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HEX Group

Shipping & Return Policies

Stock Availability

Stocks of all goods are limited, but we will notify you if an item or items are sold out and we are no longer able to complete your order. You will be entitled to a complete refund in such a case once we received your payment into our bank account.

Delivery Exceptions

Some products may not be delivered to foreign countries according to our distribution licensing agreements or due to export regulations.

Expected Delivery Periods

We ship products Monday through Friday. We aim to have your product shipped within 24 hours (2 business days) of receiving payment confirmation. These delivery times are calculated from the time we receive confirmation of payment on the order in question.

Local Shipping

Major centers, such as Pretoria, JHB, Bloemfontein, Cape Town, George, PE, East London, Durban, Pietermaritzburg and Nelspruit should have a 1 to 2 day delivery period. Delivery outside these city centers is usually within 3 working days.

Shipping Outside South Africa (to Sub-Saharan countries only)

Deliveries to Sub-Saharan countries are only “To Door” using a competent courier service like FedEx. Delivery usually takes place within 2-4 weeks but is dependent on delays that may arise, but not exclusive too customs & seasonal peaks in postal volumes. In the latter cases delivery may take up to 12 weeks. Where delays and stock shortages occur, every reasonable effort will be made to inform the buyer.

Guarantee and 30 day return policy

Hardware purchased from us is warranted against defects in materials and workmanship for a period of one year from placing the order. This is a “Return to Factory” warranty, meaning defective hardware must be returned to us at the customer’s expense. We will ship repaired or replacement goods to the customer at our expense using a comparable method of shipment. You must contact us via e-mail and receive a Return Authorization prior to returning any merchandise. If you are not satisfied with our product for any reason within 30 days from date of purchase, you must contact us via email and receive a Return Authorization prior to returning your merchandise to us for a full refund, less any shipping, taxes and duties. Software that has been purchased and downloaded is NOT covered by the 30-day return policy! NO refunds will be issued on Software that has been downloaded.

The refund is subject to the following conditions:

  1. You must contact us via email and receive a Return Authorization prior to returning any merchandise.
  2. The complete product must be returned to us at the customer’s expense, using an online trackable shipping method (trackable door-to-door, e.g. FedEx, UPS etc.) that also requires a signature at delivery. AIRMAIL is NOT fully trackable and is NOT an acceptable shipping method. If you are unsure, ask.
  3. You must notify us once you have shipped it, and you must provide the tracking number.
  4. The product must be in good resalable condition. Any damaged or tampered devices will NOT be refunded.
  5. The refund will only be issued once the device has been received and inspected.
  6. This return policy only applies to customers who purchased directly from our online shop.
  7. Software or upgrades that are sold as an online service or download, are NOT covered by the 30-day return policy!