Refunds and Returns

  1. Introduction

1.1 The Refund and Return Policy forms part of the Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

1.2 You may return any product that you bought from the Cru Trading Website if:

  • The product has a technical fault;
  • The product delivered was different to what was ordered or advertised;
  • The Product purchased is unwanted or change of mind;
  • The Product is incomplete or damaged on delivery;

1.3 We will require the product with the box and accessories as well as your order number. It is important that you send the phone back in the same condition received with the following conditions met:

  • A fully functional phone;
  • No cracks on the screen or casing;
  • With the original box and accessories;

1.4 Based on how long you have used your device we will either replace or repair your device with the same model unless we do not have stock an alternative will be offered.

1.5 Once a Product has been approved for return, we will send our courier to collect the product for assessment. For technical faults reported after 7 days of receiving a product you may courier the product to our designated warehouse where you will be credited or refunded for the courier costs incurred, up to an amount not exceeding R150. If no fault is found you will be liable for the courier costs before the device can be returned to you. In cases whereby an address has changed from the original delivery address, any extra charges above the original courier amount will be for the customers’ cost.

  1. Product has a technical fault

2.1 All Cru Trading products are covered by a Cru Trading warranty. If your product is faulty please email sales@crutrading.co.za immediately and report the fault in writing.

2.2 Please note that Cru Trading’s warranty is subject to the terms and conditions set out and can be read in detail here . It is your responsibility to make yourself aware of the terms and conditions.

2.3 If a product is received with a technical fault it must be logged within 7 days of delivery to you. After 7 days, you can only return the product for repair. If a repair is not possible a replacement will be offered.

  1. Product delivered was different to what was ordered or advertised

3.1 Oops this is embarrassing, please report within 24hrs from delivery by emailing sales@crutrading.co.za and we will collect the product and either replace it with the correct item or offer a refund.

3.2 Returned Product must be in the original packaging, which must be undamaged and in its original condition with all accessories.

3.3 Incorrect product must be logged for return within 7 days of delivery to you. After 7 days, you can only return a product if it is defective.

3.4 You may also elect to exchange a Returned Product for another product that is of the same value as the Returned Product. If the price of the Returned Product is less than that of the Exchange product, you will be liable to pay the cash difference between the two products. And if the price of the Returned Product is more than that of the Exchange product, Cru Trading may give you a voucher equal to the value of the difference between the two product prices.

3.5 If the packaging is in any way opened, damaged or tampered with, Cru Trading will charge you a handling fee of up to 20% (twenty percent) of the total purchase price of the Returned Product.

  1. Products purchased is unwanted or change of mind

This Policy forms part of the Terms and Conditions. Nothing in this Policy is intended to limit your statutory rights.

4.1 You can return an unwanted product to Cru Trading, provided:

  • The Returned Product is in the original packaging and must be undamaged;
  • It is not missing any accessories or parts;
  • You return the product to Cru Trading or you log a return within 7 days of delivery;

4.2 After 7 days, you can only return a product if it is defective.

4.3 Once we have inspected the Returned Product and validated your return, we will credit you with a Cru Trading voucher to the value of the purchase price of the product within 7 days of the return.

4.4 If approved by management a cash refund will be offered and transferred electronically to your chosen bank account within 7 days of the return less a shipping and payment processing fee.

4.5 You may also elect to exchange a Returned Product for another product that is of the same value as the Returned Product. If the price of the Returned Product is less than that of the Exchange product, you will be liable to pay the cash difference between the two products. And if the price of the Returned Product is more than that of the Exchange product, Cru Trading may give you a voucher equal to the value of the difference between the two product prices.

4.6 New products are only eligible for return within 7 days if unopened and still sealed with a handling and shipping cost of up to 10% (ten percent) of total purchase price. Cru Trading will charge you a handling fee of up to 20% (twenty percent) of the total purchase price of the Returned Product If opened and approved by Cru Trading management.

