Refund & Returns Policy
Seller: LUCRATIVE IT (PTY) LTD (trading as LucrativeIT)
Registration number: 2026/530452/07
Registered office / domicilium: 135 Stoneridge Drive, Edenvale, Gauteng, 1609, South Africa
Email: info@lucrativeit.co.za
Website: https://lucrativeit.co.za
Effective date: 20 July 2026
This policy should be read with our Terms & Conditions, Warranty Policy, and Shipping & Delivery Policy.
Authorised distribution channel
LucrativeIT is an authorised reseller of IT products sourced from South African distributors (including Esquire Technologies and other authorised distributors from time to time). Warranty assessments, DOA exchanges, and certain returns may therefore be processed through the relevant distributor’s RMA / authorised service processes and/or the manufacturer’s authorised service provider. LucrativeIT facilitates customer claims but remains subject to distributor and manufacturer approval where applicable.
1. Purpose
This policy explains when products may be returned and when refunds, repairs, replacements, or credits may be offered, in line with the CPA, ECTA, and our distributor processes.
2. Scope
Applies to products purchased from LucrativeIT (hardware, networking, CCTV, accessories, and software where applicable). Manufacturer-specific procedures also apply where required.
3. Your rights
Nothing here limits non-excludable statutory rights. Where law gives stronger protection, law prevails. Business customers that are juristic persons above applicable CPA thresholds may have different rights; we will still deal fairly and in line with these policies.
4. Contact us before returning goods
Do not send goods back without authorisation. Email info@lucrativeit.co.za with invoice/order number, serial number, issue description, and photos. Unauthorised returns may be refused or returned at your cost.
5. Change-of-mind returns (7 days)
Where permitted by law, unused products may be returned within 7 calendar days of delivery if:
- unused and in resalable condition;
- in original packaging with all accessories and manuals;
- security seals intact where applicable.
Outside these conditions, returns may be declined or subject to a reasonable handling/restocking fee where law allows (including fees charged by the distributor).
After 7 days, change-of-mind returns are not accepted. Returns thereafter are limited to defective goods / statutory remedies.
6. Products generally not returnable (except where law requires)
Custom-built or custom-configured systems; special-order / imported-on-request items; personalised goods; software licences, downloads, and activation keys once supplied/opened/activated; gift cards; goods damaged after delivery through misuse.
7. Incorrect products (our error)
If we supply the wrong product, we will arrange collection/replacement/refund at no extra cost. Notify us as soon as reasonably possible after delivery.
8. Transit damage
If packaging is visibly damaged: note it with the courier, photograph packaging and goods, and notify us within 24 hours.
9. Defective products and DOA (7 days)
If goods are defective on arrival (DOA) or develop an early fault, notify us within 7 days of delivery.
DOA / early defect claims remain subject to:
- technical inspection;
- authorised distributor (e.g. Esquire) and/or manufacturer approval;
- stock availability for exchange.
Physically damaged goods, missing accessories, broken seals, or altered serial numbers are typically not accepted for warranty/DOA exchange under distributor rules.
10. Condition of returned goods
Return goods complete with original packaging and accessories where reasonably possible. Missing items may affect the outcome where law allows.
11. Return shipping
We generally arrange/cover reasonable return shipping where we supplied the wrong item, a confirmed manufacturing defect/DOA is approved, or courier error is attributable to us.
Customer-error, incorrect ordering, change of mind, or compatibility issues not caused by us: return shipping is usually for the customer’s account.
12. Inspection
All returns may be inspected by LucrativeIT, the authorised distributor, manufacturer, or approved service centre before any remedy is authorised. Inspection does not guarantee approval.
13. Remedies
Where approved, we may repair, replace with the same/equivalent product, credit, or refund, subject to law and supplier process. Price differences on upgrades/downgrades are for your account / refunded as applicable.
14. Refund processing
Approved refunds are processed to the original payment method where reasonably possible (including PayFast card/EFT where used). After we submit the refund, banks/card schemes may take several business days (often up to about 7 working days) to reflect funds. We are not responsible for third-party banking delays once the refund has been processed.
Delivery charges are generally non-refundable for change-of-mind returns, unless law requires otherwise or the return is due to our error.
15. Cancellations
Cancel before dispatch where possible. After fulfilment has started, cancellation may not be possible. Where cancellation is allowed, reasonable incurred costs (supplier cancellation, courier booking, non-refundable gateway fees, custom work started) may be deducted where law allows.
16. Special-order products
Generally not cancellable/refundable once procurement has commenced, except where required by law.
17. Software and digital products
Generally non-refundable once supplied or activated, except for verified publisher/distributor defects where we will assist with the appropriate remedy.
18. Restocking fees
For non-defect returns accepted at our discretion, a reasonable restocking/handling fee may apply where permitted (including distributor restocking charges). Any fee will be disclosed before finalising the return.
19. Fraud prevention
We may request proof of purchase, identity, banking confirmation, and serial verification. Suspected fraud may be declined and reported.
20. Customer responsibilities
Inspect promptly; keep packaging during the return window; keep invoices; back up data before returning devices. We are not responsible for data on returned equipment.
21. Amendments
We may update this policy; the website version applies.
22. Contact
info@lucrativeit.co.za — include invoice/order number, product, issue, and photos.