1. Introduction

This Return & Refund Policy forms part of the Customer Terms and Conditions. Any terms defined in those conditions carry the same meaning here, unless otherwise stated. This Policy is not intended to limit your statutory rights in any way.

You may return any product purchased from Mac Shack, either online or in-store, if you’ve changed your mind, purchased the wrong item, received an unwanted gift, discovered a technical fault, or have concerns about the product’s quality. These are collectively referred to as the “Returned Product.”

2. Returning Unwanted or Incorrectly Purchased Products

You can return an unwanted or incorrectly purchased product to Mac Shack, provided it is unopened, unused, undamaged, and still has all original labels and stickers attached. The product must be in its original packaging, which should be undamaged and intact with all seals in place. This packaging requirement does not apply to second-hand products. All accessories and parts that came with the product must be included.

To process a return, you must bring the product to our store along with the original invoice or log a return on our website within seven days of the order date. Returns made after seven days are only accepted if the product is defective.

Once we receive and inspect the returned item, we will credit your account with the purchase amount within 10 to 14 working days. If you prefer to exchange the item instead, you may do so for another product of the same value. If the new product is more expensive, you will need to pay the difference. If the new product is less expensive, we will refund you the difference.

If the product packaging has been opened, damaged, or tampered with, a handling fee of up to 22.5 percent of the total purchase price may be charged.

Please note that some products are non-returnable. These include unsealed software products, software subscriptions, electronic software and voucher downloads, gift cards, and in-ear items such as AirPods, earphones, and headsets.

All returned items are subject to inspection by Mac Shack before any refund or exchange is processed.

If you would like Mac Shack to collect the item from you, please fill out the returns form on our website. A collection fee of R100 may apply for online purchases.

We do not offer refunds or exchanges due to compatibility issues, so please verify that the product suits your needs before placing an order. Software products cannot be exchanged or refunded under any circumstances.

A 20 percent handling fee will apply to returns of opened or used items. If the product must be collected by courier, an additional R100 collection fee may also apply.

Refunds will be processed within 10 to 14 working days from the date of cancellation or from the time we receive the returned product.

3. Faulty Products

New products purchased from Mac Shack are covered by the manufacturer’s warranty. If your product is faulty, you must follow the manufacturer’s warranty process as outlined by Mac Shack.

Pre-owned products from Mac Shack come with a 90-day Mac Shack warranty.

Manufacturer warranties are subject to the terms and conditions defined by the manufacturer. These details are usually available in a brochure, leaflet, or on the product’s packaging. It is your responsibility to read and understand these terms before making a claim.

Please be aware that Mac Shack does not issue manufacturer warranties and is not responsible for their coverage. However, we are happy to help facilitate communication between you and the manufacturer if needed.

If your device has a battery fault, we will only replace the battery under warranty if its health drops to 75 percent or lower within the first three months of the warranty period.

4. How to Initiate a Return

To request a return, refund, or exchange, please email sales@macshack.co.za with your details and we will provide further instructions.

5. Return Fees Summary

For demo and pre-owned devices, non-faulty returns are accepted within seven days. After seven days, non-faulty returns are no longer eligible for refunds and may only qualify for Buy Back. Faulty returns made within seven days are accepted, while those after seven days are covered under the warranty.

For new devices, unopened non-faulty returns are accepted within seven days. Opened non-faulty returns are also accepted within this timeframe but may be subject to handling fees. Unopened or opened non-faulty returns made after seven days are not eligible for refunds but may qualify for Buy Back. Faulty returns within seven days are accepted, while those beyond seven days are covered under the manufacturer’s warranty.

Please note that shipping costs and shipping insurance are non-refundable under any circumstances.

1. Refunds will be done electronically via electronic funds transfer (EFT) to a bank account nominated by you. In certain circumstances where possible, Mac Shack may effect a credit card transaction reversal.

2. Refunds may take between 10-14 working days to process.

3. Mac Shack will not be liable for any bank charges, taxes, interest and/or any other fees that may be levied against you for the refund.  

All pre-owned devices purchased from Mac Shack come with a standard 90-day warranty. All brand new sealed products come with a 1-Year manufacture warranty unless otherwise specified within the product description. 

The warranty will commence from the date of the original purchase. All warranties are tied to the serial number of the product. 

Terminology​: 

New - Unopened, sealed, and comes with a 1-Year manufacturer’s warranty. 

All new (sealed) Mac Shack products are covered by a 1 year manufacturer’s warranty. If your product is faulty you must follow the process set out in the manufacturer’s warranty as indicated to you by the Mac Shack. Please note that any manufacturer’s warranty is subject to whatever terms and conditions the manufacturer may impose.

