Delivery and Returns
TETRA COMPUTING (PTY) LTD / T/A PROGENIX®
Delivery and Returns Policy
Last Updated - 15.07.2023
We reserve the right, in our sole discretion, to make changes or modifications (“amendments”) to this Policy at any time and for any reason. Such amendments shall supersede and replace any previous version(s) of the Policy. We will alert you about any changes by updating the “Last Updated” date of this Policy, and you waive any right to receive specific notice of each such change.
It is your responsibility to periodically review this Policy to stay informed of updates. You will be subject to, and will be deemed to have been made aware of and to have accepted, the changes in this Policy by your continued use of the website and / or by placing orders after the date such revised and/or amended Policy is posted.
Progenix® outsources delivery services and delivery is handled by courier companies including, but not limited to, The Courier Guy, RTT, Rhenus Express, DCB, and Aranova Couriers. Delivery charges vary depending on the delivery address location. Delivery to non-outlying or urban areas is charged at a flat rate for up to 20 kg by weight or volumetric weight (calculated as width x height x depth in centimetres divided by 5000 - for example, 50cm x 50cm x 50cm has a volumetric weight of (50 x 50 x 50) / 5000 = 25 kg).
Should your delivery address fall within a rural/outlying area or exceed the weight/dimension limits, the flat delivery charge will not be applicable, and you will be notified of the total delivery charge payable before the order is confirmed by us upon the processing of your order. In the case of PayFast payments, the balance is payable via standard EFT from your bank or cash deposit.
Orders which need to be delivered, are handed over to the couriers on working or business days, Monday to Friday, between business hours, from 8am to 5pm. No orders are sent out for delivery and / or handed over to the couriers on public holidays and over weekends.
As couriers require the proof of delivery be signed, and as such orders must be delivered to a physical address and we cannot courier any orders to PO boxes. Additionally, as there are several restrictions for certain delivery addresses, we do not delivery to the following places and / or locations:
- Select chain/retail stores
- Government buildings
- Locations outside the Republic of South Africa
The couriers typically deliver between 8 am and 5 pm on business days. After hours and weekend delivery services can be arranged, by request. The customer will be fully liable for any additional charges payable for such delivery.
Dispatch and delivery lead time
The dispatch lead time is the lead time from the receipt of the order placed and payment, order being processed and the preparation thereof to the order being handed over to and / or collected by the couriers.
The delivery lead time is the lead time from the order being handed over to and /or collected by the couriers to the delivery thereof to you, the customer.
Progenix® is committed to quality service delivery and the average lead time between receipt of the order and payment, order preparation and dispatch is one (1) to three (3) working days.
Progenix® also strives to ensure that all deliveries are completed within three (3) working days of dispatch and of the order(s) being handed over to the courier. Smaller orders to major cities may be as fast as one (1) working day. Delivery to outlying areas, or cases where stock has to be shipped from a warehouse elsewhere in the country, may take an additional one (1) to two (2) working days.
Delivery of Progenix®-assembled computers will take an extra two (2) to three (3) working days due to the time taken for assembly and testing. Our methodologies are solid, and we would prefer not to compromise for the sake of a faster delivery.
Progenix® is under no obligation to ensure that dispatch and / or delivery takes place within the lead time(s) indication above and you (the customer) understand and agree that the lead time(s) provided is/are an average. Actual dispatch and delivery may take longer than the average lead time(s).
No order will be dispatched and / or handed over to the courier before full payment, for the product(s) ordered and the applicable delivery charges, have been received.
Progenix® provides insurance cover on customers’ orders by default, up to R1 000.00 (One Thousand Rand) for lost or damaged order(s), depending, on the value of the product(s) and costs of the damage to the product(s) ordered during transit and delivery.
In order to submit a claim for damage to a product or order, you need to submit the following:
- Sales invoice
- Proof of delivery
- Photo of the inside packaging
- Photo of the outside packaging
- Photo of damage to the product
- Proof that the package was damaged
In order to submit a claim for a lost product or order, we will require written confirmation from courier that the order and / or product(s) is / are indeed misplaced and lost.
In short, the process for submitting a claim for delivery insurance in the event of a lost order, is as follows:
- You submit an enquiry should the delivery take longer than the average lead time;
- If there is no explanation of the delay in delivery, we will submit the enquiry to the courier for investigation;
- If applicable, and upon receipt of the written confirmation from the courier that the order is lost, we will notify you in writing.
Claims for delivery insurance for a lost order, must be submitted with 24 hours of receipt of the notification and confirmation that the courtier has confirmed that the order is indeed lost and such claims will only be considered and / or approved if the product(s) ordered cannot be repaired and / or replaced in terms of our returns policy.
