Refund and Returns Policy

Refund and Returns Policy

At Heuristech our customers are important to us and we want you to be happy with your purchase.

It’s important that you inspect your goods as soon as possible after they have been delivered.

If you are not happy with an item and the item is not faulty, you must return it to us in its original condition (the condition in which it was sold) and original packaging no later than 7 business days from the day the item was received by you. You will be responsible for the cost of returning the goods to us and we will issue you with a full refund of the purchase price within 7 days of receiving the returned goods. Refunds are issued via the payment method that was used to purchase the goods.

Prior to returning the item, please email us at support@heuristech.co.za and we will guide you through our simple returns process.

Return of Faulty Goods:
If you have received a faulty item, please contact us at support@heuristech.co.za so that we can assist you. Time frames for refunds on faulty good will vary from product to product.

Refunds
We will pay the amount into your nominated bank account in the case of individuals and directly to the company bank account for companies.

We will first inspect all returns before passing a credit or refunding any amount to you.

Refunds will be paid within 7 working days and we will subtract any bank charges if you have paid by cash deposit or card.

Should you not require a refund, you may choose an alternative product or a credit balance for future purchases.

Product Returns for “Warranty” Determination
Heuristech’s Technical team will test the product according to the description of the problem listed on Page 1 of the RMA request form. After Heuristech’s evaluation, Warranty or Out-of-Warranty status will be determined. If the description of the problem is the same as listed on Page 1 of the of the RMA request form, the product will be repaired under warranty at no charge and shipped, prepaid, back to the customer. If the description of the problem is different from the problem listed on Page 1 of the RMA request form, or damaged from delivery, we will contact the customer. If the product has no identifiable problem we reserve the right to charge for testing and return delivery. Warranty repairs do not extend the original warranty period.

No Warranty Credits or Exchanges for:

• Returned items that failed due to an accident, purchaser’s abuse, neglect or failure to operate in accordance with instructions provided in the owner’s manual(s) supplied.
• Returned items that failed due to incorrect voltage or improper wiring.
• Returned items that failed due to rain, excessive humidity, corrosive environments or other contaminants.
• Any item damaged in shipment.
• Any product failure caused by installing or operating product under conditions not in accordance with installation and operation guidelines or damaged by contact with tools or surroundings.
• Returned items with cosmetic defects that do not interfere with product functionality.
• Returned items that are incomplete or defaced.
• Any consumable or standard wear items such as fuses or incandescent lamps.
• Returned items with a different serial number from what was authorized for return.
• Returned items that were special ordered or custom configured.
• Freight damaged items. If your shipment arrives damaged, you must note the damage on the carrier’s delivery record in accordance with the carrier’s policy, save the merchandise in the original box and packing it arrived in, and arrange for a carrier inspection of damaged merchandise.
  

For any product returned to Heuristech for reasons other than warranty, a 20% restocking fee and round-trip shipping costs will be deducted from the credit refund. All returned items must be in their original box or crating and must include all packing material, manuals, and accessories.

Please take care to package your return carefully. Heuristech is not responsible for damage or a lost product(s) caused by shipping. Any damage or subsequent failure of the hardware product related to inappropriate packaging will result in additional charges for the repair of the product.

If the customer desires an expedited method of return, the product will be shipped collect.

Product Returns for “Non-Warranty” Determination
After Heuristech’s evaluation, the customer shall be notified of the repair cost. If the description of the problem is different from the problem listed on Page 1 of the RMA request form, or damaged from delivery, we will contact the customer. If the product has no problem that we can identify, we reserve the right to charge for testing and return delivery.

At such time the customer must issue a written confirmation to proceed with the repair(s), agree to cover the costs of the repair and return freight, or authorize the product to be shipped back as is, at the customer’s expense. Failure to obtain written confirmation within thirty (30) days of notification will result in the product being returned as is, at the customer’s expense. Repair work is warranted for ninety (90) days from date of shipment.

Please take care to package your return carefully. Heuristech is not responsible for damage or a lost product(s) caused by shipping. Any damage or subsequent failure of the hardware product related to inappropriate packaging will result in additional charges for the repair of the product.