Returns & Warranty

Hyperli will only accept returns in accordance with this policy, the Consumer Protection Act 68 of 2008, the Electronic Communications & Transactions Act 25 of 2002 and any other applicable law. Our returns policy needs to be read with section 12, our standard warranty policy as well as our returns page on the website. See section 9 for more info about refunds.

Items may only be returned if they are faulty, damaged on arrival, incorrectly delivered or where the customer changes their mind within the parameters set out below and as set out in the Consumer Protection Act 68 of 2008.

Once a customer informs Hyperli of a return, it is the customer’s responsibility to ensure that the item/s  available for collection from the designated courier within 7 days after the first contact was received.

All returns need to be in original packaging, with all original accessories, parts and documentation unless otherwise agreed upon. The customer is responsible for packaging the return so as to avoid being damaged in transit.

No items may be returned without prior written authorisation from Hyperli. Hyperli will not be liable for any items lost in transit to Hyperli or items incorrectly handed over to couriers not instructed by Hyperli where no prior written authorisation has occurred. The customer will be liable for courier charges of return items incorrectly handed over. Hyperli will issue a returns form or returns authorisation number once the return has been authorised, which needs to accompany the return. The absence of this form or returns authorisation number may lead to a return not being processed, for which Hyperli will not be held liable.

 

Faulty and/or Damaged on Arrival Items

Faulty and damaged on-arrival items will be dealt with in accordance with sections 55 and 56 of the Consumer Protection Act 68 of 2008.

(i) In the case of damaged on-arrival items, the customer needs to notify Hyperli of any breakages, missing or damaged parts and accessories within 3 days of the receipt of the goods. Hyperli may ask for images of the goods and packaging, highlighting the extent of the damage. Hyperli will not entertain any claims of breakages, missing or damaged parts and accessories if this notification is not received within 3 days of the goods being delivered.

(ii) (a) Faulty items may be returned within the warranty period. If a warranty period is not indicated on the deal, a 6-month standard warranty will apply. The customer can request that faulty items are repaired or replaced provided a repair is possible or a replacement is available, alternatively request a refund of the price paid for the items. Where a repair or replacement is not possible, the customer will be refunded or credited the price paid for the items.

(b) Hyperli will cover the freight and insurance cost of a faulty item under warranty. Should our suppliers assess the item and find it to not be faulty or to be user damage, the customer may be liable for the return cost.

(c) A faulty item is a defective item with any material imperfection in the manufacture of a product or any characteristic of a product that makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

(d) The following does not constitute a defect, and will not be eligible for a refund, replacement or repair:

• Faults resulting from normal wear and tear;
• Damage arising from negligence, user abuse and misuse, or incorrect usage of the product;
• Damage arising from electrical surges or sea air corrosion;
• Damage arising from a failure to adequately care for the product;
• Damage arising from unauthorised alterations to the product;
• Where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit the customer;
• In relation to Unboxed Deals, signs of handling and/or repackaging.

(e) Products requiring installation before use are to be installed by certified installers as prescribed by the product manufacturer. Failure to do so will void the implied and supplier-specific warranties. 

Products requiring uninstallation before any fault assessment are to be removed by certified uninstallers as prescribed by the manufacturer. Any fault resulting from the uninstallation of said product by uncertified uninstallers will no longer be covered by the implied or supplier-specific warranty. Hyperli or its suppliers will not be held responsible for any fees incurred for the uninstallation of a faulty item unless otherwise specified.

(f) In assessing whether an item is defective or not, Hyperli may rely on its suppliers or independent assessment centres for feedback. In these cases, Hyperli’s supplier feedback will be final.