Additional insurance, over and above the R1 000.00 (One Thousand Rand) delivery insurance by default, is available at a cost of 2.3% of your order value excluding delivery as charged by the couriers. Insurance is exclusively opt-in.
Progenix® is not a walk-in store and does not keep stock on hand. As such, your order will generally be ready for collection within one (1) to two (2) business days of payment. The average lead time for collection of an order will depend on product(s) availability. From time-to-time stock may need to be sourced from suppliers elsewhere in the country, but you will be informed of any additional delays. You will be notified as soon as you can collect your order.
Progenix® is under no obligation to ensure that collection takes place within the lead time(s) indication above and you (the customer) understand and agree that the lead time(s) provided is/are an average. The actual lead time for collection of order(s) may take longer than the average lead time(s).
Orders will only be available for collection on business days, Mondays to Fridays, between 8am to 5pm, public holidays excluded.
Orders will only be ready for collection, and you notified as such, upon receipt of the full payment.
Should you, customer and/or purchaser, be collecting your order personally, the following will be required:
- Proof of Identification (e.g. Photo ID / Drivers License) and,
- Order Number
Should you, customer and/or purchaser, be sending a Third-Party to collect your order on your behalf, the following will be required:
- A copy of the customer and/or user and/or purchaser’s proof of identification and,
- Proof of the Third-Party’s Identification (e.g. Photo ID / Drivers License),
- Authorisation, signed by the customer and/or user and/or purchaser, authorising the Third-Party to attend to the in-store pickup and collection of the order, and
- Order Number
Returns - Cooling off Period
In accordance with Section 44 of the Electronic Communications Act 25 of 2002 ("ECT Act") you, as the consumer, are entitled to cancel, without reason and without penalty, your purchase within seven (7) calendar days from the receipt of the good(s) and obtain a full refund (less courier fees if applicable).
In the event that you cancel the transaction within the 7 (seven) day cooling off period, the goods and products purchased and delivered to you must be returned to us. You will be liable for the direct cost of returning the goods.
Any product returned must be in the original condition and in good working order, must be sealed and unopened and there must be no missing items such as, but not limited to manuals, software installation discs and accessories.
If payment for the goods or services has been effected prior you exercising your right in terms of the cooling off period, you will be entitled to a full refund of such payment. The refund will be paid to you within 30 days of the date of cancellation.
There are some exceptions to the "cooling off" period and in terms of Section 42(2) of the ECT Act, Section 44 (Cooling Off Period) will not apply to electronic transaction in the following circumstance:
- Computer software which has been opened or has seals broken.
- Consumables which have been opened or has seals broken, including blank CDs, blank DVDs, printer heads, printer cartridges, printer toners, printer ink tanks and laser drums.
- Products which by their nature cannot be returned (including electronic vouchers).
- Products which have had their security tampered with and/or are otherwise used.
- Where the goods are made to the consumer's specifications and / or are personalised, including items specially ordered for customers.
Products which are NOT defective or damaged but which you want to return for whatever reason must be returned within eight (8) calendar days from date of receipt of the goods. The products must be returned to our door at your own cost.
For both the COOLING OFF PERIOD and NON-DEFECTIVE PRODUCT RETURNS, the products must be returned within seven (7) calendar days of date of receipt of the goods to our door in their original packaging. The cost of returning the products will be solely at your expense without exception. Should a product be damaged/go missing while in transit to Progenix®, we will not be liable and unable to credit/refund you. We suggest that courier insurance be taken for all returns to Progenix®.
Should an opened/unsealed product be returned, a handling fee of up to 25% may be charged. The products are required to be in resalable condition. Products that are returned with missing items including, but not limited to, manuals, software installation discs, manuals and accessories, will not be credited or refunded. It is at our sole discretion to pass credit or refund if an unsealed or otherwise opened product is returned to us.
Software will only be credited or refunded if the packaging is unopened/no seals are broken, and the return is accompanied by a police affidavit.
Consumables including, but not limited to, blank CDs, blank DVDs, printer heads, printer cartridges, printer toners, printer ink tanks and laser drums can only be returned for credit or refund if unopened/sealed and unused.
All products are covered by the manufacturer's prescribed warranty, which is typically one (1) year from date of invoice unless otherwise specified.
If you find that your product is defective or faulty, we will repair, replace or provide a full refund (less any delivery costs) for the product within the first 6 (six) months of purchase, being the purchase date reflected on the invoice. Please notify Progenix® via email of any defective or faulty products. Once we have received your email, we will arrange to have the product returned to us at our expense.
Progenix® will assess the product returned and should the product be found to be defective, you are entitled to either:
- Have the product repaired
- Have the product replaced
- Be fully refunded minus delivery costs (if any)
Should you have a successful warranty claim and wish to have the product repaired or replaced, we will return the repaired/replaced product to you at our expense (assuming your purchase was originally for delivery).
