Delivery and Returns
Delivery is handled by either The Courier Guy or Fastway. Delivery is charged at a flat rate for all non-outlying/rural areas which is displayed upon checkout. Should your delivery be to a rural/outlying area you will be notified of the total before the order is confirmed by us. Progenix will try to absorb as much of the cost as possible, but this cannot always be done.
As couriers require the proof of delivery be signed, please note that we cannot courier to PO boxes. Additionally, there are several restrictions for delivery addresses. The couriers charge a large surcharge for certain delivery addresses which we unfortunately cannot absorb. These locations include:
- Select chain/retail stores
Progenix strives to ensure that all deliveries are completed within three (3) working days of dispatch. Smaller orders to major cities may be as fast as one (1) working day. Outlying areas, or cases where stock has to come from a warehouse elsewhere in the country, may take an additional one (1) to two (2) working days.
By default, all orders carry one thousand Rand (R 1,000) insurance. Further insurance is available at 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. 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.
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.
Cooling off Period
In accordance with Section 44 of the Electronic Communications Act 25 of 2002 ("ECT Act") you are entitled to cancel your purchase within seven (7) calendar days from the receipt of the good(s) and obtain a full refund (less courier fees if applicable). There are some exceptions to the "cooling off" period (as laid out in Section 42.2 of the ECT Act). These exceptions include the following products in respect of which NO cooling off period shall apply"
- 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.
Non-Defective Product Returns
Products which are NOT defective or damaged but which you want to return for whatever reason must be returned within seven (7) calendar days from date of invoice. The products must be returned to our door at your own cost.
Should an opened/unsealed product be returned, a handling fee of up to 20% 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.
For both the COOLING OFF PERIOD and NON-DEFECTIVE PRODUCT RETURNS, the products must be returned within seven (7) calendar days 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.
Defective / Damaged / Unsuitable Products
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, faulty, or otherwise unsuitable for the purpose indicated in the product description and within six (6) months from he date of invoice, please notify Progenix via email of the problem(s) you are experiencing. Once we have received your email we will arrange to have the product returned to us at our expense.
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 wish to have the product repaired or replaced, we will returned the repaired/replaced product to you at our expense (assuming your purchase was originally for delivery).
Software and consumables that are found to be defective will NOT be entitled to a refund/credit and will be replaced with an identical product.
If the product is found NOT to be defective, you will be liable for all costs incurred in having the product returned to Progenix and then re-delivered to you.
Please note the following issues/problems will NOT render the product defective 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 the product is found to be defective, Progenix will 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 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).
Assessments and repairs are carried out by the approved repair centres and may take up to six (6) weeks.
The final decision on the status of "defective" products is made solely by the supplier/manufacturer.
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.