Refund and Returns Policy

This policy sets out your rights and the process for returning products and requesting refunds from TimeWorks Data Solutions (Pty) Ltd ("TimeWorks"). Your statutory consumer rights are protected under the Consumer Protection Act 68 of 2008 (CPA) and the Electronic Communications and Transactions Act 25 of 2002 (ECT Act), and nothing in this policy limits or excludes those rights.

1. Statutory Warranty Returns - CPA Section 56

In accordance with Section 56 of the Consumer Protection Act, all hardware and physical goods supplied by TimeWorks carry a statutory implied warranty of six (6) months from the date of delivery. This warranty cannot be excluded or limited.

If a product proves to be defective in materials or workmanship within six months of delivery, you have the right to choose from the following remedies - and your choice must be honoured:

• Repair - the defective product will be repaired at no charge to you.
• Replacement - the defective product will be replaced with an equivalent unit.
• Refund - the full purchase price of the defective product will be refunded to you.

To exercise your statutory warranty right, contact TimeWorks at send us a message or 0861 736 767 and describe the defect. TimeWorks will confirm the defect assessment outcome in writing.

2. Online Purchase Cooling-Off Right - ECT Act Section 44

If you purchase goods or services through the TimeWorks website or online shop, you have a 7-business-day cooling-off right under Section 44 of the Electronic Communications and Transactions Act. Within this period, you may cancel the purchase without penalty and receive a full refund, provided the goods are returned in their original condition.

The 7-business-day period begins on the date you receive the goods, or in the case of services, the date you concluded the online agreement.

To exercise your cooling-off right, send written notice to send us a message within the 7-business-day window. You will be issued a return authorisation number (RMA) and return instructions. Return shipping costs are your responsibility for cooling-off cancellations unless the goods were delivered in error or are defective.

3. Exceptions to the Cooling-Off Right

The ECT Act cooling-off right does not apply to the following categories of goods and services:

• Software that has been installed or activated - once POS software has been installed on a terminal and activated with a licence key, the cooling-off right does not apply to that software licence.
• Custom-configured hardware - hardware that has been built, modified, or configured specifically to your requirements cannot be returned under the cooling-off right.
• Opened consumables - opened rolls of thermal paper, ribbon cartridges, label stock, or similar consumable items cannot be returned.
• Services already rendered - installation, configuration, or training services that have already been performed.

These exceptions do not affect your statutory warranty rights under the CPA, which remain fully applicable to defective goods regardless of whether a cooling-off exception applies.

4. Return Process

To return any product for any reason, follow these steps:

1. Contact Support - call 0861 736 767 or email send us a message to report the issue and request a Return Merchandise Authorisation (RMA) number. Do not return goods without an RMA number as they may be refused.
2. Receive your RMA - TimeWorks will assess your request and issue a written RMA within 3 business days, confirming the return reason and instructions.
3. Pack the goods - securely pack the product in its original packaging with all accessories, cables, manuals, and original protective materials included.
4. Return the goods - deliver or ship the goods to TimeWorks within 14 calendar days of receiving your RMA number. The RMA number must be clearly marked on the outside of the package.
5. Inspection - TimeWorks will inspect returned goods within 3 business days of receipt and confirm the outcome in writing.

5. Condition of Returns

To qualify for a refund or exchange (other than a statutory warranty claim), returned goods must meet the following conditions:

• Returned in original, undamaged packaging.
• All accessories, power adapters, cables, and documentation included.
• No signs of physical damage, liquid damage, or modification.
• Not activated or enrolled into a software licence (for hardware returns).
• Accompanied by proof of purchase (invoice or order confirmation).

Goods returned in a condition that does not meet these requirements may be subject to a restocking or refurbishment fee, or may be returned to you at your cost.

6. Refund Method and Timing

Approved refunds will be processed using the same payment method originally used for the purchase:

• EFT payments - refunded to the original bank account within 15 business days of approval.
• Card payments - refunded to the original card within 15 business days, subject to the processing timeframes of the card network (Visa or Mastercard).
• Cash payments - refunded by EFT to a nominated bank account within 15 business days.

Where a partial refund is applicable (for example, where a restocking fee applies), TimeWorks will provide a written breakdown of the refund calculation before processing.

7. Rental Equipment Returns

Returns of rented equipment at end of contract, on cancellation, or on early termination are governed by the Rental Agreement Terms and are not covered by this Refund and Returns Policy. Please refer to the Rental Agreement Terms for the applicable process and conditions.

8. Software Subscription Cancellation

Cancellation of software subscriptions and any applicable pro-rata refunds are governed by the Software Terms. Please refer to the Software Terms for the cancellation process and refund entitlement.

9. Exchanges

If you wish to exchange a product for a different model or configuration rather than requesting a refund, TimeWorks will accommodate exchanges within 30 calendar days of delivery, subject to the following:

• The returned product must meet the condition requirements in Section 5.
• Exchanges are available for equivalent or higher-value products. If the replacement product is of higher value, you will be invoiced for the difference.
• Exchanges for lower-value products may result in a credit note rather than a cash refund of the difference.
• An RMA number is required for all exchanges - follow the return process in Section 4.

10. Damaged on Delivery

If goods arrive visibly damaged, you must:

• Note the damage on the delivery documentation before signing.
• Report the damage to TimeWorks in writing at send us a message within 48 hours of delivery, with photographs of the damage and packaging.

TimeWorks will arrange a free replacement for goods that are confirmed as damaged in transit. No RMA number is required for delivery damage claims reported within 48 hours.

Damage reported after 48 hours may be assessed under the statutory warranty process instead.

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