  1. Products are incomplete or damaged on delivery

5.1 Should a product be damaged or missing any parts or accessories at the time of delivery, please notify Cru Trading immediately by emailing  sales@crutrading.co.za

5.2 If the product is incomplete Cru Trading will arrange delivery of the missing parts of accessories.

5.3 If products are damaged on delivery Cru Trading will arrange collection. Once we have inspected the product and validated your return, repair or replace the product as soon as possible. If a repair or replacement is not possible an alternative product will be offered.

  1. Refunds Policy

Our Refund Policy is valid for 7 days after delivery. If 7 days have gone by we, unfortunately, can not process your refund and we will repair or replace your product.

Our Refund Policy is only valid for:

  • Incorrectly delivered products which cannot be replaced with correct items.
  • Products out of stock and paid for;
  • Second returns with technical faults;

If 7 days have gone by we, unfortunately, can not process your refund and we will repair or replace your defective device if we can not repair it.

The following will not be regarded as eligible for a refund:

  • the product is not suitable for the intended purpose but the specifications were accurately described on the website
  • unauthorised alterations to the product resulting in damage
  • damage caused by inadequate care of product
  • damage arising from electrical surges
  • damage caused by user negligence

Physical Damage or Damage caused by user negligence Voids the right to a refund or warranty.

Refunds will be done electronically via electronic funds transfer (EFT) to a bank account nominated by you.

Refunds may take up to 7 working days to complete.

Cru Tradingwill not be liable for any payment processing charges, shipping fees or any other fees that may be levied against you for the refund.

  1. General

To process a return, refund or exchange of a product please send an email to sales@crutrading.co.za with your request and we will advise you of the steps that you will need to follow.

Cru Trading Warranty

crutradng.co.za sell New, Demo and Certified Pre-Owned or CPO products. New products will carry a manufacturer or network warranty whereby customer may take the product to any applicable retail store nationwide for assessment and or repair. New Imported products are sold with a 6 month Cru Trading warranty. Demo and CPO products carry a 6 month Cru Trading Warranty. In the event of a claim please contact Cru Trading immediately via email to ensure we have a paper trail and can best assist you with a speedy resolution to your issue. If you have any fault within the first Seven days of receiving your product, please report it immediately via email to sales@crutrading.co.za for replacement with a like for like model or agreed alternative. Product must be in the same condition they were received in and contain the original packaging and accessories.

Each and every handset is put through several phases of stringent testing that exceed industry standard prior to listing for sale and again before dispatch. To provide our customers with complete peace of mind, we ensure every warranty return is put through the same testing process to ensure consistency. If 7 days have passed, Cru Trading will arrange a collection of faulty product for inspection before a replacement can be dispatched. Should we deem a warranty claim to be fully functional or out of warranty, then this handset will be returned to you providing payment of the relevant fees are made within the required timeframe. Our warranty covers the cost of parts and labour to either repair or replace eligible warranty returns with a like for like model or agreed alternative. However, If your claim is out of warranty, you will be responsible for the following fees: Courier collect and return costs and labour assessment cost of R250.

WARRANTY PERIOD

Cru Trading offers a 6 month warranty on Certified Pre-Owned (CPO), New Imported and Demo products. If, in the rare event, your purchase fails to operate under normal use and service, due to defects in parts or hardware, our warranty will cover the cost of parts and labour to either repair or replace your warranty return with a like for like model. Please note Accidental damage will void the warranty. Replacements will be issued in accordance with the specification of the handset returned. All warranty repairs will be repaired within 3-5 business days, excluding courier time to collect and deliver. Lead times will vary depending on the availability of stock and/or replacement parts. Should the product not be repairable it will be replaced with a like for like model or agreed alternative. The warranty period begins at the time of the products delivery to the customer.

WARRANTY EXCLUDES

This is not an insurance policy and should we deem that any fault has occurred as a result of misuse; accidental, deliberate or water damage, then the warranty will be void and we will contact you with regards to this.

