Refund policy

Last updated: 6 October 2026

This policy applies to purchases from EXZOH (PTY) LTD at exzoh.co.za. It distinguishes online cooling-off cancellations, faulty or incorrect goods, and voluntary returns. Nothing in this policy limits rights under the Consumer Protection Act (CPA), the Electronic Communications and Transactions Act (ECTA), or other applicable South African law.

Requesting a return or cancellation

Email support@exzoh.com or call/WhatsApp +27 71 621 9701. Include your order number or other proof of purchase, the item, and the remedy you are requesting. For faults, damage or an incorrect item, a description and photographs where practical help us resolve the issue.

Contact us before sending goods so we can confirm the appropriate return route and shipping instructions. Please arrange any in-person return with us in advance. A return reference helps us track your parcel; absence of a reference does not remove a valid statutory right. Pack goods securely and include accessories that formed part of the purchase where available. Original packaging is helpful but is not a blanket condition for a valid faulty-goods claim.

Return address and registered office

EXZOH (PTY) LTD, 87 Sumatra Estate, corner of 8th Road and 7th Road, Midrand, Gauteng, 1687, South Africa.

This is also our registered office and address for service of legal documents. Please arrange a return or visit in advance. Depending on the product or warranty claim, we may confirm an alternative supplier or manufacturer return route with you; do not send goods to a different party without confirmed instructions.

Online cooling-off cancellations

Where ECTA section 44 applies, you may cancel an online goods purchase without giving a reason within seven days after receiving the goods. Tell us within that period. We will arrange the return instructions and refund the payment as required by law, within 30 days of cancellation. Only the direct cost of returning the goods may be charged to you. No restocking fee applies to this right.

Handle goods with reasonable care while they are with you. A sale price, opened ordinary product packaging, or our sourcing a standard catalogue product from a supplier after your order does not by itself remove your statutory rights.

Faulty, damaged, unsafe or incorrect goods

Please report delivery damage or incorrect items as soon as practical so we can investigate promptly. This request does not shorten any statutory claim period.

Where the CPA applies, goods that fail its quality standards within six months of delivery may be returned at our risk and expense, without penalty. You may choose repair, replacement or a refund, subject to the Act. We may inspect or test the reported fault to establish the appropriate remedy. If a repair fails or another defect appears within three months after that repair, the applicable replacement or refund rights remain available.

No R200 restocking fee or return courier charge applies to a qualifying defective-goods, incorrect-item or other claim for which the law makes us responsible. Misuse, accidental damage or unauthorised alterations may affect a claim to the extent permitted by law; they do not justify rejecting unrelated defects automatically.

Manufacturer warranties

Any additional manufacturer warranty depends on the product and its written warranty terms. Contact EXZOH with your proof of purchase and fault details; we will help coordinate the claim with the relevant supplier or manufacturer. A manufacturer process does not replace your statutory rights against EXZOH. Do not send equipment to a supplier or manufacturer unless the return route has been confirmed.

Voluntary change-of-mind returns and the R200 fee

Outside a statutory return or cancellation right, a change-of-mind return requires our written approval. We consider the item's condition, completeness and whether it can be resold. For these discretionary returns, goods should be unused and complete in their original packaging, with proof of purchase.

A R200 restocking fee may apply only to an approved voluntary return where reasonable and lawful, and where the fee has been disclosed and agreed before the return is arranged. We will confirm any return delivery cost separately. This fee does not apply to ECTA cooling-off cancellations, qualifying defective or incorrect goods, refunds because we cannot supply an order, or any other return where the law prohibits it.

Custom PC builds, personalised goods and software

Goods genuinely made to your specifications or clearly personalised may be excluded from the ECTA cooling-off right. Before a custom PC build is accepted, its quote must set out the agreed configuration, price, estimated lead time and any lawful cancellation conditions. Ordering an ordinary catalogue item from a supplier does not make it a custom product. Contact us promptly if you need to cancel or change a build; any lawful charge will be assessed against the agreed terms and circumstances, rather than imposed automatically.

Computer software unsealed by the consumer may also fall within an ECTA exception. These exceptions do not remove rights relating to defects, misdescription, incorrect supply or poor workmanship. Discounted products and gift cards are not subject to a blanket exclusion from applicable legal rights.

Refunds and exchanges

We will confirm the outcome after assessing the return and explain any lawful deduction. Refunds go to the original payment method where possible; we will agree a suitable alternative if it is unavailable. We aim to process approved refunds within 10–15 business days, subject to any shorter legal deadline. An ECTA cooling-off refund will not be delayed beyond 30 days from cancellation by our inspection or approval process. Your payment provider may take additional time to display the credit.

For exchanges, contact us first so we can confirm replacement stock and the applicable return route. If we cannot supply your original order, the Shipping Policy explains your cancellation and refund options.