Frequently Asked Questions

Getting Started

1. Find the product you wish to buy

Keyword search boxes are located on nearly every page of the website. You will also find links to browse lists and more detailed product-specific searches in the top and left navigation bar of each department. When you find a product that interests you, click the title or name of the product to see its details, including availability and dispatch estimate times.

2. Add to cart

Found the products you want to buy? Click on Add to cart. Your shopping cart contains all the products that you have selected to buy. Once you’ve added a product to your shopping cart, you can go back and keep searching and adding to your cart. You can access the contents of your shopping cart at any time by clicking on the Blue cart button at the top right of any page on the xenonpc website.

You can also add products to your Wish List, which is a handy list of all the products that you do not want to check out with immediately, or which are out of stock but that you want to remember for later. You can move products between your shopping cart and your Wish List. Products have to be in your shopping cart for you to check out.

3. Checkout

3.1. Click Proceed to Checkout after you’ve reviewed the items in your Shopping Cart.

3.2. If prompted, sign in to your account or create a new account if this is your first order.

3.3. Choose your delivery method:

3.3.1. Courier delivery to your door

3.3.2. Collect from a xenonpc pickup Point

3.4. Choose your payment method. Be sure you’ve applied any Gift Vouchers or coupon codes you want to use on your order if there is any.

3.5. Review your order details and complete payment.

Payment can be made via: 

Direct Payment: You can make a direct payment into our Xenonpc Account. Please use the order number as reference. Please Make additional payment of R25 if you are paying directly in the banking Hall

EFT
You can  EFT with your bank Application system. If you are paying from a different bank to our bank, Allow 48 working hours to be reflected. Once  we receive your payment, allow 2 to 3 working days to receive your order.

You are responsible for packing the product safely and securely for return to ensure against damage in transit. Please include the return reference number in the parcel so that we can easily identify your return.

View our Returns Policy here.

1. Log your exchange / return request on the website
Login to your xenonpc account on the website  and initiate the exchange or return process by completing the online request form.

Click here to log your exchange or return now.

Please include the return reference (the RRN number at the top of your email) in or on the outside of the parcel so that we can easily identify your return.

2. Courier collection

Our couriers will contact you within 1 to 2 business days after you have logged your return, to arrange the collection.

 3. Return to the xenonpc warehouse

If you’ve selected to return your product to the xenonpc Polokwane store yourself you can do so to the following address:

19A Grobler Street, 
Polokwane,
0699.

Please first log your request on the website and select to return the product yourself before going to the Xenonpc Polokwane store.

4. Exchange or replacement
Once your returned product has been validated by xenonpc’s quality team, your account will be credited, unless you have requested a replacement or an exchange.

Once your xenonpc account has been credited, you can use the credit towards other purchase on the website.

Alternatively, once you have received confirmation that your account has been credited, you can request a refund instead of the credit.

Please note that we only refund to the payment method that you originally used 

If you’re returning a sale product, the reduced price paid at the time of the transaction will be refunded back to you.

You will receive an email notification once your return has been received at our warehouse.

When logging your exchange/return request, you can select a preferred action. While we will do our best to fulfil this preference, we cannot guarantee that the option will be available, and this is also dependent on the outcome of the return. The available options are dependent on the reason for the return, and include the following:

  • Credit my account – The amount is credited to your xenonpc account.
  • Exchange – You can request an exchange if you’d like a different size and/or colour of the same product, which is available. Exchanges are only available for apparel, sportswear and shoes that have a size or colour variation.
  • Replace this product – If you have received a product in a defective or damaged condition, you may request a replacement product, if it is available. Unboxed Deals have slightly different requirements – please see the Unboxed Deals FAQ .
  • Refund – Once you have received confirmation that your account has been credited, you can request a refund instead of the account credit. Please note that we only refund to the payment method that you originally used.

If you request a refund after your account has been credited for a return, we will process your request instantly. For bank deposits , it may take 3-5 business days, depending on your bank’s processing times, for the funds to reflect in your account.

Please note that we only refund to the payment method that you originally used .

If you want to exchange a qualifying product for a different size or colour, simply return the original product within 30 days of delivery for a free exchange.
To request an exchange:

  1. Login to your Takealot account and go to My Account > Log a Return 
  2. Select the Log New Exchange/Return button
  3. Find the product you wish to return and click the ‘Exchange/Return’ button
  4. Complete the return request form:
    • Select the “Reason for return” as “I want to exchange it for a different size/colour”
    • Select your preferred action as “Exchange”.
    • Specify the new size and/or colour required in the field provided.
  5. Submit the request.

We will confirm via email within 1-2 business days whether the requested product is available and will provide further instructions for the collection of the return product.

If the requested product is available, our courier will deliver it and collect the unwanted product in a single visit. Our couriers will contact you to arrange the exchange.

