Returns policy
14-Day Returns. No Questions Asked.
DistriNode gives customers a simple 14-day return window from delivery. If the product is eligible, unused, complete and returned in a resalable condition, you can send it back without needing to give a reason. This policy explains how to start a return, what condition the product must be in, how refunds are processed and how defective, damaged or incorrect items are handled.
The Short Version
Submit your return request within 14 calendar days after your order is delivered.
For eligible change-of-mind returns, you do not need to explain why you are returning the product.
All returns must be logged through the product return page so we can track the request properly.
This 14-day return policy is a DistriNode customer service promise. It does not limit any rights you may have under South African consumer law for defective, unsafe, incorrect or misdescribed goods.
What Qualifies For A 14-Day Return?
A product will generally qualify for the 14-day no-questions-asked return if all of the following apply:
- The return request is submitted within 14 calendar days of delivery.
- The product is unused, undamaged and in a condition suitable for resale.
- The original packaging, accessories, manuals, cables, seals, labels, warranty cards and bundled items are included.
- The product serial number, IMEI, service tag or activation status can be verified where applicable.
- The item is not excluded for hygiene, safety, software licensing, digital activation, special-order or supplier-controlled reasons.
How To Start A Return
Submit the return form
Go to Product Return and enter your order details, product details, contact information and reason field where available.
Wait for return instructions
Our team will review the request and reply with the next steps. We aim to respond within 1 business day.
Pack the product securely
Return the product in its original packaging with all accessories and protective materials. Please do not write on or tape directly over retail packaging where avoidable.
Inspection and outcome
Once received, the item is inspected. If it meets the policy requirements, we process the approved refund, replacement or store-credit outcome.
Refunds, Return Costs And Timeframes
| Return type | What happens | Return delivery cost |
|---|---|---|
| 14-day change-of-mind return | Eligible items are refunded after inspection if unused, complete and resalable. | The customer is responsible for getting the product back to DistriNode unless we agree otherwise or the law requires otherwise. |
| Incorrect product supplied | If DistriNode supplied the wrong item, we will help correct the order through replacement, refund or another suitable resolution. | DistriNode will not require the customer to carry the return cost for our dispatch error. |
| Damaged on delivery | Report visible courier damage as soon as possible and include photos of the product, packaging and waybill. | Handled according to the delivery issue, courier process and applicable consumer rights. |
| Defective product | Defective items are assessed under the Consumer Protection Act, manufacturer warranty and supplier warranty process where applicable. | Handled according to South African consumer law and the applicable warranty process. |
Approved refunds are processed after the returned goods have been received and assessed. Bank, card or payment-provider processing times may affect when the money reflects in your account.
Items That May Not Qualify For No-Questions-Asked Return
Some products cannot always be accepted as a change-of-mind return once opened, used, activated, installed or specially supplied. Examples may include:
- Software, digital licences, activation keys, subscriptions, downloads or products linked to a user account.
- Consumables or sealed products that have been opened, used or depleted, including ink, toner, batteries and similar items.
- Personal-care, hygiene-sensitive or health-related products where the seal has been broken.
- Products damaged through misuse, incorrect installation, power surges, liquid damage, unauthorised repair, modification or missing parts.
- Special-order, customised, made-to-order, clearance, damaged-packaging or supplier-restricted items where the product page or quote states special conditions.
These exclusions apply to change-of-mind returns. They do not remove your statutory rights if a product is defective, unsafe, not as described or incorrectly supplied.
Defective Products, Warranties And CPA Rights
If a product is defective, unsafe or not reasonably suitable for its intended purpose, the issue may fall under South African consumer protection rules and/or the manufacturer warranty. Depending on the facts and the applicable law, a defective product may be assessed for repair, replacement or refund.
Some technical products must be inspected by the authorised distributor, supplier or manufacturer service centre before the final outcome can be confirmed. We will guide you through the process and keep the return record linked to your order.
Nothing in this policy is intended to limit rights that cannot legally be limited under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other applicable South African law.
What To Include With Your Return Request
- Your order number.
- The product name or SKU.
- The email address used at checkout.
- Your contact number.
- Photos where the item is damaged, incorrect, incomplete or defective.
- A short description of the issue if the return is not a simple 14-day change-of-mind return.
Contact Details
Inspection First: No Outcome Is Promised Before We Receive The Product
The main rule for every return is simple: DistriNode cannot promise a refund, replacement, warranty approval, credit amount or final outcome before the product has been received and inspected. A customer may describe an item as unused, complete or like new, but the final decision can only be made after we physically check the product, packaging, accessories, serial numbers, condition and reason for return.
We will accept eligible return requests for assessment and will be as flexible as possible in each situation. Once the product is received, the outcome may be a full refund, partial refund, replacement, warranty referral, store credit, repair process, return rejection with reasons, or another fair offer based on the condition of the item and the applicable law, supplier rules and manufacturer warranty terms.
The sooner the product is returned to us with the correct information, the sooner we can inspect it and give a proper answer. Until inspection is complete, any discussion about refund value, replacement, warranty approval or handling fees is provisional only.
Partial Refunds, Handling Fees And Condition-Based Offers
If a returned product is opened, used, damaged, incomplete, missing accessories, missing packaging, missing manuals, missing bundled items, has damaged retail packaging or cannot be resold as new, DistriNode may offer a partial refund or condition-based resolution instead of a full refund.
Reasonable deductions or handling fees may apply where permitted, including costs linked to inspection, repackaging, missing items, courier movement, supplier assessment, payment reversal costs, restocking, refurbishment or loss in resale value. These are assessed case by case and will be explained where they affect the final outcome.
Products that are excluded by nature, law, hygiene, safety, activation, licensing, food or supplier restriction may still be received for assessment where appropriate, but acceptance for inspection does not mean the product qualifies for a refund.