.g., contact details, IMEI numbers) with authorised third-party repair partners under strict confidentiality and data protection agreements.
Customers may request access, correction, or deletion of their data at any time by contacting support@ruggedsa.co.za.

16. Governing Law

This policy is governed by the laws of the Republic of South Africa, and all disputes shall be subject to the jurisdiction of South African courts.