FARANANI RETURNS, REFUNDS, WARRANTIES & EXCHANGES POLICY

This Returns, Refunds, Warranties & Exchanges Policy (“Policy”) applies to all purchases made from FARANANI through our websites, online platforms, quotations, invoices, email orders, telephonic orders, WhatsApp orders, retail sales, trade sales, business-to-business transactions and all other sales channels.

This Policy forms part of the FARANANI Terms and Conditions and must be read together with all quotations, invoices, product listings, warranty notices and supplier/manufacturer warranty documentation.

Nothing in this Policy is intended to limit any rights that consumers may have under the Consumer Protection Act 68 of 2008 (“CPA”) or other applicable South African law. However, where the CPA does not apply, or where a transaction is exempt from the CPA, this Policy shall apply in full.

1. DEFINITIONS

For purposes of this Policy:

“Consumer” means a natural person or juristic person protected under the CPA.
“Business Customer” means any juristic person whose asset value or annual turnover exceeds the threshold prescribed under the CPA from time to time.
“Custom Order” means products specially sourced, imported, configured, programmed, modified, assembled, cut-to-length, printed, branded, ordered on request, or not ordinarily kept in stock.
“Non-Returnable Products” means products listed in Section 12 below.
“Supplier Warranty” means the warranty provided by the manufacturer, importer, distributor or supplier of the product.
“DOA” means “Dead on Arrival”, being a product that is defective on first use or within 7 days of delivery.
“Working Days” means Monday to Friday excluding South African public holidays.

2. GENERAL CONDITIONS

2.1 FARANANI sells products based on the exact model numbers, descriptions, specifications and quantities selected or approved by the customer.

2.2 Customers are solely responsible for ensuring that products ordered are compatible, suitable and correct for their intended use, existing systems, infrastructure, devices, software, network environments or applications.

2.3 FARANANI shall not be liable for:

incorrect products ordered by the customer;
compatibility issues;
customer misunderstanding of specifications;
incorrect assumptions regarding product functionality;
products ordered based on customer error;
installation costs;
configuration costs;
labour costs;
data loss;
downtime;
loss of profits;
indirect or consequential damages.

2.4 Product images are for illustrative purposes only and actual products, packaging, colours, accessories or branding may differ from images displayed online.

2.5 Technical specifications, supplier availability and pricing may change without notice.

2.6 Acceptance of any return request remains subject to inspection, testing and approval by FARANANI.

2.7 FARANANI reserves the right to refuse returns that do not comply with this Policy.

3. RIGHT TO CANCEL ONLINE SALES (CPA COOLING-OFF RIGHTS)

3.1 In accordance with Section 44 of the Electronic Communications and Transactions Act (“ECTA”), consumers may cancel certain online transactions within 7 days after delivery.

3.2 This cooling-off right applies only to qualifying electronic transactions concluded online with consumers and does not apply to:

in-store purchases;
business-to-business transactions;
special orders;
custom orders;
software;
digital products;
opened consumables;
products unsealed after delivery where hygiene, licensing or security seals are broken;
products ordered specifically for the customer.

3.3 If a qualifying cancellation is approved:

products must be returned unused, unopened and in original condition;
all original packaging, accessories, manuals and seals must be intact;
courier, collection and handling charges are non-refundable;
return shipping shall be for the customer’s account unless otherwise required by law.

3.4 FARANANI may charge a reasonable cancellation or handling fee where permitted by law.

4. STANDARD RETURNS

4.1 Returns requested for reasons other than defects are entirely at FARANANI’s discretion.

4.2 FARANANI may accept eligible returns within 7 days of delivery subject to:

prior written approval;
products being unopened, unused and in resalable condition;
original packaging being undamaged and complete;
all accessories, manuals, software, cables and components being included.

4.3 Approved non-defective returns may be subject to:

a minimum 25% restocking fee;
supplier penalties;
courier fees;
collection fees;
inspection fees;
administration charges.

4.4 Any product returned damaged, marked, programmed, activated, configured, used, installed or not in original condition may be rejected or attract additional charges.

4.5 FARANANI reserves the right to return rejected goods to the customer at the customer’s expense.

5. PRODUCTS DAMAGED, MISSING OR INCORRECT ON DELIVERY

5.1 Customers must inspect all goods immediately upon delivery or collection.

5.2 Any damage, shortages, missing items or incorrect products must be reported in writing within 48 hours of delivery.

5.3 Claims submitted after 48 hours may be rejected.

5.4 Customers must retain all original packaging and may not use the product pending investigation.

5.5 FARANANI may require photographs, serial numbers, packaging details or supporting evidence before processing any claim.

5.6 Once inspected and validated, FARANANI may at its discretion:

replace the product;
repair the product;
issue a store credit;
process a refund where legally required.

6. DEFECTIVE PRODUCTS

6.1 FARANANI will honour obligations imposed under the CPA in relation to defective products where applicable.

6.2 A defect means a material manufacturing fault that renders the product unsuitable for its ordinary intended purpose.

6.3 The following are specifically excluded and shall not constitute defects:

normal wear and tear;
cosmetic damage after delivery;
accidental damage;
abuse or misuse;
negligence;
liquid damage;
electrical surges;
lightning damage;
power fluctuations;
incorrect installation;
incorrect configuration;
failure to follow instructions;
software issues;
viruses or malware;
third-party modifications;
unauthorized repairs;
consumable depletion;
environmental damage including corrosion, rust, dust, moisture or sea air corrosion;
incompatibility with existing systems or software.

