Refunds & Returns Policy

1. Introduction

This Returns & Refunds Policy applies to purchases made from Tsukuru (Pty) Ltd t/a Oukitel South Africa through www.oukitel.co.za and authorised sales channels, partners, and resellers. This policy is aligned with industry best practice and your rights under the Consumer Protection Act, 68 of 2008 (“CPA”). 

2. Definitions

Unwanted Return means a return request where the customer no longer wants the product, despite it being functional, undamaged, and not defective.

Defective means a product that has a manufacturing defect, excluding issues caused by accidental damage, unauthorised modifications, misuse, normal wear and tear, or external.

Business Days means Monday to Friday, excluding South African public holidays.

Hygiene-Sensitive Items means products where health, hygiene, or safety considerations may limit returns once opened, used, including in-ear audio devices and wearable accessories.

Proof of Purchase means a valid order confirmation, invoice, tax invoice, receipt, or other verifiable evidence showing the date and source of purchase.

Authorised Partner means a retailer, reseller, dealer,or partner officially approved by Oukitel South Africa to sell genuine products with valid local support and warranty coverage.

3. Before Returning Any Product 

Before returning any product, please review the Returns & Refunds Policy. Then contact us at support@oukitel.co.za with your order number, proof of purchase and a description of the reason for the return and any additional relevant information. So we can assess the request, approve the return where applicable, and provide the correct return instructions.

To help ensure a smooth return process:

  • Package the product securely for transit.

  • Include all parts, accessories, manuals, cables, and items originally supplied with the product.

  • Keep and provide your Proof of Purchase.

  • Where applicable, provide the product IMEI number (dial *#06# on your phone).

  • Do not send products back without prior return approval and instructions.

All returned products are subject to inspection, testing, and verification before a repair, replacement, or refund is approved.

We may refuse a return or claim if:

  • the returned product is not the product originally supplied by us;

  • the IMEI or serial number does not match our records;

  • required components needed for testing are missing; or

  • the product has been damaged due to inadequate packaging during return transit.

Until the returned product is received and inspected by us, the customer remains responsible for the product and its condition during return transit.

4. Unwanted Returns (“Change of Mind”) 

You may request a return for an eligible product within 5 Business Days of delivery if you no longer want the product and it is not defective.

To qualify for an unwanted return, the product must:

  • be unused, undamaged, and in a resalable condition;

  • include all original accessories, parts, manuals, and packaging (reasonably intact); and

  • not fall within a non-returnable or hygiene-sensitive category once opened or used.

All unwanted returns are subject to inspection and approval before a refund is processed.

Return Shipping & Delivery Fees

For unwanted returns:

  • original delivery or courier charges are non-refundable; and

  • the customer is responsible for the return shipping costs, unless agreed otherwise by us in writing.

Refunds for Unwanted Returns

Once the returned product has been received and approved after inspection, we will process the applicable refund to the original payment method.

Approved refunds are usually processed within 7–14 Business Days, depending on your payment provider or bank.

We reserve the right to apply reasonable deductions where:

  • parts, accessories, or packaging are missing;

  • the product is not returned in its original condition; or

  • direct costs have been incurred due to the condition of the return.

5. Defective Products Returns 

If a product is found to be defective within 6 months of delivery, you may return it in accordance with the Consumer Protection Act, 68 of 2008 (“CPA”).

For confirmed defective products, we will cover the reasonable return shipping or collection costs.

Reporting a Defect

To log a defective product return, please contact support@oukitel.co.za with:

  • your Proof of Purchase;

  • the product name and IMEI/serial number (where applicable);

  • a description of the issue; and

  • photos or videos where reasonably possible.

Inspection & Assessment

All defective return claims are subject to inspection, testing, and verification.

Where appropriate, we may first troubleshoot, assess, or attempt repair before determining the most suitable resolution in accordance with the CPA.

