Returns & Refunds Policy

Empath Technology Store ("Empath", "we", "us") sells goods to consumers in South Africa. This policy explains your rights under South African law — the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECT Act") — and how we process returns in practice. Nothing in this policy limits your statutory rights.

1. Change-of-mind returns (7-day cooling-off period)

Because you're buying online, the ECT Act gives you the right to cancel your order for any reason, without penalty, within 7 (seven) days of receiving your goods. To qualify:

  • The item must be unused, uninstalled, and in its original packaging with all accessories, manuals, and cables included.
  • You must notify us in writing (email info@empathtechnologysolutions.com or WhatsApp 061 507 5372 with your order number) within the 7-day window.
  • You are responsible for the cost of returning the goods to us, unless the item is faulty or was incorrectly supplied.

Once we've received and inspected the returned item, we'll refund your payment within 15 business days, using your original payment method where possible.

The following items are excluded from change-of-mind returns (in line with CPA regulations on hygiene and customised goods): software or digital licence keys once activated or opened, opened consumables (e.g. ink, cleaning products), custom-built PCs once assembled and used, and any item with a broken security seal.

2. Faulty, damaged, or incorrect items

Under Section 56 of the CPA, every product you buy from us carries an implied 6-month warranty of quality: it must be fit for its intended purpose, of good quality, free of defects, and durable. If your item is faulty, damaged in transit, or not what you ordered:

  • Contact us within a reasonable time at info@empathtechnologysolutions.com with your order number, photos, and a description of the fault.
  • We will arrange collection or provide return instructions at our cost — you will not be charged for return shipping on a confirmed defect.
  • You may choose a repair, replacement, or full refund, at your discretion, once the fault is confirmed.

Please inspect your order as soon as it arrives so any transit damage can be reported promptly.

3. How warranty claims are processed

Most products we sell are supplied through our distributor, Syntech, and manufacturer warranty claims are processed through Syntech's official RMA (Return Material Authorisation) system. This means:

  • We'll need a full description of the fault to log an RMA on your behalf — the more detail you give us, the faster this moves.
  • Faulty items must be returned with all original cables, power supplies, manuals, and packaging, or the claim may be delayed or rejected.
  • Repair or replacement turnaround times are estimates only and depend on the manufacturer/Syntech's technical assessment — we'll keep you updated throughout.
  • Warranty does not cover damage from misuse, unauthorised modification, liquid damage, or repairs carried out by anyone other than an authorised technician.
  • Data recovery is not covered under warranty. Please back up your data before sending any device in for repair.

See our full Warranty Policy for details.

4. Restocking fee on discretionary returns

Outside the 7-day cooling-off window, we may at our discretion accept a return of an unopened, resalable item. Because our own supplier applies a restocking fee to stock returned outside their standard terms, a restocking fee of up to 15% may apply to these discretionary returns. This does not affect your statutory rights under sections 1 and 2 above.

5. Non-returnable items

  • Gift cards
  • Software and digital licence keys once activated
  • Opened consumables and hygiene-sensitive items
  • Custom-configured or built-to-order systems, once built

6. How to start a return

Email info@empathtechnologysolutions.com or WhatsApp 061 507 5372 with your order number and reason for return. We'll respond within 2 business days with the next steps. Please don't send items back before receiving confirmation from us, as unauthorised returns may be delayed.

This policy does not limit any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.