Returns & Refund Policy

Website: www.xenonpc.co.za
Last Updated: 2 October 2026

1. Our Commitment

At Xenon PC, we aim to provide customers with quality computers, laptops, components, accessories and IT equipment.

We understand that occasionally a product may need to be returned. This policy explains the process for returns, exchanges, repairs and refunds.

Nothing in this policy limits any rights a consumer may have under applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA).

2. Before Returning a Product

Please contact Xenon PC before sending any product back.

Do not return an item without first receiving return instructions.

When contacting us, please provide:

Order number or invoice number
Customer name
Product name/model
Reason for the return
Description of the problem
Photos or videos where relevant

Our team may perform troubleshooting before approving a return.

3. Products That Arrive Faulty or Damaged

If a product arrives damaged or is found to have a manufacturing or functional defect, please contact us as soon as possible.

We may request photographs, videos or other information to assist with identifying the problem.

Depending on the circumstances and applicable law, Xenon PC may arrange for the product to be:

Repaired
Replaced
Refunded
Otherwise remedied as required by law

Customers should not attempt unauthorised repairs or modifications before contacting Xenon PC, as this may affect the assessment of the product.

4. Incorrect Product Supplied

If Xenon PC supplies an incorrect product, please contact us as soon as possible.

Where the incorrect item was supplied by Xenon PC, we will work with the customer to arrange the appropriate remedy, including collection or return where applicable.

The product should be returned in the condition in which it was received, together with the supplied accessories where possible.

5. Change-of-Mind Returns

A change-of-mind return means that the customer received the product they ordered but subsequently decided that they no longer want it.

Where a change-of-mind return is permitted under applicable law, the product may need to be returned in an appropriate condition and the customer may be responsible for reasonable return delivery costs.

For products that have been opened, installed or used, Xenon PC may assess the condition before processing the return, subject to applicable consumer law.

6. Used and Refurbished Products

Xenon PC sells used, refurbished and pre-owned equipment.

Used products may have normal signs of previous use, including:

Scratches
Scuff marks
Minor dents
Cosmetic wear
Keyboard or touchpad wear
Signs of previous installation or use

These conditions do not automatically constitute a defect when they have been disclosed or are consistent with the advertised condition.

A customer may not return a used product solely because it does not have the cosmetic condition of a brand-new product where the listing clearly identified the item as used or refurbished.

7. Laptop Battery Condition

Laptop batteries are consumable components and their capacity naturally decreases with age and use.

Unless a specific battery health percentage or guaranteed battery runtime is stated in the product listing, used laptops may have reduced battery capacity.

Where a battery is specifically described as faulty, defective or non-functional, the customer should rely on the condition stated in the listing.

8. Compatibility and Incorrect Purchases

Customers are responsible for checking compatibility before purchasing products such as:

RAM
CPUs
GPUs
SSDs
HDDs
Power supplies
Laptop batteries
Chargers
Cables
Networking equipment
Expansion cards
Other computer components

If a product is compatible with the specifications stated in the listing but is incompatible with the customer’s particular computer or setup, this may be treated as an incorrect purchase rather than a defective product.

Please contact Xenon PC before purchasing if you are uncertain about compatibility.

9. Network-Locked Products

Certain routers, modems and networking devices may be locked to a specific network.

The applicable network will be stated in the product description where known.

A product advertised specifically for a particular network should not be assumed to support every network.

Customers are responsible for checking network compatibility before purchasing.

10. Return Condition

Where a return is approved, customers should return the product with:

All supplied accessories
Cables
Chargers
Adapters
Manuals, where supplied
Original packaging, where reasonably available
Any other components supplied with the product

Products should be packaged securely to prevent damage during transportation.

11. Products Damaged After Delivery

A product that is damaged after delivery due to misuse, accidental damage, liquid damage, electrical damage, improper installation or unauthorised modification may not qualify as a defective product.

Examples include:

Broken ports
Cracked screens
Liquid damage
Burn marks
Physical impact
Damaged connectors
Incorrect power supply
Damage caused by incorrect installation
Damage caused by incompatible components

The circumstances will be assessed individually and subject to applicable consumer law.

12. Data and Personal Information

Customers are responsible for backing up their data before returning a computer, laptop, hard drive, SSD, phone, storage device or other equipment.

Xenon PC is not responsible for personal files, software, passwords or other information left on returned equipment.

Where possible, customers should remove personal information and securely back up their data before returning a product.

13. Warranty Returns

If a product develops a fault during an applicable warranty period, contact Xenon PC with your proof of purchase.

The product may need to be inspected and tested to establish the cause of the fault.

Where the fault is covered, the applicable remedy may include repair, replacement, refund or another remedy required by law.

14. Return Shipping

The responsibility for return shipping will depend on the reason for the return and applicable consumer law.

Where Xenon PC is responsible for an incorrect or defective product, we will provide appropriate instructions regarding the return.

For customer-initiated returns, including eligible change-of-mind returns, the customer may be responsible for applicable return delivery costs where permitted by law.

Customers should not arrange expensive return shipping without first contacting Xenon PC.

15. Refunds

Once a returned product has been received and assessed, Xenon PC will process any approved refund in accordance with applicable law and the circumstances of the return.

Refund processing times may depend on the original payment method, bank, payment provider or marketplace.

Where a deduction is legally permitted, applicable delivery, handling or other reasonable costs may be deducted.

16. Marketplace Purchases

Products purchased through marketplaces such as Bob Shop may also be subject to the marketplace’s return, refund and dispute-resolution procedures.

Customers who purchased through a marketplace should follow the applicable marketplace process where required.

Xenon PC will cooperate with the relevant marketplace process.

17. Products Returned Without Approval

Products should not be sent to Xenon PC without prior return instructions.

Unapproved returns may result in delays while the order and return reason are identified.

Contact Xenon PC before sending any product back.

18. Return Assessment

Returned products may be inspected and tested to determine:

Whether the reported fault exists
Whether the product matches the returned order
Whether the fault is covered by the applicable warranty or consumer protection provisions
Whether the product has been physically damaged
Whether unauthorised modifications have been made
Whether all relevant components were returned

Testing may take some time depending on the type of equipment and the nature of the reported problem.

19. Fraudulent or Abusive Returns

Xenon PC reserves the right to investigate suspected fraudulent or abusive return activity.

Examples may include:

Returning a different product from the one purchased
Removing or replacing components
Deliberately damaging a product
Returning a product with missing parts
Making false claims regarding the condition of a product

Any action taken will be subject to applicable South African law.

20. Important Consumer Rights

This policy does not replace or reduce rights provided to consumers under applicable South African legislation.

Where the Consumer Protection Act 68 of 2008 provides a customer with a right or remedy, that right will apply notwithstanding anything in this policy.

21. Contact Xenon PC

For returns, refunds, exchanges or warranty claims, please contact Xenon PC through the contact details published on our website.

Website: www.xenonpc.co.za

Xenon PC
Computer Sales • Laptops • Components • Accessories • Repairs • IT Equipment

Last Updated: 2 October 2026