Returns
PLEASE READ OUR RETURNS POLICY IN FULL BEFORE REQUESTING ONLINE SUPPORT OR A RETURN OF A PRODUCT.
Total Tech Returns and Warranty Policy
1. First Line of Support At Total Tech, we aim to resolve issues as quickly as possible. Before initiating a return, our first line of support is online (remote) assistance. Many software and configuration issues can be resolved remotely without the need to return the hardware.
2. Warranty Coverage
- Total Tech Warranty: We offer a standard 3-month warranty on all products that do not come with an original manufacturer warranty.
- Manufacturer Warranty: If your product is covered by a direct manufacturer warranty, please do not return the item to Total Tech. You will need to contact the manufacturer directly for all warranty claims and support.
3. The Returns Process To log a return, clients must complete our online Returns Form.
- Once submitted, Total Tech will review the request and reply with the specific processes to follow.
- To ensure all claims are properly documented, all correspondence regarding returns and return requests will be handled via e-mail only.
- The physical return address will only be provided to the client once a remote assessment has been completed and a return solution has been finalized.
4. Resolution Policy (Repair, Replace, Credit) Total Tech does not offer direct cash refunds or upfront store credits. Our resolution process follows a strict three-tier approach:
- Repair: We will first attempt to repair the faulty product.
- Exchange: If the product cannot be repaired, we will exchange it for a product of the exact same value and type, or better.
- Credit: Only in the event that we are completely unable to repair or replace the product will a store credit be issued.
5. Shipping and Courier Costs The cost of returning any product to Total Tech via courier is strictly the responsibility of the client. Total Tech does not cover return shipping fees for items sent to us for assessment or repair.
- Safe Transit Packaging: We do not require the item to be returned in its original box. However, it is the client’s responsibility to ensure the product is packed securely and safely. Total Tech is not liable for any physical damage that occurs during transit due to inadequate packaging.
- “No Fault Found” / Assessment Fee: If a returned item is tested by our technicians and found to be in 100% working order, or if the issue is determined to be software-related and not covered by hardware warranty, the client will be liable for a diagnostic assessment fee. The client will also be responsible for the return courier costs to have the working item shipped back to them.
6. Warranty Exclusions and Voiding Conditions The Total Tech 3-month warranty covers hardware failure under normal use. The warranty will be immediately voided under the following conditions:
- Physical Damage: Any signs of dropping, impact, or improper handling.
- Liquid Damage: Any spills or moisture exposure.
- Electrical Damage: Power surges, lightning strikes, or load-shedding-related damage.
- Unauthorized Tampering: If the device has been opened, modified, or repaired by anyone other than Total Tech.
7. Data Loss Disclaimer Total Tech is not responsible for any data loss that may occur during the assessment, repair, or replacement process. Clients are strictly advised to back up all personal data, files, and software before sending any PC, laptop, or storage drive to Total Tech.
8. General Enquiries While all official return requests must go through the Returns Form and email, if you have general questions about a product, you can reach out to us via:
- WhatsApp: 066 203 2804
- Email: support@totaltech.co.za
CLICK HERE TO REQUEST A RETURN
