Warranty Policy

Oukitel devices purchased from Tsukuru (Pty) Ltd t/a Oukitel South Africa or an Authorised Partner include a 12-month limited warranty from the original date of purchase, unless otherwise stated.

This warranty applies only to defects in materials or workmanship under normal consumer use and does not limit any rights you may have under the Consumer Protection Act, 68 of 2008 (“CPA”). Proof of Purchase is required for all warranty claims.

What is Covered

Subject to inspection and technical assessment, this warranty covers:

  • manufacturing defects in materials or workmanship;

  • hardware malfunctions affecting normal device functionality;

  • charging, audio, button, display, or component failures caused by manufacturer fault; 

  • software faults caused directly by manufacturer-installed software.

Where a valid warranty claim is confirmed, we may 1) repair, 2) replace, or 3) otherwise resolve the issue in accordance with applicable consumer protection laws and operational requirements.

What is NOT Covered

This warranty does not cover:

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

  • cracked screens, broken charging ports, cosmetic damage, scratches, dents, discoloration, or normal wear and tear;

  • liquid, water, moisture, heat, environmental, or power surge damage beyond the product’s intended specifications;

  • battery degradation or reduced battery performance due to normal aging;

  • misuse, neglect, improper installation, or use contrary to product instructions;

  • unauthorised repairs, modifications, rooting, flashing, tampering, or the use of unauthorised parts;

  • products with removed, altered, or illegible serial numbers or IMEI numbers;

  • defects caused by third-party accessories, chargers, software, applications, malware, viruses, or hacking;

  • network, SIM card, carrier, or third-party compatibility issues;

  • loss of data, accounts, software, applications, settings, revenue, business, or other consequential losses; or

  • consumable items or accessories unless otherwise required by applicable law.

Warranty coverage may also be declined where a device cannot be properly tested due to active security locks, linked accounts, or missing components required for assessment.

In-Warranty / Out-of-Warranty Request Process

To submit in-warranty or out-of-warranty requests, please complete the Repair Booking Form available at the bottom of this page or contact support@oukitel.co.za 

Before Sending Your Device

Before shipping your device, please:

  • back up all personal data and files;

  • remove passwords, PINs, lock patterns, linked accounts (e.g. Google), activation locks;

  • remove SIM cards and memory cards where possible; and

  • securely package the device for transit;

  • package the product in the original packaging, with original accessories (if possible);

  • Wrap the product in bubble wrap or place it in an external box to protect it in transit.

Oukitel South Africa is not responsible for any loss of data, applications, accounts, or stored content during diagnostics, repairs, software updates, replacements, or factory resets.

Assessment & Repairs

All devices undergo technical inspection and full assessment before in-warranty or out-of-warranty repairs are approved or completed.

Where a fault is determined to fall outside warranty coverage, we may provide a quotation for:

  • original replacement parts;

  • technician labour;

  • assessment fees (where applicable); and

  • courier or collection costs.

Out-of-warranty repairs will only proceed once the quotation has been accepted and payment has been received.

Collection, Shipping & Turnaround Times

Collection and return logistics may be arranged through approved courier partners, including The Courier Guy or PUDO.

Standard turnaround time is on average 3–5 Business Days from the date the device is received and assessed, excluding courier transit times.

The timelines may be extended where:

  • spare parts are temporarily unavailable;

  • additional testing or diagnostics are required;

  • additional customer information or approval is needed; or

  • delays occur outside of our reasonable control.

Where reasonably possible, we will keep customers informed of material delays affecting the repair process.