Exchange Policy

The Tech Plug 17 Oldstanhope Road, Claremont, Cape Town 7708 www.thetechplug.co.za

Last Updated: February 2026

1. Overview

At The Tech Plug, we are committed to ensuring our customers receive quality products. This policy outlines the conditions under which exchanges are accepted. Please read this policy carefully before making a purchase.

Please note: We do not offer refunds or returns. All sales are final. We only offer exchanges under the specific conditions outlined below.

2. Exchanges — What Qualifies

We will consider an exchange only under the following circumstances:

• The product is defective or faulty upon receipt and has not been tampered with.
• The product received is incorrect (i.e. a different item to what was ordered).
• The product is dead on arrival (DOA) and has not been powered on, modified, or physically damaged by the customer.

Exchanges are not guaranteed and are assessed on a case-by-case basis. We reserve the right to inspect and verify the condition of any product before approving an exchange.

3. Condition of Goods

This is strictly enforced. For an exchange to be considered, the product must be returned in the exact same condition in which it was received, meaning:

• The product must be unused and unactivated (where applicable).
• All original packaging must be intact — including boxes, sleeves, wrapping, and inserts.
• All original accessories must be included — chargers, cables, manuals, earphones, SIM ejector tools, or any other items that were included in the box.
• All seals and protective films must be unbroken and undamaged.
• There must be no physical damage of any kind — no scratches, dents, cracks, marks, or signs of use.
• Serial numbers and IMEI stickers must be intact and unaltered.

Any product returned in a condition that does not meet the above requirements will not be accepted for exchange and will be returned to the customer at their cost.

4. Timeframe

Exchange requests must be submitted within 7 (seven) days of the date of purchase or delivery. No exchange requests will be accepted after this period, regardless of the reason.

To initiate an exchange, you must contact us within this window — holding onto the product does not constitute a valid exchange request.

5. How to Request an Exchange

To request an exchange, please contact us through our website at thetechplug.co.za or visit us in-store at 10 Newent Street, Cape Town, with the following:

• Proof of purchase (receipt or order confirmation).
• The product in its original, unaltered condition as described in Section 3.
• A clear description of the issue or reason for the exchange request.

We will assess your request and respond within 2–3 business days. Approval of an exchange is at the sole discretion of The Tech Plug.

6. Exchange Outcome

If an exchange is approved:

• We will replace the product with the same item where stock is available.
• If the same item is no longer in stock, we may offer an alternative product of equal value or a store credit valid for 30 days.
• No cash will be issued under any circumstances.

7. Products Excluded from Exchange

The following products are not eligible for exchange under any circumstances:

• Products that have been used, activated, or registered.
• Products with broken seals or opened packaging (unless the defect was discovered upon first opening under our supervision).
• Software, digital products, or licensed items once activated or downloaded.
• Products damaged due to misuse, negligence, accidents, liquid damage, or unauthorised repairs.
• Products with altered, removed, or damaged serial numbers or IMEI stickers.
• Products purchased during a clearance, sale, or as-is promotion, unless otherwise stated at the point of sale.

8. Inspection Rights

The Tech Plug reserves the right to inspect all products submitted for exchange. If upon inspection it is determined that the product does not meet the conditions outlined in this policy, or that the reported fault is due to customer misuse, the exchange request will be declined and the product returned to the customer.

9. Warranty vs. Exchange

This Exchange Policy is separate from any manufacturer’s warranty. If your product develops a fault after the 7-day exchange window, you may still be covered under the manufacturer’s warranty. Please refer to the warranty documentation included with your product or contact the manufacturer directly. We will assist where reasonably possible.

10. Consumer Protection Act

Nothing in this policy is intended to override or limit your rights under the Consumer Protection Act 68 of 2008 (CPA). Where the CPA grants you rights that are broader than what is outlined here, those rights remain applicable.

11. Contact Us

For any exchange-related queries, please get in touch with us:

The Tech Plug 17 Oldstanhope Road, Claremont, Cape Town 7708 www.thetechplug.co.za

This Exchange Policy forms part of The Tech Plug’s full store policies and should be read alongside our Terms and Conditions.