Refund and returns policy
How cancellations, returns and refunds work for SonicWall firewalls, licenses and other products bought from the PursuIT Solutions online shop, in line with South Africa's Consumer Protection Act and Electronic Communications and Transactions Act.
1. Who we are
This policy is issued by Pursuit IT Solutions CC (registration number 2008/129352/23), trading as PursuIT Solutions ("we", "us", "our"), Prism Business Park, Building 1, 1 Ruby Close, Fourways, Johannesburg, 2191, South Africa. Telephone 010 822 2123, email [email protected], website www.psit.co.za.
"You" means the person or business that placed the order.
2. What this policy covers
This policy applies to products bought through our online shop, including:
- Hardware, such as SonicWall firewalls and accessories.
- Licenses and renewal codes, such as SonicWall security subscriptions and support renewals, which are delivered electronically.
Managed IT services, projects and other services we provide under a signed agreement or quote are covered by the terms of that agreement, not this policy.
3. Changing your mind (cooling-off period)
South African law gives consumers who buy online 7 days to cancel without a reason or penalty. We extend this to 14 days:
- Hardware: within 14 days after you receive or collect the goods.
- Licenses and renewal codes: within 14 days after your order, as long as the code has not been registered or applied to a device (see section 4).
Please return hardware complete, with all accessories, manuals and packaging, so we can process the return quickly. The only cost you may be responsible for is the direct cost of sending the goods back to us. You can also return goods to our Fourways office by arrangement.
4. Licenses and renewal codes
Once a license or renewal code has been registered or applied to a SonicWall device, the subscription starts and the code can't be reused or transferred. At that point it can no longer be cancelled or refunded for change of mind. This is permitted under section 42 of the Electronic Communications and Transactions Act.
Before you apply a code, please check that it matches your device model and the service you need. If you're unsure, contact us first and we'll confirm it for you.
If you ask to cancel an unused code, we'll confirm with SonicWall that it hasn't been registered, and then process your refund.
If we supplied the wrong code, or a code doesn't work through no fault of yours, we'll replace it or refund you in full.
5. Defective or incorrect goods
Under section 56 of the Consumer Protection Act, if hardware is defective, unsafe or not of good quality, you may return it within 6 months of delivery. You can then choose whether we repair it, replace it, or refund the price you paid. We cover the cost and risk of the return.
If we repair the goods and the same problem, or a new one, appears within 3 months of the repair, we'll replace them or refund you.
Please check your order when you receive or collect it. If anything is missing, damaged in transit, or not what you ordered, tell us as soon as possible and we'll put it right at no cost to you.
After 6 months, the manufacturer's warranty may still cover the goods. We'll help you log and manage the warranty claim with the manufacturer.
These rights don't cover damage caused by misuse, accidents, power surges, incorrect installation by someone other than us, unauthorised modification, or normal wear and tear.
6. What we can't accept back
- Licenses or renewal codes that have been registered or applied to a device (see section 4).
- Goods specially ordered, configured or made to your specifications, unless they're defective.
- Goods damaged after delivery through misuse or accident.
7. How to request a return or refund
| Step | What to do |
|---|---|
| 1 | Email [email protected] with your order number, the product, and the reason for the return. |
| 2 | We'll confirm the return, and for licenses we'll check the code status with SonicWall. |
| 3 | Return hardware to our Fourways office, or arrange collection with us for defective goods. |
| 4 | We inspect the goods and confirm your repair, replacement or refund. |
8. How refunds are paid
We refund you within 14 days after we receive the returned goods, or after we confirm that an unused code has been cancelled. This is well inside the 30 days the law allows. Refunds are paid using the same payment method you used for the order, unless we agree otherwise with you. We don't charge any fee for processing a refund.
9. Business and export orders
Some legal protections, such as the cooling-off right, apply only to consumers as defined in the law. We still apply this policy to all online shop orders, including business orders, unless a signed agreement with you says otherwise.
For orders delivered outside South Africa, we'll confirm any different return, shipping or customs arrangements in your quote before you pay.
10. Your legal rights
Nothing in this policy limits or excludes any right you have under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable law. If any part of this policy conflicts with those laws, the law applies.
We may update this policy from time to time. The version published on this page when you placed your order applies to that order.
11. Contact us
For any questions about returns or refunds, email [email protected], call 010 822 2123, or use our contact page.