If you notify us of a defect or poor quality within our Standard Warranty period (within 6 months of receiving your original order), you can return it to us at no charge. A ‘defect’ is a material imperfection in the manufacturing of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.
The following will NOT be regarded as a defect:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorised alterations to the product;
  • where the specifications of a product do not suit you, although accurately described by xenonpc and generally fit for its intended purpose;
  • in relations to Unboxed Deals, signs of handling and/or repackaging.

If your return request falls within this policy and is deemed eligible for a return, once we have inspected the product and validated your return, we will at your choice either:

  • deliver the correct product to you (if the correct product is available) or;
  • credit your account with the purchase price of the product or;
  • refund you with the purchase price of the product.

If you notify us within 3 days of damage to your goods occurring on delivery of your order, you can return it to us at no charge and, if stock is available, we will do our best to immediately arrange a replacement. If your return request falls within this policy and is deemed eligible for a return, we will:

  • replace the correct product to you (if the correct product is available) or;
  • credit your account with the purchase price of the product or;
  • refund you with the purchase price of the product.

Note on Unboxed Deals:
If you request a return of an Unboxed Deal and a repair is not possible, we will see if we have an exact replacement Unboxed Deal product in stock but if we don’t, we will credit or refund you. A new product in perfect condition is not considered the same product as an Unboxed Deal and an exchange of this kind cannot be granted. This is why Unboxed Deals are discounted, compared to products in perfect condition.

Credits reflect in your xenonpc account within 24 hours, but refunds may take a further 3-5 business days to reflect in your bank account.

If a product is not what you ordered or not as described, you can return it to us at no charge, provided that:

  • you request a returnwithin 3 days of receiving your order (after 7 days, you can only return a product if it is defective);
  • it isundamaged and unused, with the original labels and stickers still attached;
  • it isin the original packaging, which must be undamaged and in its original condition with all seals still intact (except if it is an Unboxed Deal);
  • it isnot missing any accessories or parts;return, once we have inspected the product and validated your return, we will at your choice either:
  • deliver the correct product to you (if the correct product is available) or;
  • credit your account with the purchase price of the product or;
  • refund you with the purchase price of the product.

Unfortunately not – the complete product has to be returned. This means that if a mouse of the computer set is not working, the computer needs to be returned as well, as it would need to be tested with the mouse once fixed.

Unfortunately not – in such an event please cancel the return and log a new one.

Once you have logged your return, you have three  days to drop the parcel off at the warehouse. Should you not drop off the item in that timeframe, the return will be cancelled and you will be required to log a new return should you still want to return the item.

You are entitled to cancel your order prior to the point at which you receive a notification that it is being shipped for delivery. Should you wish to return the product thereafter, you can do so in accordance with our Returns Policy.

We unfortunately can’t make changes to your delivery address once payment has been received and you have received your Payment Confirmation email.

xenonpc offers 2 convenient methods of delivery:

  • Courier – We deliver directly to your home or office, anywhere in South Africa.  All delivery and tracking details are supplied to you through the email provided;
  • Collect – You can choose to collect from our store

Once we receive your payment before 12:00, your order processed. You will receive your item in 2 to 3 business working days.

Please Note: Your order can only be processed once your payment is cleared.

We do not ship outside of South African borders at this time.

If you received an incomplete delivery you can notify us here, then our friendly customer service team will be in touch with you to assist.

Once we’ve received your payment, we’ll send you an e-mail with tracking details. If in doubt, contact us.

Please note:

  • The countdown in terms of the shipping period begins once your payment has been authorised. For cash deposits and Internet transfers this means once the funds reflect in our bank account. 
  • Business days are defined as Mondays to Fridays, excluding public holidays.

If a product goes out of stock, it will reflect as such on the website or will no longer be visible on the website.

We do our best to prevent sales of products that are out of stock, but due to the digital nature of our business the opportunity exists for an item to go out of stock after an order is placed. If you have already ordered the product on the website when it goes out of stock, we’ll let you know. You will then have the option to be refunded or credited for any amount already paid by you, or you can wait until the product comes into stock again.

We take the security of your payment and personal information seriously. See our Terms and Conditions for details and the Payment FAQ below.

On the Login page click on the link next to ‘Forgot your password?’ and enter the email address that you account was registered with and click ‘Submit‘. We will email you a link to this email address which you can click on to reset your password.

  • Login with your email address, that your account was registered with, and your password,
  • go to Your Account > Personal Details,
  • change your old email address to your new one and save your changes.
  • Your new email address will be your user Login from now on.

If you want to hear about great deals, new products and special offers before anyone else, make sure you are signed up to receive our email newsletters. Signing up is easy:

Go to My Account > Customer Information > Newsletter Subscriptions, and enter your preferred email address.

To help us send you the most exciting news and product information that is most relevant to you, you can even indicate your interests by ticking your favourite departments.

Make sure to click on ‘Save preferences’ to update your account.