Returns and Refunds Policy
Last Updated: May 2026
At Storme Rhaven, we want you to be entirely satisfied with your purchase. Because electronics require specialized handling, this policy sets out clear guidelines for returning goods, with specific terms governing Computers, Tablets, Monitors, and Televisions (TVs).
Our policy complies strictly with the South African Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA).
1. General Return Window & The ECTA “Cooling-Off” Period
- 7-Day Cooling-Off Period: In terms of Section 44 of the ECTA, you are entitled to cancel any electronic transaction within 7 days of receiving the items.
- Condition: To qualify for a refund under this cooling-off period, the goods must be entirely unused, unopened, and in their original, sealed retail packaging with all factory seals intact.
- Cost: You are responsible for the direct cost and risk of returning the items safely back to our Midrand facility.
2. Strict Rules for Computers and TVs
Due to the high-value, fragile nature, and software vulnerabilities associated with computers and televisions, the following specialized rules apply:
🖥️ Computers, Laptops, Components & Tablets
- Software and Licensing: We cannot accept returns on any computer, laptop, or tablet if the operating system has been booted up, configured, or if pre-installed software licences (such as Windows, Office, or antivirus software) have been registered or activated.
- Hardware Alterations: Any computer hardware returned with broken warranty seals, opened internal casings, or user-altered configurations (e.g., upgraded RAM or storage installed by the user) will void the return status entirely.
- Data Erasure: If an eligible computer or tablet is being returned, it must be completely reset to factory settings and completely removed from all personal accounts (such as iCloud, Google, or Microsoft profiles). Storme Rhaven is not liable for data left on returned devices.
📺 Televisions (TVs) and Digital Displays
- Unboxing Care: Televisions are highly fragile. When unboxing, do not lay the screen flat or press your fingers directly against the display panel, as this can fracture the internal matrix and void your warranty.
- Testing Period: If you unpack a television and find a technical defect, you must report it within 48 hours of courier delivery.
- Packaging Requirement: If a TV is returned, it must be repacked precisely into its original box, including all original custom-molded styrofoam inserts, remote controls, power bricks, base stands, and plastic protective films. We cannot safely courier or process returns for TVs without their original structural packaging.
3. Defective Goods & The 100% Replacement Guarantee
We provide a 100% Replacement Guarantee on items that arrive dead-on-arrival (DOA) or structurally defective from our warehouse:
- Inspection: If a computer or TV fails mechanically or exhibits factory defects (such as dead display pixels or physical port failure) within the first 6 months (under CPA Section 56), you are entitled to a repair, replacement, or refund.
- Assessment: All returned electronics undergo strict technical assessment by our technicians before a refund or replacement is approved. This assessment takes 5 to 7 business days.
- Exclusions: This guarantee does NOT cover defects resulting from electrical power surges (we strongly advise using surge protectors), lightning strikes, water damage, physical drops, or user-induced software corruption (such as malware or flashed firmware).
4. How to Initiate a Return
Do not ship items back to our warehouse without an authorized Return Merchandise Authorization (RMA) tracking number.
- Email Us: Send a formal return request to admin@storme-rhaven.co.za.
- Provide Details: Include your order number, details of the item, and clear photographs/videos showing the unopened box seal or the specific defect (especially for TV screen or computer startup issues).
- Await Booking: Our customer service desk will review your claim and coordinate the secure collection instructions or provide our drop-off address in Vorna Valley, Midrand.
5. Refunds Processing
- Approved refunds are paid back into the original payment profile or banking account used to complete the transaction.
- Please allow 7 to 14 business days for the funds to reflect in your account once our technical team confirms the returned item meets all legal compliance criteria.
