Effective date: 24 September 2026

1. Scope and your statutory rights

This policy applies to physical products, digital products and software licences purchased directly from JL IT Solutions (Pty) Ltd through jlitsolutions.co.za. It forms part of our Terms and Conditions.

Nothing in this policy limits any non-excludable rights you may have under the South African Consumer Protection Act, the Electronic Communications and Transactions Act, or other applicable law. Where the law gives you greater protection than this policy, the law will apply.

2. Cancelling an order before dispatch

Contact us as soon as possible if you want to cancel an order. If the order has not been dispatched or specially ordered from a supplier, we will normally cancel it and refund the amount paid. If it has already been dispatched, the return rules below apply. Supplier, payment or delivery charges already incurred may be deducted only where permitted by law and disclosed to you.

3. Change-of-mind returns for physical products

In addition to any statutory cooling-off right that applies, we offer a 14-calendar-day change-of-mind return period from the date you receive an eligible physical product.

• Notify us within 14 calendar days of delivery.
• The product must be unused, uninstalled and in a resalable condition, with its accessories, manuals, serial labels and original packaging where reasonably possible.
• You are responsible for the cost and risk of returning a change-of-mind item, unless applicable law provides otherwise.
• Original delivery charges are not refundable unless required by law or the whole order was cancelled under an applicable statutory cooling-off right.

For qualifying online purchases, the Electronic Communications and Transactions Act may provide a seven-day cooling-off period after receipt of goods, subject to statutory exclusions. Where it applies, we will honour it independently of our voluntary 14-day policy.

4. Products that cannot be returned for change of mind

Unless defective, incorrectly supplied, or otherwise returnable by law, change-of-mind returns are not available for:

• custom-built, personalised, configured or special-order products;
• software, licence keys, digital downloads or subscriptions once delivered, downloaded, activated or accessed;
• sealed computer software or other sealed goods after the seal has been broken;
• goods that cannot be resold for health, hygiene or data-security reasons after opening;
• consumables that have been opened or used; and
• products damaged by misuse, unauthorised modification, improper installation, neglect, power surges or failure to follow the manufacturer’s instructions.

These exclusions do not remove your rights regarding defective, unsafe or incorrectly supplied goods.

5. Damaged, incorrect or defective physical products

Please inspect your order promptly and contact us as soon as reasonably possible if an item arrives damaged, is missing parts, is not what you ordered, or appears defective. Include your order number, a description of the problem, photographs where useful, and the product serial number if available.

Where goods fail to meet the quality standards or implied warranty provided by the Consumer Protection Act, including during the applicable six-month statutory warranty period, you may be entitled to a repair, replacement or refund as provided by law. We may inspect or test the product to confirm the reported issue, but this assessment will not unreasonably delay a valid remedy.

You are responsible for arranging and paying courier fees when returning a product to JL IT Solutions. However, where applicable law requires a return to be at the supplier’s risk and expense—including qualifying defective, unsafe or incorrectly supplied goods—we will arrange or cover the reasonable return-delivery cost. Please contact us before dispatching the product. Manufacturer warranties may provide additional protection and do not replace your statutory rights.

6. Digital products and software licences

Digital products are delivered electronically and cannot be physically returned. We encourage customers to review product descriptions, compatibility information, licence terms and any available trial before purchase.

You may request a refund within 30 calendar days of purchase where:

• the software cannot be activated because of a verified issue that we cannot resolve;
• the product materially fails to perform as described after we have had a reasonable opportunity to assist;
• you made a duplicate purchase; or
• you were charged incorrectly.

A digital refund will generally not be provided merely because you changed your mind, no longer need the product, chose an incompatible or incorrect licence despite clear product information, or do not meet published system requirements, except where required by law. Approved refunds require the licence to be deactivated, and continued use of the refunded product is prohibited.

7. How to request a return

Return courier fees: The customer is responsible for the courier fees when returning a product, except where applicable law requires JL IT Solutions to bear that cost. Return courier fees must be paid before collection or directly to the chosen courier, as instructed.

1. Email admin@jlitsolutions.co.za with your order number, the item concerned and the reason for the request.
2. Wait for return instructions before sending the item. Unauthorised returns may be delayed or refused where legally permitted.
3. Package the product securely and include all supplied accessories and relevant documentation.

We aim to respond within two business days. Do not send goods to a courier depot, supplier or manufacturer unless we instruct you to do so.

8. Assessment, exchanges and refunds

Returned goods may be assessed to confirm their condition and eligibility. For non-defective change-of-mind returns, a reasonable deduction may be made for loss in value caused by handling beyond what is necessary to inspect the product, where permitted by law.

Eligible exchanges depend on stock availability. If a replacement is unavailable, we may offer an alternative product, store credit or a refund, subject to your statutory rights.

Approved refunds are issued to the original payment method whenever possible. We normally process them within 5 to 10 business days after approval or receipt and assessment of the returned goods. Your bank or payment provider may take additional time to reflect the credit. Where legislation prescribes a different deadline, that deadline applies.

9. Fraud and abuse

We may refuse claims involving fraud, altered serial numbers, substituted products, licence misuse or repeated abuse of this policy, provided that we do not restrict any valid statutory right.

10. Contact us

JL IT Solutions (Pty) Ltd
Email: admin@jlitsolutions.co.za
Telephone: +27 81 584 8667

11. Policy updates

We may update this policy to reflect changes to our products, operations or applicable law. The version published on this page will show its effective date. Changes do not reduce rights already acquired under an existing transaction.