Warranty & Returns
Warranty Policy
The devices come with a 1-year (365 days) manufacturer’s warranty (from the date of purchase).
1. The Warranty Covers equipment failures due to manufacturers fault or failure. For instance: 1) Software defects related to manufacturer fault, 2) Defects in workmanship and materials, 3) Charging malfunction, 4) Audio malfunction, 5) Keypad malfunction, 6) Power on/off malfunction, 7) Volume control malfunction.
2. The Warranty Does Not Cover damage caused by a normal wear and tear or as a result of the product being opened or repaired by someone not authorized by Tsukuru, and does not cover:
1) Physical damage or/and misuse (e.g. cracked / damaged LCD), liquid, moisture damage, proximity or exposure to heat (outside of operational range) and accident, abuse, power surge damage, non-compliance with the instructions supplied with the product, neglect or misapplication.
2) Modifying the surface of the product. For example, gluing, pasting or sticking metal objects on the device.
3) Any Services, Apps, User Contributed Data or Third-Party Material that may accompany or be installed on the product after the date of purchase. Furthermore, it does not cover any alternation of the IMEI number.
4) Using additional gadgets or accessories that are not compatible with your smartphone (e.g. incompatible chargers).
5) Repairs when there are visible attempts that the device was opened and attempted to be repaired by unauthorized person.
3. Repair Process. In order to start the repair process, the client needs to notify us about the defect via email: support@oukitel.co.za and provide the following information:
1) Name, surname (or company name for corporate clients)
2) Contact details such as telephone number and email
3) Detailed description of the issue / fault experienced
4) Model number (e.g. Oukitel WP5)
5) IMEI1, IMEI2 of the device (dial *#06# or check at the back of the box)
6) Date and proof of purchase (e.g. invoice or order confirmation)
Repairs usually take 3-5 business days from the date we receive a phone from you. Under exceptional circumstances the repair process might take longer if spare parts are unavailable, we are unable to contact you regarding additional information or when product requires additional testing or inspection.
4. Out-of-warranty support. If the initially stated equipment failure in the “Repair Order Form” is not right and the technicians deem the equipment is damaged due to human intervention, lighting, electrical surges, water damage or any above stated situations which are not covered by a manufacturer’s warranty, we will contact the client with a quotation before completing the repairs of the device including replacement parts, travel and labor costs.
5. IMEIs. When requesting a repair, the IMEI number on the device must match the IMEI number that is recorded in the delivery note and other purchase documentation.
6. Locking patterns. The client must ensure they remove any locking patterns and/or Google Smart Lock/Android Activation Lock (if any) before submitting the device for repairs.
7. Back-up. The client must ensure they take a backup of all personal data before returning device back to us. Unfortunately, your data can be lost / damaged during repair process, so backup is highly recommended. Oukitel South Africa and Tsukuru (Pty) Ltd will not be held liable for any loss of personal data or information.
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Returns Policy
1. Unwanted products.
We want you to be happy with your purchase, therefore we have a 14-day return policy, which means you have 14 days after receiving your item to request a return if you don’t want the product anymore or the product received is not what you ordered.
Should you not be completely satisfied with the purchase, you may return the package for a full refund provided that:
- the product is returned within 14 days from date of receipt;
- the product must be in the same condition that you received it, undamaged or unused, with original stickers, labels, accessories and in its original packaging;
- the receipt or proof of purchase is provided;
- the IMEI numbers on the box must match the IMEI numbers of the device.
Unfortunately, we will not be able to accept returns if the product has been used and inner / outer packaging is damaged. To start a return, you can contact us at support@oukitel.co.za with a subject line "Returns - Oukitel South Africa".
If your return is accepted, we’ll send you instructions on how and where to send your items. Items sent back to us without first requesting a return will not be accepted. The cost of shipping for unwanted item is paid by the customer and cannot be reimbursed.
When shipping your product back to us, please ensure you package all the items safely and securely for protection during transit (you can use bubble wrap, shredded paper or wiggly worms to fill in the box).
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will have an option to get a replacement, store credit or a refund.
For more information regarding refund, please refer to "Refund Policy". You can always contact us for any return related question at support@oukitel.co.za.
This Policy applies to products bought from www.oukitel.co.za, Tsukuru (Pty) Ltd directly and our authorized partners.
2. Defective products.
Please always inspect your order upon reception and contact us immediately if the item is defective or damaged (e.g. device doesn’t switch on or you received a wrong color/model) via email: support@oukitel.co.za
If your return is accepted, we will arrange a collection from your address. The cost of shipping defective product is covered by Oukitel South Africa.
When shipping your product back to us, please ensure you package all the items safely and securely for protection during transit (you can use bubble wrap, shredded paper or wiggly worms to fill in the box).
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will be refunded in full.
You can always contact us for any return question at support@oukitel.co.za
3. Exceptions / non-returnable items.
Unfortunately, we do not accept returns on gift cards and accessories (e.g. screen protectors, cases, etc.).
4. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
5. Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10-21 business days (depending on the bank or credit card company). If more than 21 business days have passed since we’ve approved your return, please contact us at support@oukitel.co.za.