SHIPPING & RETURNS

Shipping Policy

SURKY (PTY) LTD ("we" and "us") is the operator of (https://www.sursky.co.za) ("Website"). By placing an order through this Website, you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back ordered item or if you would prefer for us to process a refund.

2. Shipping Costs

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase.

This price will be the final price for shipping cost to the customer.

3. Returns

3.1 Return Due to Change Of Mind

SURKY (PTY) LTD will happily accept returns due to change of mind as long as a request to return is received by us within 30 days of receipt of item and are returned to us in original packaging, unused and in unopened condition.

Return shipping will be paid at the customers expense and will be required to arrange their own shipping.

Once returns are received and inspected email of approval of return or disapproval will be emailed to you a client, refunds will be processed to store credit for a future purchase or returned to customer original form of payment subject to email request. We will notify you once this has been completed through email.

(SURKY (PTY) LTD) will refund the value of the goods returned but will NOT refund the value of any shipping paid.

3.2 Warranty Returns

SURKY (PTY) LTD will happily honour any valid warranty claims(subject to warranty policy), provided a claim is submitted within 30 days of receipt of items.

Customers will be required to pre-pay the return shipping, however we will reimburse you upon successful warranty claim.

Upon return receipt of items for warranty claim, you can expect SURKY (PTY) LTD to process your warranty claim within 5-7 working day’s.

Once warranty claim is confirmed, you will receive the choice of:

(a) refund to your payment method

(b) a refund in store credit

(c) a replacement item sent to you (if stock is available)

4. Delivery Terms

4.1 Transit Time Domestically

In general, domestic shipments are in transit for 2 – 7 business working days.

4.2 Transit time Internationally

Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.

4.3 Dispatch Time

Orders are usually dispatched within 2-5 business days of payment of order.

Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.4 Change of Delivery Address

For change of delivery address requests, we can change the address at any time before the order has been dispatched.

4.5 P.O. Box Shipping

We are unable to offer couriers services to these locations.

4.6 Military Address Shipping

We can ship to military addresses using USPS. We are unable to offer this service using courier services.

4.7 Items Out of Stock

If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.

4.8 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.

5. Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

6. Parcels Damaged in Transit

If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

7. Duties & Taxes

7.1 Sales Tax

Sales tax has already been applied to the price of the goods as displayed on the website.

7.2 Import Duties & Taxes

Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by customer upon arrival in destination country.

8. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

9. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

9.1 Process for parcel damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

9.2 Process for parcel lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.

 

10. Customer service

For all customer service enquiries, please email us at shaun@sursky.co.za

Return & Exchange Policy

3. WARRANTY

3.1 Sursky’s warranty policies only cover the hardware of the goods.
3.2 Sursky’s warranty does not cover the software of the goods at all, including any operating systems.
3.3 All warranty terms and conditions that are provided at the time of purchase, will apply, unless otherwise stipulated
in the CPA in which case the CPA will prevail.
3.4 Sursky may, at its own and absolute discretion, provide a 1 (one) month extension to its warranties, in order to
cater for the shelf life of goods in certain instances. It is specifically recorded that there is no price protection or any
extension to this warranty and will only be considered under certain circumstances as determined by Sursky in its
sole discretion.
3.5 Sursky shall inform the buyer of the warranty that can be expected from the goods that it supplies. The warranties
only apply to goods purchased from Sursky. Goods purchased from any third party, even if it is the same brand,
will not be the responsibility of Sursky and will not be entitled to any support, replacement or credit by Sursky.
3.6 All PC’s are built to order and are based on buyer requests and specifications. All PC’s built to order will only qualify
for the individual component warranty. There is no warranty on the entire PC.