If the product is confirmed to be defective, you may be entitled to a 1) repair, 2) replacement, or 3) refund, subject to applicable law, stock availability, and product assessment.

Assessment, repair, or replacement timelines may vary depending on the nature of the fault, parts availability, and logistics.

Exclusions & Rejected Claims

A defective return claim may be rejected if inspection or testing shows that the issue was caused by:

  • accidental damage, drops, crushing, or impact damage;

  • liquid, water, moisture, corrosion, or environmental damage;

  • misuse, neglect, incorrect installation, or use contrary to instructions;

  • unauthorised repairs, modifications, rooting, flashing, or tampering;

  • normal wear and tear;

  • software, applications, or third-party services not supplied by us; or

  • missing components, accessories, or parts required for testing.

Products returned as “defective” which are found not to have a qualifying defect may be returned to the customer at the customer’s expense.

6. Wrong Item, Damaged Delivery, or Missing Parts 

If you receive the wrong product, your order arrives damaged, or items or accessories are missing, please contact support@oukitel.co.za as soon as reasonably possible, preferably within 48 hours.

To help us assess and resolve the issue quickly, please provide:

  • your order number or Proof of Purchase;

  • a description of the issue; and

  • clear photos of the product, packaging, and any visible damage where applicable.

Once the issue has been verified, we will arrange the appropriate collection, return, replacement, repair, or refund process in accordance with the circumstances and applicable consumer protection laws.

Please retain the original packaging, accessories, and contents until the matter has been resolved, as these may be required for inspection or collection.

7. Hygiene-Sensitive & Non-Returnable Products 

For health, hygiene, safety, and product integrity reasons, certain products may not be eligible for return once opened, used, activated, or unsealed, unless the product is defective.

This may include:

  • in-ear audio devices and earbuds;

  • wearable accessories;

  • screen protectors or protective films once applied;

  • consumable products; and

  • other hygiene-sensitive items identified at the time of sale.

Where a hygiene-sensitive or non-returnable product is confirmed to be defective, the return will be handled in accordance with the Defective Product Returns section of this policy.

8. Refunds

Approved refunds will be processed to the original payment method used for the purchase wherever reasonably possible.

Where a refund to the original payment method is not possible, we may request additional verification and valid bank account details before processing the refund.

Refund processing times may vary depending on your payment provider or bank, but approved refunds are generally processed within 7–14 Business Days after final approval of the return, cancellation, or claim.

Refunds may be delayed where:

  • additional verification is required;

  • banking information is incorrect or incomplete;

  • the returned product has not yet been received or inspected; or

  • the return does not meet the requirements of this policy.

Any applicable delivery charges, collection fees, or deductions permitted under this policy will be communicated during the return process where relevant.

9. Device Data & Security 

Before returning a phone, tablet, or other smart device, please:

  • back up all personal data and files;

  • remove passwords, PINs, fingerprint locks, and linked accounts (e.g. Google or other linked accounts) where possible; and

  • disable activation locks or security features that may prevent inspection or testing.

Please note that diagnostics, testing, repairs, software updates, replacements, or factory resets may result in the loss of data, applications, settings, or stored content.

Oukitel South Africa is not responsible for any loss of data, software, accounts, or personal information during the return, inspection, repair, replacement, or refund process.

Where a device cannot be tested or processed due to active security locks or linked accounts, the return, repair, or warranty process may be delayed or rejected until access is provided.

10. How to Log a Return 

To log a return, please contact us at support@oukitel.co.za with the following information:

  • your order number or Proof of Purchase;

  • the product name and IMEI/serial number (dial *#06# to access it);

  • the reason for the return, including whether the item is:

    • an Unwanted Return;

    • defective;

    • damaged on delivery;

    • incorrect; or

    • missing accessories; and

  • clear photos or videos where reasonably possible and relevant to the issue.

Once your request has been reviewed, we will confirm the applicable return instructions, approval requirements, and collection or shipping arrangements where applicable.