We do not cover defects and/or damage resulting from:

  • Normal wear and tear of the equipment or otherwise due to the normal ageing of the equipment, including battery deterioration. Batteries life will depend on usage and apps running, gps enabled apps will drain battery even when running in the background. Battery deterioration or damage to a device from battery swelling will not be covered in warranty after one month of use. Please report any battery issues within the first month of purchase.
  • Any disassembly, repair, alteration or modifications carried out by anyone other than Cru Trading will void the warranty.
  • Misuse, abuse, negligence or accident damage from drops or pressure however caused.
  • Improper testing, operation, maintenance, installation or any alteration or modification of the product.
  • This warranty will not be available: a) if the serial number or warranty seal on the product is illegible, has been defaced or removed; or, b) without any proof of purchase.
  • We do not cover any phones for water damage; this includes phones which were rated as waterproof/water resistant when purchased. This is due to the rubber seals/waterproofing degrading over time and as a result we cannot guarantee that a second-hand phone’s seal will still be intact.
  • The downloading of illegal software, alteration of the IMEI number on the device, whether it has been deleted, removed or made illegible, or if the internal data of the device doesn’t comply with the proof of purchase.
  • Failing to properly follow the installation process and instructions for use, or the use of products or accessories that aren’t compatible with the device – such as generic accessories and other contaminated auxiliary devices.
  • Charging cables and wall adapters are covered by a 2 week warranty due to the nature of these items being easily damaged, please report any faulty chargers within 2 weeks of receiving them.
  • Modifying the exterior of the device by gluing, pasting or sticking ‘decorative’ images on the device can void the warranty if they impact the interior mechanics of the device.

We do not cover consequential or incidental damages, including but not limited to, loss of use, loss of business, loss of profits, loss of data, any fees related to third party contracts, down-time and charges for time and effort.

Any third party attempt at repairing the handset will invalidate any returns period or warranty in place, which is why we strongly advise that any potential issue must be reported to us in writing to sales@crutrading.co.za in the first instance and we will be able to advise further.

All faults must be reported to us upon initial discovery of the fault, as continuing to operate a device with a fault may cause the device to become irreparable. You will be held financially liable in this case and any costs associated with the return will become yours. In this instance, we will not uphold a warranty repair or replacement.

Phones must be returned to us without any passwords or passcode as these would prevent our technicians from completing a full assessment on time. If removal is not possible on the device, please include this information with the phone.

All Sim and Memory cards must be removed from the device as we cannot be held accountable for loss of sim and memory cards and their data.

We do not under any circumstances provide any kind of guarantee for data loss and all returns will be factory reset and wiped. We do advise that backups of the phone’s data are taken at regular intervals.

The handset must be returned to us on or before the date the warranty period expires, outside of this period it will be deemed as out of warranty and returned to you subject to the relevant fees.

Please ensure that the handset is packaged safely and in accordance with the courier’s guidelines before sending it to us, please retain your proof of postage and tracking number.

Changes to this agreement

From time to time we will also need to make changes to this policy. We will give you reasonable notice of any changes to this policy. Those changes will not affect past purchases.

  • We reserve the right to take such action as we think appropriate in the event that you breach this policy. If we do not exercise a right available to us under this policy, this does not constitute a waiver of our rights.
  • If any term of this policy is held invalid, void or unenforceable by a court or regulator, that term will be severable and will not affect the validity and enforceability of the remaining terms of this policy.
  • You may not assign or otherwise transfer this policy or any rights or obligations under it without our prior written consent. We may assign or transfer this policy, or any rights or obligations under it, on reasonable notice to you.
  • All replaced defective products, parts, boards or equipment shall become the property of crutrading.co.za
  • The warranty period commences from the date of purchase once it has been activated and runs without delay from this period Under no circumstances can a warranty be delayed, extended or renewed.
  • The warranty period does not restart should a repair take place or warranty replacement issued.