4. SEVEN DAY PERIOD


4.1 Sursky shall replace or pass a credit on goods purchased within 7 days from Sursky’s invoice, provided that the
goods are unused, unopened and in their original condition and packaging.
4.2 If the goods have been opened but unused, Sursky will charge for the cost of re-packaging.
4.3 If the goods have been opened and used, Sursky will charge for the cost of repackaging, the cost of usage and the
cost of setting the goods back to factory default settings.
4.4 If the goods have been physically damaged (refer to clause 5.8.1.3) then Sursky may refuse to pass a credit on the
goods and will only do so at Sursky’s sole and absolute discretion.
4.5 If any accessories, manuals, software, media, cables and the like are missing, Sursky will charge the buyer for the
cost of the replacement of the said item.

5. SIX MONTH STATUTORY WARRANTY AS PER CPA

5.1 If the goods become defective within 6 months of the buyer’s invoice, then Sursky may provide the option for a:
(1) repair, (2) refund or (3) replacement, provided that the defect in the goods is a material defect that did not arise
as a result of abuse, fair wear and tear or from failure to follow the manufacturer’s instructions in the user manual.
5.2 In the event that the buyer requests a credit, the following will apply:
5.2.1 The buyer must produce the customers invoice with the serial number of the unit on the invoice;
5.2.2 The buyer must produce reasonable evidence of the defect in a fault report;
5.2.3 The buyer must allow Sursky a minimum of 5 working days to determine and confirm the defect as
well as to get authorization from the vendor of Sursky in order to pass the credit;
5.2.4 Sursky will charge the buyer the costs of repackaging the goods;
5.2.5 Sursky will charge the buyer for the customers use of the product;
5.2.6 Sursky will charge the buyer the cost of setting the goods back to factory defaults;
5.2.7 Sursky will charge the buyer the cost of replacing any damaged or missing goods, accessories, or
any goods that was supplied as part of the complete goods or bundle of goods.
5.3 There will be no warranty on the following goods:
5.3.1 Media (blank CD’s, DVD’s, backup tape);
5.3.2 Consumables (ink cartridges and toners);
5.3.3 Paper;
5.3.4 Software that has been activated and used.


5.4 WARRANTY VOID SITUATIONS

5.4.1 Goods received from customers exhibiting any of the following conditions are NOT eligible for
warranty:
5.4.1.1 Serial number labels removed/damaged or defaced;
5.4.1.2 Warranty seals broken or tampered with;
5.4.1.3 Any damage to the item:
5.4.1.3.1 Caused by negligence (not following instructions in the user
manual);
5.4.1.3.2 Broken or dented casings (physical abuse or misuse);
5.4.1.3.3 Damage caused by dropping the unit or the unit falling onto hard
surfaces (Drop damage);
5.4.1.3.4 User induced damaged to printed circuit board assembly
(tampering);
5.4.1.3.5 Burnt items (incorrect environmental conditions);
5.4.1.3.6 Acts of God (Lightning damage, floods, storms, etc.);
5.4.1.3.7 Water Damages (liquid spillage);
5.4.1.3.8 Insect infestation;
5.4.1.3.9 Incorrect usage according to the user manual;
5.4.1.3.10 Components added or removed from the PCB (modifications or
unauthorized repairs);
5.4.1.3.11 Any Unauthorized modification or repair work.

5.4.2 Should the buyer require more details, the buyer is directed to have reference to the product
documentation or user manual. All the buyer’s warranty policies will be applied in addition to
the aforementioned. Additional details on visual void warranty policy are available on request.3. WARRANTY

3.1 Sursky’s warranty policies only cover the hardware of the goods.
3.2 Sursky’s warranty does not cover the software of the goods at all, including any operating systems.
3.3 All warranty terms and conditions that are provided at the time of purchase, will apply, unless otherwise stipulated
in the CPA in which case the CPA will prevail.
3.4 Sursky may, at its own and absolute discretion, provide a 1 (one) month extension to its warranties, in order to
cater for the shelf life of goods in certain instances. It is specifically recorded that there is no price protection or any
extension to this warranty and will only be considered under certain circumstances as determined by Sursky in its
sole discretion.
3.5 Sursky shall inform the buyer of the warranty that can be expected from the goods that it supplies. The warranties
only apply to goods purchased from Sursky. Goods purchased from any third party, even if it is the same brand,
will not be the responsibility of Sursky and will not be entitled to any support, replacement or credit by Sursky.
3.6 All PC’s are built to order and are based on buyer requests and specifications. All PC’s built to order will only qualify
for the individual component warranty. There is no warranty on the entire PC.