Unwanted Items

A customer is allowed to return an item within 7 days of receipt of the item if it is not faulty, subject to the following conditions:

11. i) The customer writes into Hyperli within 7 days of receipt of the item. Requests for returns outside of the 7-day window may not be entertained unless it is faulty in terms of section 11.5, subject to those provisions.
12. ii) The item must be in a re-sellable condition, in original packaging and include all original accessories, parts and documentation. Hyperli will inspect the item on return and if it is not in a re-sellable condition, dispatch it back to the customer.

iii) Certain items may not be returned once purchased. This includes (but is not limited to): Swimwear, underwear, lingerie, bodysuits, beauty and cosmetic items and devices, fragrances, textiles, linen, bedding, towels, books, DVDs, CDs, games, software, liquor, supplements, Hygiene products, adult toys and accessories, animal feed, cleaning products, medical equipment, personal protective equipment, jewellery, earphones and electronics 

1. iv) Certain redemption vouchers may not be refunded once it has been issued to the customer via email. (Hyperli Gift Vouchers included)
2. v) Returns will be arranged on a customer’s behalf
3. vi) Unwanted will be at the Customer’s cost. This cost will be offset against any refund or credit owed to the customer after an item has been returned.

vii) Returns on items dispatched directly from suppliers will be subject to a returns fee as prescribed by the supplier.

viii) Hyperli will  arrange a third-party courier to collect these goods. The customer needs to be available during a pre-arranged slot to hand the goods to the courier. The goods need to be handed over to the correct courier and Hyperli will not be liable for goods handed to the incorrect courier. Hyperli will attempt two collections from the customer. No further collections will be attempted after two collections if the collection fails due to the customer (e.g. not available), and the customer will then have to arrange a return with their own courier at their own cost.

1. ix) Returns stated above will forfeit the initial delivery fee, which will not be refunded or credited once an item has been returned.

Incorrectly Received Items

Returns on incorrectly received items will be accepted subject to the following conditions.

1. i) The customer needs to notify Hyperli of any incorrectly received goods within 3 days of the receipt of the goods. Hyperli may ask for images of the goods and packaging. Hyperli will not entertain any claims of incorrectly delivered goods if this notification is not received within 3 days of the goods being delivered.

1. ii) The item must be in a re-sellable condition, in original packaging and include all original accessories, parts and documentation. Hyperli will inspect the item on return and if it is not in a re-sellable condition, dispatch it back to the customer.

iii) The return of the item will be at Hyperli’s cost. Hyperli may arrange a third-party courier to collect these goods. The customer needs to be available during a pre-arranged slot to hand the goods to the courier. The goods need to be handed over to the correct courier and Hyperli will not be liable for goods handed to the incorrect courier. Hyperli will attempt two collections from the customer. No further collections will be attempted after two collections if the collection fails due to the customer (e.g. not available), and the customer will then have to arrange a return with their own courier at their own cost.

1. iv) Returns will be arranged on a customer’s behalf

Mobile and other Electronic Devices

Customers are solely responsible for backing up any data on mobile and other devices. Hyperli or its suppliers will not be held responsible for any data lost as a result of a faulty device.

Customers are required to notify Hyperli’s support team of their request to return the product, within 7 working days of receipt of delivery. The product needs to be returned in its original packaging, and must remain untampered with (i.e it is essential that the seal is firmly intact and remains unbroken)

Standard Warranty Policy

Hyperli’s standard warranty policy should be read with section 11, our returns policy. Hyperli provides a 6-month warranty on all products sold on its website against defects or poor quality from the date of delivery. Where products are not subject to an extended supplier warranty, we cannot facilitate any returns outside of this 6-month period. Some consumable goods may not be subject to this warranty due to expiry dates.

Where a product has a supplier's warranty that extends beyond the 6-month Standard Warranty, such product can be returned within the extended supplier warranty period after delivery of the product. Please note that any extended supplier warranty is subject to the terms and conditions of the supplier or manufacturer. These are usually stated in a brochure or leaflet inside or on the product packaging, and may include the online registration of an extended warranty. It is the customer’s responsibility to make themselves aware of any such terms and conditions.

Parallel/Grey Imports

Any products indicated to be parallel/grey imports have been imported without the approval, or licence of the registered owner of the trademark and therefore no guarantee or warranty in respect of such goods will be honoured or fulfilled by any official or licensed importer of such goods. Any warranty claims on such products will be covered by Hyperli or the relevant third-party seller for the warranty period indicated for any specific product, alternatively where no such warranty period has been indicated, for a period of 6 months from the date of receipt.