Return Policy

Customer Returns Policy

Thank you for your purchase through Synergistec (Pty) Ltd. Please follow the guidelines below to efficiently return your purchase. Please email us your order number and the serial number of the product(s) you wish to return to [email protected] for quick and efficient assistance from one of our dedicated staff members.

Return Address:

Synergistec (Pty) Ltd

Unit 15 Acacia Business Park

1 Falcon Road, Shakas Head

Ballito, KwaZulu-Natal 4399

Faulty Return of Product

Contact a member of our Technical Support team while you are on site. The product must remain installed and switched on to perform tests to establish the cause of the problem. A remote diagnosis is required to process an RMA claim in the event of a possible product failure. If the remote diagnosis is unsuccessful, your Technical Service Advisor will email the supplier warranty documents to you for completion. Once the completed RMA documents have been received, the returns department will initiate the return against your account and arrange for the collection of the product for further physical testing. If no fault is found at the physical testing stage, you will be contacted with findings and a request for you to collect your product from the return's office, and the returns on your account will be closed. If a product is deemed to have been faulty at the time of manufacture or a fault has occurred within the manufacturer's warranty, manufacturer T&Cs apply. Our returns department will arrange for a replacement/repair depending on the warranty unit from the manufacturer. The replacement unit will be delivered to you, and the returns order will be completed, or a credit to your account will be raised.

Damaged Product Return in Transit

Please notify our Returns Department of any discrepancies within 7 working days of delivery of the damaged product. All goods ordered as stated on the delivery note will be deemed to have been delivered and accepted in good condition if we are not contacted within 7 working days. Risk of damage to or loss of the goods passes to the Buyer at the time of delivery.

Step 1-

If item(s) are found to be damaged upon arrival, the delivery note must be signed as "Damaged on Arrival" in the remarks or signature line. This will be the primary documentation used to make a claim.

Step 2-

Please take photographic evidence of the damaged product when delivered. If item(s) are found to be damaged after the delivery note is signed, then no claim can be made against the Courier company or Synergistec (Pty) Ltd. Please make sure goods are checked thoroughly upon arrival and signed to confirm this. Please make sure the paperwork is marked to state this and signed by the driver.

Damaged Product Inside Packaging

If products are found to be damaged inside the packaging, please contact the returns department immediately or use the returns email address returns@localhost within 7 working days. All claims are fully investigated by our returns department. Synergistec (Pty) Ltd holds no guarantees of refunds or replacements if it cannot be proved that the product was damaged in transit. Claims must be submitted to our returns department. Returns must be made within 7 working days of delivery if a product is deemed to be damaged on arrival to the warehouse, providing the following information:

Order Number

Shipment Number

Product Serial Number

Signed Delivery Note

Photographic Evidence of the item(s)

Original Packaging and Pallet of the product

Returns Terms and Conditions

You can start the process by raising a return request on your account or contacting the returns department within 10 working days from receipt of delivery, and the product(s) are returned within 10 days of receipt of delivery. Returns are subject to a 20% restocking fee, and customers will be required to arrange their own return delivery and costs charged by the courier company. Customers may be eligible for an 80% credit note back to their account of the product value if we are notified within 7 days from delivery, all original packaging is in place, and the item is in re-saleable and fully functioning condition as per the original product received from Synergistec (Pty) Ltd. Unfortunately, we cannot refund any delivery charges or priority, express, or courier components of the original postage. Once the return request has been approved by the returns department, you will be asked to send your product to our return’s office for final inspection and the issue of a credit note. A return label, which can be printed from your portal, must be attached to your parcel. Failure to attach the returns order label will result in goods being sent back to you and may incur additional costs. You must also obtain a tracking number or proof of your return delivery from the carrier to track your item and ensure its safe return to our Return Office and provide us with a copy of the label. The customer's responsibility is to ensure that all packaging is intact, all items of the box are properly included, items are packaged correctly, and returned unused. Failure to do so may incur additional costs or goods being sent back to you. Please ensure you send all the original parts. Synergistec (Pty) Ltd will not credit any unwanted stock that has accessories missing or parts/packaging damaged from the products originally shipped. The return will be checked by one of our technical team personnel upon delivery and once verified, a credit note will be added to your account within 7 days of receipt of the return. Items in a non-re-saleable condition will not receive a credit note, and the goods will either be returned to the buyer/customer or disposed of as damaged non-re-saleable items.