Returns & Refund Policy
1. Our Returns Approach
Top Brands Online does not offer a general voluntary change-of-mind return programme.
We do, however, honour all applicable statutory consumer rights, including rights relating to defective, unsafe, unsuitable or incorrectly supplied goods and any statutory cooling-off rights that apply to an online transaction.
2. Defective Products
Where goods fail to satisfy applicable quality, safety or performance requirements, the consumer may have statutory rights to return the goods.
Under section 56 of the Consumer Protection Act, qualifying defective goods may generally be returned within six months of delivery, at the supplier’s risk and expense, with the consumer entitled to the applicable statutory remedy.
Where a statutory remedy applies, Top Brands Online will provide the remedy required by law.
3. Statutory Remedies
Depending on the circumstances and applicable law, a remedy may include:
- Repair;
- Replacement; or
- Refund.
Where the law gives the consumer the right to choose the applicable remedy, Top Brands Online will respect that right.
4. Return Authorisation
Customers should contact Top Brands Online before returning any product.
We will provide return instructions and, where appropriate, issue a Return Authorisation (“RMA”) number.
The RMA allows us to identify the order and coordinate the return with the relevant distributor, manufacturer or technical service centre.
5. Supplier and Distributor Returns
Because Top Brands Online may source products from distributors such as Syntech, some products may need to undergo the distributor’s technical RMA process.
Syntech’s published reseller terms require an RMA before return and generally require defective merchandise to be returned with supplied cables, power supplies, documentation and accessories.
These supplier procedures are internal fulfilment procedures and do not reduce the customer’s statutory rights against Top Brands Online.
6. Incorrect Products
If you receive a product different from the product ordered, contact us as soon as reasonably possible.
Please do not install, activate or use the incorrect product.
We may request photographs of:
- The product;
- Packaging;
- Serial number;
- Shipping label; and
- Invoice or delivery documentation.
7. Damaged Products
If a product arrives damaged, contact us as soon as reasonably possible.
Where possible, photograph:
- The outer packaging;
- Shipping label;
- Internal packaging;
- Product damage; and
- Any visible impact damage.
Please retain the packaging until we have advised you whether it is required.
8. Change-of-Mind Returns
Top Brands Online does not voluntarily accept general change-of-mind returns.
This does not exclude statutory cooling-off or cancellation rights.
For example, certain online transactions may be subject to the Electronic Communications and Transactions Act’s cooling-off provisions, which can permit cancellation within seven days in applicable circumstances.
Where a statutory cooling-off right applies, it will take precedence over this policy.
9. Special-Order Products
Special-order, customised or specifically procured products may have additional statutory or contractual restrictions.
Nothing in this section removes statutory rights relating to defective or otherwise legally returnable goods.
10. Accessories and Packaging
Where a product is returned for warranty or statutory assessment, customers should provide all supplied accessories where reasonably possible.
This may include:
- Cables;
- Power supplies;
- Manuals;
- Adapters;
- Remote controls;
- Mounting hardware;
- Original packaging; and
- Other supplied components.
The absence of packaging or accessories will not automatically remove statutory rights.
11. Products Damaged by the Customer
Manufacturer warranty coverage may not apply to damage caused by:
- Misuse;
- Abuse;
- Accidental damage;
- Liquid damage;
- Incorrect installation;
- Unauthorised modification;
- Tampering;
- Neglect;
- Improper maintenance; or
- Use outside manufacturer specifications.
Statutory rights that cannot legally be excluded remain unaffected.
12. Refunds
Where a refund is legally required, Top Brands Online will provide the applicable refund in accordance with law.
Where a refund is not legally required and a commercial credit is voluntarily offered, Top Brands Online’s standard commercial remedy may be store credit.
Store credit does not replace a statutory right to a refund.
13. Return Shipping
Where applicable law requires Top Brands Online to bear the return cost, we will do so.
Where the customer is responsible for return costs under applicable law, those costs may be payable by the customer.
Customers should not send products to Syntech, manufacturers or other suppliers unless specifically instructed by Top Brands Online.
14. Data
Customers must back up important information before returning electronic products.
Top Brands Online, manufacturers and service centres cannot guarantee preservation of data during testing, repair or replacement.
15. Starting a Return
Email:
Please provide:
- Order number;
- Customer name;
- Product;
- Serial number where applicable;
- Description of the issue;
- Date of delivery; and
- Supporting photographs or video where relevant.
16. Contact
Top Brands Online
Apex41 (PTY) LTD
Registration Number: 2026 / 594194 / 07
Email: info@topbrandsonline.co.za