Refund and Returns Policy

Return Eligibility

Please contact us as soon as possible if an item arrives damaged, defective, incomplete, or materially different from what was ordered. Return requests must be submitted within 7 (seven) calendar days of delivery unless a CPA defect remedy applies.

• The item must be returned with all accessories, packaging, manuals, and proof of purchase.
• The product must not be damaged through misuse, neglect, tampering, unauthorised repairs, liquid damage, or electrical damage after delivery.
• Returns sent without prior written authorisation may be refused and returned to the customer at the customer's cost.
• Change-of-mind returns are not accepted unless Impact Store confirms an exception in writing.

Defective Products and CPA Remedies

If a product is found to be defective within the CPA period, the customer may request a repair, replacement, or refund. Impact Store will assess each claim individually and confirm the appropriate remedy after inspection.

Where a defect is confirmed, Impact Store may offer a repair, a replacement with an equivalent product, store credit, or a refund where repair or replacement is not reasonably possible.

Items Not Covered

• Physical damage, liquid damage, power surge damage, or misuse after delivery.
• Devices that have been rooted, jailbroken, modified, opened, or repaired by an unauthorised party.
• Consumables, accessories, cables, chargers, and sealed items once opened, unless defective on arrival.
• Software issues, data loss, viruses, account locks, passwords, or customer-installed applications.
• Lay-buy cancellations or changes, which are handled under the separate Lay-Buy Policy.

Inspection and Processing Timelines

Once an authorised return is received, Impact Store will inspect the product and provide feedback as quickly as possible. Complex technical assessments may take longer where supplier or manufacturer input is required.

Approved refunds are processed within 7–14 business days via the original payment method where possible. Delivery, handling, and administrative fees are non-refundable unless the confirmed fault lies with Impact Store or the product supplied was materially incorrect.

How to Submit a Return Request

1. Email support@impactstore.co.za with your order number, product details, photos where relevant, and a short description of the issue.
2. Wait for written authorisation and return instructions before sending any item back.
3. Pack the item securely with all accessories, packaging, manuals, and proof of purchase.
4. Once received, Impact Store will inspect the item and confirm the available remedy in writing.

For assistance, email support@impactstore.co.za.