Refunds and Returns Policy

Last updated: 29 October 2026

Introduction

At Urbanise Technology, we want you to be happy with every purchase. This policy explains how to return a product and how refunds work. It forms part of our Terms of Service and does not limit your rights under the Consumer Protection Act 68 of 2008 ("CPA") or the Electronic Communications and Transactions Act 25 of 2002 ("ECTA").

Changing Your Mind (7-Day Cooling-Off Period)

• You may cancel your purchase without giving a reason within 7 days of receiving your product. To do this, please contact us at sales@urbanise.tech within those 7 days.
• Please return the product complete, with all accessories, manuals and free items, and in its original packaging where possible.
• You are responsible for the direct cost of returning the product to us.
• We will refund the full price you paid, including the original delivery fee.
• If the product comes back damaged, incomplete or used beyond what is needed to inspect it, we may deduct a reasonable amount for the damage, missing parts, or the cost of restoring it to a re-saleable condition, to the extent the law allows. We will tell you about any deduction before we process your refund.

Exclusions: to the extent permitted by law, the cooling-off right does not apply to:

• software, licences, subscriptions or digital activation codes that have been unsealed, revealed or activated;
• products built, configured or modified to your specifications; and
• hygiene-sensitive items, such as in-ear headphones and some health and personal care items, once their seal has been broken.

Defective Products

• Under section 56 of the CPA, if a product is defective, you may return it to us within 6 months of delivery. You may then choose a repair, a replacement or a refund.
• We may first need to have the product assessed by our distributor or the manufacturer to confirm the defect. We will keep you updated during the assessment.
• We cover the return shipping costs for products confirmed to be defective.
• This right does not apply where the damage was caused by misuse, accidents, power surges, liquid damage, normal wear and tear, or by repairs or modifications not authorised by the manufacturer. If an assessment finds no defect, or finds damage of this kind, we will return the product to you and may charge you the reasonable cost of shipping it back to you.
• After 6 months, we will help you claim under the manufacturer's warranty for the rest of the warranty period.
• Please back up and remove any personal data from a device before you return it. We are not responsible for data lost during an assessment, repair or replacement.

Incorrect or Damaged Deliveries

If you receive the wrong product, or your product is damaged in transit, please let us know within 48 hours of delivery so that we can claim from the courier or distributor quickly. We will collect the product at our cost and replace it or refund you in full, whichever you prefer. Reporting it late does not remove your rights under the CPA, but it may delay the outcome.

Products We Are Unable to Supply

Our prices and stock levels are updated once a day from our distributors' information, so a product may become unavailable, or its price may change, after you have placed your order. If we cannot supply a product, or you choose not to continue at an updated price, we will refund everything you paid for that product, including any related delivery fee, within 7 business days. See clause 5 of our Terms of Service.

How to Return a Product

1. Email sales@urbanise.tech with your order number, the product(s) you want to return, and the reason for the return. For defective products, please describe the fault and include photos if possible.
2. We will send you a return number and instructions. Getting a return number before you send the product helps us process your return quickly.
3. Pack the product securely, mark the return number clearly on the parcel, and send it to the address we give you. We recommend using a trackable courier service, as we cannot accept responsibility for returns lost in transit when you arrange the shipping yourself.

Refunds

• We will inspect your returned product and let you know whether your refund has been approved, normally within 5 business days of receiving it, or once the distributor's or manufacturer's assessment is complete for defective products.
• Approved refunds are processed to your original payment method within 10 business days, and in any event within 30 days of cancellation. Your bank or card issuer may take a few extra days to show the credit in your account.

Contact Us

If you have any questions about returning a product or about this policy, please contact us at sales@urbanise.tech or call us on +27 10 072 0100.