6.4 Products returned as defective may undergo testing and technical evaluation.

6.5 If no fault is found, or the fault is excluded under this Policy or the manufacturer’s warranty terms, FARANANI may charge:

testing fees;
handling fees;
quotation fees;
return courier fees.

6.6 Where a product is found defective within 6 months as contemplated by the CPA, FARANANI reserves the right, where permitted by law, to:

repair the product;
replace the product;
refund the customer.

6.7 Refunds shall only be processed to the original payment method unless otherwise agreed.

6.8 Refund processing times may vary depending on banks, payment gateways and suppliers.

7. DEAD ON ARRIVAL (“DOA”) PRODUCTS

7.1 DOA claims must be reported within 7 days of delivery.

7.2 Products claimed as DOA must:

be complete;
contain original packaging;
include all accessories;
not show signs of misuse, installation damage or tampering.

7.3 FARANANI reserves the right to test all DOA products before approving replacement, repair or refund.

7.4 Immediate replacement is subject to stock availability.

8. WARRANTIES

8.1 Products carry only the warranty expressly stated on the product page, quotation, invoice or supplier documentation.

8.2 Unless otherwise stated:

new products carry the manufacturer or supplier warranty only;
refurbished, demo, reconditioned, compatible, open-box or used products may carry limited warranties only;
batteries, consumables and accessories may carry reduced warranty periods.

8.3 Warranty periods commence from date of invoice.

8.4 Warranty claims are subject to inspection and supplier approval.

8.5 FARANANI acts as reseller and intermediary and does not manufacture products unless expressly stated.

8.6 FARANANI shall not be liable where suppliers or manufacturers reject warranty claims.

8.7 Customers may be required to deal directly with the manufacturer or authorized service centre.

8.8 Warranty claims do not cover:

software support;
installation support;
data recovery;
travel costs;
labour costs;
onsite support unless expressly included.

8.9 Loan units are not guaranteed during repairs.

8.10 Repair turnaround times are estimates only and depend on supplier and parts availability.

9. RETURNS PROCESS

9.1 All returns require a valid Return Merchandise Authorization (“RMA”) number issued by FARANANI.

9.2 No returns will be accepted without prior authorization.

9.3 Customers must:

package products securely;
clearly mark the RMA number on the parcel;
include proof of purchase;
include all supplied accessories and packaging.

9.4 Risk of loss or damage in transit remains with the customer until the product is received by FARANANI.

9.5 FARANANI recommends insured courier services with tracking.

9.6 FARANANI reserves the right to reject products damaged in transit due to inadequate packaging.

10. REFUNDS

10.1 Refunds are processed only after inspection and approval.

10.2 Approved refunds may take 7 to 14 business days to reflect depending on payment providers and banks.

10.3 Delivery charges, installation charges, labour charges and service fees are non-refundable unless required by law.

10.4 FARANANI may offset any outstanding amounts owed by the customer before processing refunds.

10.5 Cash refunds may not be available for EFT, card or finance transactions.

10.6 Refunds for card transactions may only be processed back to the original card.

11. EXCHANGES

11.1 Exchanges are subject to stock availability.

11.2 Price differences between exchanged items must be paid by the customer or may be credited at FARANANI’s discretion.

11.3 FARANANI reserves the right to refuse exchanges on non-standard, special-order or discontinued products.

12. NON-RETURNABLE AND NON-REFUNDABLE PRODUCTS

Unless required by law, the following products are non-returnable and non-refundable:

special-order products;
custom-configured products;
software licenses;
downloadable products;
opened software;
printer cartridges and toners once opened or used;
batteries once opened or installed;
memory cards, storage media and consumables once opened;
hygiene-sensitive products;
cut cables or custom-length items;
installed products;
products damaged by incorrect use;
products with removed serial numbers;
products with tampered seals;
clearance items;
end-of-line products;
demo products sold voetstoots;
refurbished or used products sold as-is where legally permitted.

13. BUSINESS-TO-BUSINESS TRANSACTIONS

13.1 Transactions with business customers may not qualify for CPA protections.

13.2 All business-to-business sales may be treated as final unless otherwise agreed in writing.

13.3 Business customers are responsible for ensuring suitability, compatibility and fitness for purpose before ordering.

13.4 FARANANI shall not be liable for business interruption, loss of profits, missed deadlines or consequential damages suffered by business customers.

14. LIMITATION OF LIABILITY

14.1 To the fullest extent permitted by South African law, FARANANI’s total liability arising from any transaction shall not exceed the purchase price paid for the relevant product.

14.2 FARANANI shall not be liable for:

indirect damages;
special damages;
consequential damages;
loss of profits;
loss of business;
loss of data;
downtime;
reputational damage.

14.3 Customers use products entirely at their own risk.

15. FORCE MAJEURE

FARANANI shall not be liable for delays or failures caused by events beyond its reasonable control including supplier shortages, import delays, strikes, transport disruptions, load shedding, internet failures, cyber incidents, acts of God or government actions.