These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions. For the avoidance of doubt, the manufacturer’s warranty is provided by the manufacturer and not Mac Shack. 

Demo - Opened packaging / Unused or Slightly used / Display Units and comes with a 90-day Mac Shack warranty. 

CPO - Certified Pre-owned. Quality-checked second-hand products come with a 90-day Mac Shack warranty. 

Note that all warranties will be void should the product/device have any physical or liquid damage upon inspection. 

The only time Mac Shack will replace a battery under warranty is if the battery health has dipped to 75% or less within the first 3 months of warranty.

Standard delivery typically takes 3–5 business days, depending on courier lead times provided to us. These timeframes are subject to change.

The customer is responsible for any shipping costs incurred when returning an item to Mac Shack.

Shipping insurance is not included by default on any order, including online purchases. If your parcel is lost, stolen, or damaged during transit without insurance, Mac Shack will not be liable for a replacement or exchange.

Optional shipping insurance is available at 3% of the parcel value, covering up to a maximum of R10,000.

Self-collection orders can be picked up only from our store in Bryanston.

This Privacy Policy outlines how Mac Shack (Pty) Ltd collects, uses, and protects any information you provide when using our website.

Mac Shack is committed to ensuring that your privacy is protected. Should we request information by which you can be identified when using this website, you can be assured that it will only be used in accordance with this Privacy Policy.

We may update this policy from time to time by revising this page. You are encouraged to check this page periodically to ensure you are happy with any changes.

Mac Shack takes all reasonable steps to protect the personal information of its users. For the purposes of this policy, “personal information” is defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). You may download a copy of the PAIA here: http://www.polity.org.za/attachment.php?aa_id=3569

Information We Collect

We may collect the following types of personal information:

Your name, contact details including email address, demographic information such as your postal code, preferences, and interests, as well as other details relevant to customer surveys or promotional offers.

How We Use Your Information

The information we collect helps us understand your needs and allows us to provide you with a better service. Specifically, we use your information for the following purposes:

To maintain internal records, improve our products and services, and send occasional promotional emails about new products, special offers, or updates we believe may interest you. These communications will be sent to the email address you have provided.

From time to time, we may also contact you for market research purposes. This contact may occur via email, phone, fax, or mail. Additionally, we may use the information you provide to personalise your website experience according to your interests.

Security

We are fully committed to ensuring that your information remains secure. To prevent unauthorised access or disclosure, we have implemented appropriate physical, electronic, and managerial procedures to safeguard and secure the data we collect online.

How We Use Cookies

A cookie is a small file that asks permission to be placed on your computer’s hard drive. Once you agree, the file is added, and the cookie helps analyse web traffic or notifies you when you visit a particular site.

Cookies allow web applications to respond to you as an individual. The application can tailor its functionality to your preferences by gathering and remembering information about your choices and behaviour.

We use traffic log cookies to identify which pages are visited most frequently. This data helps us analyse website usage and improve the experience for our visitors. The information is used for statistical analysis only and is removed from the system afterward.

Cookies help us deliver a better website by allowing us to monitor which pages are useful to you. Cookies do not give us access to your computer or any information about you, other than what you choose to share with us.

You may choose to accept or decline cookies. Most browsers accept cookies automatically, but you can usually modify your browser settings to decline them. Please note that declining cookies may prevent you from fully experiencing all features of the website.

Links to Other Websites

Our website may contain links to external websites of interest. However, once you leave our site using these links, please be aware that we do not control the other websites. Therefore, we cannot be responsible for the protection and privacy of any information you provide while visiting those sites. Such sites are not governed by this Privacy Policy. We encourage you to review the privacy policy of any external website you visit.

Controlling Your Personal Information

You may choose to restrict the use of your personal information in the following ways:

When completing a form on the website, look for the option to indicate that you do not want the information to be used for direct marketing purposes. If you have previously agreed to receive marketing communications, you can change your preference at any time by contacting us at sales@macshack.co.za.

We will not sell, distribute, or lease your personal information to third parties unless we have your permission or are legally required to do so. We may use your information to send you promotional content about third-party products or services if you have expressed interest in receiving such material.

You may request a copy of the personal information we hold about you under the Data Protection Act of 1998. A small administrative fee may apply. If you would like a copy of this information, please write to us at:

Corner Main Office Park
2 Payne Road
Bryanston, Sandton
2191, South Africa

If you believe that any information we hold about you is incorrect or incomplete, please contact us as soon as possible. We will promptly correct any errors.