Should the customer have an unsuccessful warranty claim (e.g., the product is NOT defective or faulty) then the customer will be liable for all courier fees (collection, return and any other fees that might arise, such as labour fees).
Please note the following issues/problems will NOT render the product defective and / or faulty and will NOT entitle you to any repair, replacement, credits, or refunds:
- Faults resulting from normal wear and tear.
- Physical damage to the product.
- When you or someone unauthorised by Progenix® has altered, modified, damaged or removed any warranty seal(s) and/or screw(s).
- Hardware or software including, but not limited to, operating systems, office suites, antivirus packages and games, which are not compatible with your system and/or existing hardware.
- Equipment which shows evidence of impact, sand, liquid/moisture damage, dropping, mishandling/tampering, chemical corrosion, lightning/surge damage, damage caused by connecting incompatible equipment or used in a way contrary to the applicable instruction manual.
If you find that your product is defective after six (6) months from date of invoice and within the manufacturer warranty, you can arrange to have the product returned to Progenix® at your own expense by notifying us via email.
If customer has a successful warranty claim and the product is found to be defective and faulty, Progenix® will, at its sole discretion, either:
- Replace the product with either a new or refurbished product;
- Repair the product;
- Credit the product
Should the product no longer be sold, you will have the option to either:
- Replace the product with another product (fees may apply), or
- Have the value of the product credited. You will be credited the last list price (if lower than your original purchase price) and/or with a fair usage charge (i.e. the time period of which the product was used).
Software and consumables that are found to be defective will NOT be able to be refunded and it will be replaced with an identical product.
The final decision on the status of "defective" and / or “faulty” products is made solely by Progenix® and / or the supplier/manufacturer.
The customer agrees and acknowledges that for any warranty claim, the assessments and / or repairs are carried out by the approved repair centres and may take up to six (6) weeks.
Standard Return Policy
We will exchange and / or replace or provide a full refund for your products (less any courier and / or handling fee) within the first fourteen (14) calendar days of purchase.
We will take back any products that are unopened, in their original condition, in good working order and have no missing items, such as but not limited to manuals, software installation discs and accessories.
If you are unhappy about your products and you have opened them, you can return them to Progenix®, at your own costs, in their original condition as detailed above, but please take note that a handling and restocking fee of up to twenty- five percent (25%) of the purchase price may be applicable and will be deducted from your refund.
There are certain products, that by their nature, can only be returned and / or exchanged for a replacement. In this regard, you will be liable to make payment of the handling and restocking fee of up to twenty-five percent (25%) of the purchase price.
Incorrect / Damaged Return Policy
Should you receive incorrect products please notify us within the first two (2) calendar days of receipt so that we can rectify the mistake.
We will take back any incorrect products that are unopened, in their original condition, in good working order and have no missing items, such as but not limited to manuals, software installation discs and accessories.
We will exchange and / or replace and /or provide a full refund for the incorrect products.
If your products arrived damaged, missing any parts or accessories please notify us within two (2) calendar day of receipt so that we can rectify the issue.
Custom-Built / Assembled Computers
In the case of Progenix® assembling a computer for you using hardware purchased from us, a charge may be deducted should the customer cancel the order. In such event, the charges will be up to but not exceeding the following amounts:
- Paperwork Stage (stock has been ordered but the build has not been started): Higher of R 1,000 or 5% of the invoice value
- Early Assembly Stage (stock has been opened but the build has not been started): Higher of R 3,000 or 10% of the invoice value
- Late Assembly Stage (the build has been started): Higher of R 5,000 as well as any charged build fees or 17.5% of the invoice value
- Completion Stage (the build has been completed): Higher of R 10,000 as well as any charged build fees or 25% of the invoice value
- Delivery Stage (the build has been dispatched): Higher of R 10,000 as well as any charged build fees as well as associated courier fees in full or 25% of the invoice value
For all returns, with exception to the "Incorrect / Damaged Return Policy", you will need to send the products back to us at your own expense.
The original courier fee is non-refundable.
Any products returned to us that are not in their original condition (eg. missing manuals, warranty cards, accessories or other materials), and not in good working order, cannot be returned for a replacement, exchange or refund.
For both your safety and ours, the RMA form which will be emailed to you when you report a fault or return for any other reason, or can be downloaded (here), needs to be filled out before we will accept any returns. No returns will be accepted without the competed and signed RMA form.
All products being shipped back to Progenix® should be carefully packed in protective materials where necessary. The package should have the order number and return address clearly marked. Should a product be damaged or lost while being delivered to our offices, Progenix® will not be liable for the damages. It is recommended to insure any items that you send to us.