Returns and Refunds

CH Africa is committed to providing our customers with the highest quality products and services. However, on rare occasions, products may be found to be faulty or defective. In such cases, we offer the returns facilities described below.

General Returns Policy Applying to All Returns:

  • The product/s must be returned within 30 days of purchase. Beyond the 30 days, CH AFRICA may, at its discretion upon assessing the facts, accept a return (excluding warranty claims, outlined later in this document).
  • Faulty products or order cancellations must be logged with the sales team by email before initiating returns. Returns done in person before it is logged via email will carry delays.
  • Customers must provide the following when logging a return:
    • Original CH AFRICA invoice linked to the product being returned.
    • For inks/toners, the original packaging.
    • A reason for the return.
    • Where applicable: usage pages, images of error codes or printing issues, ink estimate levels, status report, images of the cartridge box (all sides), ink cartridge barcode, toners serial number. (Please ensure clear images are provided). The absence of the above details may result in delays or credit denial.
  • Once approved, returns must be delivered to CH AFRICA within 7 working days.
  • Returns shipping costs are all borne by the customer, with the exception of defective products or due to an error by CH AFRICA (i.e wrong product provided).
  • Proof of postage is not proof of delivery and you are therefore strongly advised to send your package by recorded delivery, registered post or courier, and to insure the goods for their full value.
  • Returns will undergo verification for packaging integrity, weight tolerance, expiry dates, and item saleability before processing credits.
  • If the product/s is found to be empty, tampered with, misused or refilled, such product/s will be duly returned with a Credit Refusal Document at the customer’s expense.
  • If any product/s is found NOT to be defective it will be returned to the customer with a Credit Refusal document at the customer’s expense.
  • No cash refunds are offered; only credit notes or Credit EFT’s will be processed. Prior to an EFT being loaded, a bank account confirmation letter will be required. The credit will be issued within 72 hours of approval by the relevant vendor.
  • CH AFRICA may charge a 15%, or R250 (whichever is greater), handling fee based on the invoice value and a delivery fee for certain returns.
  • CH AFRICA cannot accept liability for packages damaged during transit.
  • CH AFRICA reserves the right to modify the returns policy at its discretion.
  • CH AFRICA complies with the Consumer Protection Act, where applicable.

Cancellations and Order Returns:

  • All general returns policies apply to returns and cancellations.
  • No cancellations will be accepted for items specifically ordered in from a third party on behalf of a customer.
  • For cancellations AFTER the order has been already processed or shipped, a 15% cancellation fee plus delivery charges (where applicable) will apply.
  • Returns due to CH AFRICA providing the incorrect product/s will carry no cost to the customer.
  • The goods must be unopened and in perfect re-saleable condition
  • Purchases made online may be returned with 7 working days of taking delivery, for any reason, provided it is unopened/sealed. Shipping costs will be borne by the customer.

Warranty Claims and Defective Product Returns:

  • All general returns policies apply to warranty claims and defective products.
  • Each item carries its own warranty, as stipulated by the relevant Vendor.
  • We are contractually bound to strictly adhere to each Vendor’s return policies, procedures, and warranties. Items must align with these terms to be eligible for return.
  • This warranty shall not apply if the goods have been worked upon, altered or damaged in any way by the Customer or its employees or agents, or to goods not used in accordance with the manufacturer's instructions.
  • CH AFRICA will not provide a replacement cartridge while the warranty claim is still pending. Replacement cartridge/s will only be issued once the claim is resolved with the relevant supplier.
  • If an urgent replacement is required during the warranty claim process, it will need to be purchased. If the warranty claim is successful, the customer can elect to be credited the purchase amount or receive an additional replacement.
  • “Generic” or “Compatible” cartridges carry a six-month warranty against defects with CH AFRICA.
  • Products that are ‘dead-on-arrival’ will be replaced at no cost to the customers.
  • For all hardware-related faults or issues, please contact CH AFRICA on 011 392 4750 for troubleshooting before initiating a returns process.