Returns, Refunds & Repairs Policy

1. Change-of-Mind Returns

Flipside is a small independent business and does not offer voluntary change-of-mind returns or refunds.

Customers are therefore encouraged to confirm their device model, storage capacity, condition, specifications and suitability before completing a purchase.

However, where a transaction qualifies for a statutory cooling-off period under section 44 of the Electronic Communications and Transactions Act, customers may exercise that right within the prescribed period.

This generally allows eligible electronic transactions to be cancelled:

• Within seven days after receiving goods; or
• Within seven days after concluding an agreement for services.

The customer may be responsible for the direct cost of returning goods where the law permits this.

Certain transactions and services are excluded from this cooling-off right under the Act.

2. Faulty or Defective Products

All devices and accessories are inspected before dispatch or handover. However, should a product develop a fault or be found to have a defect, customers should contact Flipside as soon as reasonably possible.

The process is as follows:

1. Report the issue: Contact Flipside with your order details and a description of the problem.
2. Inspection: The device or product must be made available for assessment so that the reported fault and its possible cause can be established.
3. Resolution: Where a qualifying defect is confirmed, the available remedy will be handled in accordance with the Consumer Protection Act.

Depending on the circumstances and the customer's applicable legal rights, this may include a repair, replacement or refund.

Under section 56 of the Consumer Protection Act, qualifying defective goods may be returned within six months of delivery, at the supplier's risk and expense, with the customer entitled to the applicable remedy.

This does not cover damage caused by misuse, accidental damage, unauthorised repairs or alterations, or other circumstances that lawfully exclude the supplier's responsibility.

3. Pre-Owned and Refurbished Devices

Flipside sells pre-owned and refurbished devices. Customers should carefully review the product description and any disclosed cosmetic imperfections, battery information, specifications and other stated conditions before purchasing.

A customer cannot claim a defect solely because a device is pre-owned or has an imperfection that was clearly disclosed before purchase and expressly accepted.

However, the fact that a device is pre-owned or refurbished does not remove the customer's statutory consumer rights.

4. Repair Warranty

Flipside provides a 90-day limited repair warranty on qualifying replacement components fitted during repairs.

This warranty covers defects relating to the supplied replacement component or its installation, subject to inspection and confirmation that the issue falls within the warranty.

The warranty does not cover:

• New accidental or physical damage after the repair.
• Liquid or water damage occurring after the repair.
• Damage caused by misuse, negligence or unauthorised intervention.
• Unrelated faults that were not part of the original repair.
• Further damage caused by third-party repairs or modifications.

Repairs Without a Commercial Warranty

The 90-day commercial repair warranty does not apply to:

• Software-related services, including unlocking, flashing and account-related services.
• Water-damage treatment and related recovery work.
• Microsoldering and other soldering-related repairs.

These services are assessed individually and may involve risks or pre-existing damage that cannot be guaranteed against.

Where applicable, customers retain their statutory rights concerning the quality and performance of services under South African law. Nothing in this section excludes those rights.

5. Software Services and Data

Software-related services may involve risks, including unsuccessful procedures, device restrictions, software instability or loss of data.

Customers are responsible for backing up their personal information before submitting a device.

Flipside recommends that customers remove sensitive personal information where possible and provide proof of ownership or authorisation when required.

No commercial warranty is provided for software-related services. However, this does not exclude any statutory rights that may apply where a service has not been performed to the standard required by law.

6. Courier Returns and Nationwide Customers

Customers who submit devices through courier services must contact Flipside before arranging a return shipment.

Where an inspection confirms that a qualifying product fault or repair issue is attributable to Flipside, Flipside will cover reasonable return courier costs.

Where the issue is found to result from customer-caused damage, misuse or another circumstance for which Flipside is not responsible, the customer may be required to cover the applicable courier costs.

Customers should package devices securely and retain their courier tracking information.

Flipside is not responsible for damage caused by inadequate packaging by the sender or by a courier service, except where responsibility rests with Flipside under applicable law.

7. Refund Processing

Where a refund is legally due or agreed upon, it will be processed using the original payment method where reasonably possible.

Refunds will be processed within the applicable statutory timeframe. Where ECTA section 44 applies, refunds must be made within 30 days of cancellation.

Any applicable return arrangements will be communicated directly to the customer.

8. How to Submit a Return or Claim

To report a faulty product, request an eligible return or submit a repair warranty claim, contact Flipside using the details below:

Please include:

• Your full name.
• Order number or proof of purchase.
• Device model or description of the service received.
• A clear explanation of the issue.
• Supporting photographs or videos, where applicable.

Flipside will review the request and communicate the next steps.