4. SEVEN DAY PERIOD


4.1 Sursky shall replace or pass a credit on goods purchased within 7 days from Sursky’s invoice, provided that the
goods are unused, unopened and in their original condition and packaging.
4.2 If the goods have been opened but unused, Sursky will charge for the cost of re-packaging.
4.3 If the goods have been opened and used, Sursky will charge for the cost of repackaging, the cost of usage and the
cost of setting the goods back to factory default settings.
4.4 If the goods have been physically damaged (refer to clause 5.8.1.3) then Sursky may refuse to pass a credit on the
goods and will only do so at Sursky’s sole and absolute discretion.
4.5 If any accessories, manuals, software, media, cables and the like are missing, Sursky will charge the buyer for the
cost of the replacement of the said item.

5. SIX MONTH STATUTORY WARRANTY AS PER CPA

5.1 If the goods become defective within 6 months of the buyer’s invoice, then Sursky may provide the option for a:
(1) repair, (2) refund or (3) replacement, provided that the defect in the goods is a material defect that did not arise
as a result of abuse, fair wear and tear or from failure to follow the manufacturer’s instructions in the user manual.
5.2 In the event that the buyer requests a credit, the following will apply:
5.2.1 The buyer must produce the customers invoice with the serial number of the unit on the invoice;
5.2.2 The buyer must produce reasonable evidence of the defect in a fault report;
5.2.3 The buyer must allow Sursky a minimum of 5 working days to determine and confirm the defect as
well as to get authorisation from the vendor of Sursky in order to pass the credit;
5.2.4 Sursky will charge the buyer the costs of repackaging the goods;
5.2.5 Sursky will charge the buyer for the customers use of the product;
5.2.6 Sursky will charge the buyer the cost of setting the goods back to factory defaults;
5.2.7 Sursky will charge the buyer the cost of replacing any damaged or missing goods, accessories, or
any goods that was supplied as part of the complete goods or bundle of goods.
5.3 There will be no warranty on the following goods:
5.3.1 Media (blank CD’s, DVD’s, backup tape);
5.3.2 Consumables (ink cartridges and toners);
5.3.3 Paper;
5.3.4 Software that has been activated and used.


5.4 WARRANTY VOID SITUATIONS

5.4.1 Goods received from customers exhibiting any of the following conditions are NOT eligible for
warranty:
5.4.1.1 Serial number labels removed/damaged or defaced;
5.4.1.2 Warranty seals broken or tampered with;
5.4.1.3 Any damage to the item:
5.4.1.3.1 Caused by negligence (not following instructions in the user
manual);
5.4.1.3.2 Broken or dented casings (physical abuse or misuse);
5.4.1.3.3 Damage caused by dropping the unit or the unit falling onto hard
surfaces (Drop damage);
5.4.1.3.4 User induced damaged to printed circuit board assembly
(tampering);
5.4.1.3.5 Burnt items (incorrect environmental conditions);
5.4.1.3.6 Acts of God (Lightning damage, floods, storms, etc.);
5.4.1.3.7 Water Damages (liquid spillage);
5.4.1.3.8 Insect infestation;
5.4.1.3.9 Incorrect usage according to the user manual;
5.4.1.3.10 Components added or removed from the PCB (modifications or
unauthorized repairs);
5.4.1.3.11 Any Unauthorized modification or repair work.

5.4.2 Should the buyer require more details, the buyer is directed to have reference to the product
documentation or user manual. All the buyer’s warranty policies will be applied in addition to
the aforementioned. Additional details on visual void warranty policy are available on request.