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Returns & Refunds

We back every unit with a clear, CPA-aligned returns policy. No tickets, no run-around — a person handles your case from first email to courier collection.

At a glance

  • 30 days to change your mind on unopened items in original packaging — you arrange and pay the return courier.
  • 6 months under the Consumer Protection Act for goods that prove defective in use.
  • Warranty: 12 months on new (manufacturer-backed, mirrored locally, longer where the manufacturer’s own warranty is longer) and on certified refurbished (Server Hub limited, return-to-base); 90 days on pre-owned (Server Hub limited, return-to-base). Always in addition to your Consumer Protection Act rights. Each product page states which applies.
  • DOA window: 7 days from delivery for dead-on-arrival reports.

How to start a return

  1. Email support@serverhub.co.za with your order number and a brief description of the issue. Photos help.
  2. We’ll respond within one business day with a return reference and return instructions.
  3. Pack the unit in its original box where possible. We’ll arrange and pay for the courier on legitimate defect / DOA cases; for a change of mind, the return courier is yours to arrange and pay.
  4. Once received and inspected, refunds land in 5–7 business days; replacements ship inside 48 hours.

Items that can’t be returned for a change of mind

Some items are non-returnable under our suppliers’ terms. Each is marked on its product page:

  • Software licences and product keys once the key has been issued.
  • Cover and warranty-extension plans once registered to your device.
  • Services (installation, configuration, labour) once delivered.
  • Built-to-order systems configured to your specification.

Faults are still covered — your Consumer Protection Act rights are not affected.

What we cover

  • DOA hardware
  • Manufacturer defects discovered within the warranty window
  • Wrong item shipped, or item materially different from listing
  • Damage in transit (with photos at the point of receipt)

What we don’t cover

  • Damage from misuse, water, power surges without a UPS, or unauthorised modification
  • Software issues unrelated to hardware fault
  • Change-of-mind on opened items where the item is fully functional
  • Open-box / refurbished items beyond their explicit warranty (always shown on the product page)

Refunds

Refunds go back to the original payment method:

  • Card / PayFast / Yoco: 5–7 business days after we receive the item.
  • EFT: 1–3 business days after we receive the item.
  • B2B credit account: credit applied to your next invoice.

You’d rather we just fix it?

For warranty cases, our default is repair-or-replace inside SA — usually faster than a refund. We’ll always offer the choice.