Terms of service

Core Connect Customer Refund, Return, Exchange & Warranty Policy

Customer Communication Policy | Updated 24 September 2026 | Version 1.1

Our Commitment to You

Core Connect is committed to fair, honest and transparent business practices. We want every customer to receive the product they paid for, in the condition represented, and to receive a fair solution when something goes wrong.

1. Delivery of Your Order

Standard shipping takes 14 days from the confirmed order/payment date, unless a different delivery period was agreed with you in writing. Delivery times may be affected by courier operations, weekends, public holidays, stock movement or circumstances outside Core Connect's reasonable control.

2. If You Have Not Received Your Order

If your order has not been received after 7 days and Core Connect has provided no communication regarding any delay, you are entitled to request a full refund. Before processing the refund, Core Connect may verify the order, payment and delivery status to ensure that the correct transaction is being refunded. This verification is intended to protect both the customer and Core Connect from payment or delivery errors.

3. Delayed Orders

If Core Connect has communicated a genuine delay, we will provide an update and, where possible, an estimated delivery date. If a delay becomes unreasonable or you have a legal right to cancel the transaction or receive a refund, Core Connect will deal with the request in accordance with applicable consumer law.

4. Returns

If you need to return a product, please contact Core Connect before sending it back where reasonably possible. We will provide instructions on the return process. Please keep your proof of purchase and return the product with its accessories, packaging and documentation where reasonably available. A returned product may be inspected to establish the reason for the return and determine the appropriate remedy. We will not use this inspection process to unfairly prevent a customer from exercising a legal consumer right.

5. Exchanges

If your device has a confirmed qualifying malfunction or defect, Core Connect may arrange an exchange for the same or an equivalent product, subject to availability and applicable consumer law. If the exact model is unavailable, we may discuss an equivalent replacement with you. An exchange process does not remove any statutory consumer rights that may apply.

6. Warranty & Malfunctioning Devices

If your device malfunctions, please contact Core Connect as soon as reasonably possible. We may need to perform or arrange a reasonable diagnostic assessment to identify the cause of the problem. Where a qualifying defect is confirmed, Core Connect will provide the remedy required under applicable law and/or the relevant manufacturer or supplier warranty. Depending on the circumstances, the appropriate remedy may include repair, replacement or refund.

7. What May Not Be Covered by a Warranty

A malfunction caused by accidental damage, liquid damage, misuse, unauthorised repairs, unauthorised modifications, physical damage or failure to follow reasonable manufacturer instructions may not be covered by a manufacturer's warranty. Where we believe this may be the cause of a problem, the device may be assessed before a final decision is made. We will explain the outcome of the assessment rather than simply rejecting the claim without a reason.

8. Refunds

We understand that customers sometimes need their money returned. Refunds will be processed where the customer has a legal right to a refund, where Core Connect cannot fulfil the order, or where a refund is otherwise approved under the applicable terms. For issues involving a malfunctioning device, customers may first be asked to allow Core Connect to investigate the problem and consider the available warranty, repair or exchange remedy. This helps ensure that the correct solution is provided and prevents unnecessary delays or repeated refund requests. Where a customer has a statutory right to a refund, Core Connect will not use this process to unlawfully delay or avoid that right.

9. Before Requesting a Refund

To help us resolve your issue as quickly as possible, please allow us a reasonable opportunity to investigate and resolve the problem. Depending on the situation, this may include confirming your order and payment; checking delivery or courier information; troubleshooting the device; arranging an inspection or diagnostic assessment; offering a repair or exchange; or confirming that a refund is the appropriate remedy. You will not be required to repeat steps that have already been completed unless there is a genuine reason for additional information or assessment.

10. Repeated or Unresolved Claims

We want to resolve customer complaints, not create unnecessary obstacles. Once a complaint has been logged, Core Connect may provide a customer-service reference and manage the matter as one case. A customer may provide new information or reopen a matter where the problem remains unresolved, a repair has failed, an agreed remedy has not been completed, or there is another material change. Where the same refund request is repeatedly submitted without new information or a new issue, Core Connect may continue handling it under the existing case rather than treating each request as a separate claim. This process does not limit any consumer right to escalate a legitimate dispute.

11. Customer Responsibilities

Customers are expected to provide truthful and accurate information; keep proof of purchase and payment; provide reasonable information required to investigate a complaint; take reasonable care of products; avoid unauthorised repairs or modifications before a warranty assessment; and communicate with Core Connect in good faith. Customers should not deliberately damage, alter or substitute a product in order to obtain a refund or replacement.

12. Fraudulent or Abusive Claims

Core Connect reserves the right to investigate claims where there are reasonable grounds to suspect fraud, false information, altered documentation, duplicate claims, deliberate damage or other dishonest conduct. A claim will not be rejected simply because an issue requires investigation. Where a claim cannot be verified, we will explain what information or evidence is required where reasonably possible.

13. Our Ethical Business Promise

Core Connect will always aim to communicate honestly and clearly; avoid misleading customers about products, prices, delivery or warranties; treat complaints respectfully; investigate genuine problems fairly; provide reasonable solutions; protect customer information; avoid unnecessary barriers to legitimate refunds or warranty claims; and comply with applicable South African consumer-protection requirements.

14. Your Legal Consumer Rights

This policy is intended to explain Core Connect's customer-service process. It does not replace or reduce any mandatory rights you may have under South African law. Where applicable law provides a customer with a right or remedy that is more favourable than this policy, the applicable law will prevail. In particular, qualifying defective goods may be subject to statutory remedies under the Consumer Protection Act 68 of 2008.

15. How to Contact Us About a Claim

When contacting Core Connect about a refund, return, exchange or warranty matter, please provide your order details, proof of purchase and a clear description of the problem. For warranty or malfunction claims, photographs, videos or other information demonstrating the problem may help us resolve the matter more quickly. Email help@coreconnectonline.co.za or call +27 60 528 1208 so that your request can be properly recorded and tracked.

16. Our Goal

Our goal is simple: to protect our customers while operating a fair and sustainable business. We believe a good customer relationship should depend on honest communication, reasonable investigation and a genuine effort by both sides to reach a fair solution.

Quick Customer Guide

Situation	What you can expect
Order not received after 7 days	If there has been no communication about a delay, you may request a full refund.
Order delayed with communication	We will provide an update and work toward delivery or an appropriate resolution.
Device malfunction	We may assess the device and provide the appropriate repair, exchange or refund remedy.
Warranty claim	We will assess the issue and apply the relevant warranty and consumer-law requirements.
Refund requested	We will determine whether a refund is the applicable remedy and may first use reasonable troubleshooting or assessment where appropriate.

Core Connect - Fair service. Honest communication. Responsible business.