1. These Terms and Conditions and our relationship and/or any dispute arising from or in connection with these Terms and Conditions shall be governed and interpreted in accordance with the laws of the Republic of South Africa. Your continued use of the Website will constitute your consent and submission to the jurisdiction of the South African courts regarding all proceedings, transactions, applications or the like instituted by either party against the other, arising from any of these Terms and Conditions.

2. In the event of any dispute arising between you and Mac Shack, you hereby consent to the non-exclusive jurisdiction of the High Court of the Republic of South Africa (Gauteng Division, Johannesburg) notwithstanding that the quantum in the action or proceedings may otherwise fall below the monetary jurisdiction of that court.

3. Nothing in this Terms and Conditions limits your right to approach any court, tribunal or forum of competent jurisdiction in terms of the CPA.

1. You may not cede, assign or otherwise transfer your rights and obligations in terms of these Terms and Conditions to any third party.

2. Any failure on the part of you or Mac Shack to enforce any right in terms hereof shall not constitute a waiver of that right.

3. If any term or condition contained herein is declared invalid, the remaining terms and conditions will remain in full force and effect.

4. No variation, addition, deletion, or agreed cancellation of the Terms and Conditions will be of any force or effect unless in writing and accepted by or on behalf of the parties hereto.

5. If you need to obtain a sales record of your transaction to buy products through the Mac Shack Website, you can contact Mac Shack within 30 days of the transaction.

6. No indulgence, extension of time, relaxation or latitude which any party (the “grantor”) may show grant or allow to the other (the “grantee”) shall constitute a waiver by the grantor of any of the grantor’s rights and the grantor shall not thereby be prejudiced or stopped from exercising any of its rights against the grantee which may have arisen in the past or which might arise in the future.

7. These Terms and Conditions contain the whole agreement between you and Mac Shack and no other warranty or undertaking is valid, unless contained in this document between the parties.

8. The offerings on this website is available for purchase and delivery in South-Africa only.9. Payment may be made via Visa, MasterCard, EFT, Ozow or Vouchers issued, the details of which will be provided on request.10. Card transactions will be acquired for Mac Shack (Pty) Ltd via Paygate (Pty) Ltd who are the approved payment gateway for all South African Acquiring Banks. DPO PayGate uses the strictest form of encryption, namely Secure Socket Layer 3 (SSL3) and no card details are stored on the website. Users may go to www.paygate.co.za to view their security certificate and security policy.11. Customer details will be stored by Mac Shack (Pty) Ltd separately from card details which are entered by the client on DPO PayGate's secure site. For more detail on DPO PayGate refer to www.paygate.co.za .12. The merchant outlet country at the time of presenting payment options to the cardholder is South Africa. Transaction currency is South African Rand (ZAR).13. Mac Shack (Pty) Ltd takes responsibility for all aspects relating to the transaction including sale of goods and services sold on this website, customer service and support, dispute resolution and delivery of goods.

14. This website is run by Mac Shack (Pty) Ltd based in South Africa with registration number 2018/540718/07 15. Mac Shack (Pty) Ltd is based Corner Main Office Park 2 Payne Road, Bryanston, Sandton, 2191. We can be contacted on 010-4465695 or sales@macshack.co.za . 

Table of Contents

1. Introduction to Your Insurance Policy
2. Geographic Scope
3. Understanding this Policy
4. Termination of this Policy
5. General Conditions Applicable to the Whole of this Insurance
6. What We Cover You For
7. Compensation
8. Exclusions – What is Not Covered
9. Definitions

Definitions

"Accident" and "Accidental" refer to any direct physical loss caused by a single event or series of events arising from one original cause. Accidental damage must result from acts that were sudden, unexpected, and not deliberate.

"Damage" means accidental loss of or harm to tangible property.

"Excess" refers to the amount that must be paid by you in respect of a claim or series of claims arising from one original cause before any amount is payable by us.

"Insured" means the policyholder.

"Insured Device" refers to a new device that was undamaged at the time of purchasing this policy, including accessories. Covered devices include:

• Movable Electronics: Smartphones, mobile phones, tablets, notebooks, smartwatches, e-book readers, photo cameras, video cameras, projectors, navigation systems, digital photo frames, portable TVs and video players, portable music players, headphones, portable speakers, shavers, personal digital assistants (PDAs), and mobile digital assistants (MDAs).
• Stationary Electronics: TVs, DVD/Blu-Ray combinations, monitors, PCs, external drives, servers, docking stations, wireless routers, scanners, printers, fax machines, all-in-one devices, amplifiers, receivers, game consoles, and home theater systems.
• Home Appliances: Refrigerators, freezers, ovens, washing machines, dryers, dishwashers, vacuum cleaners, irons, microwaves, coffee machines, and more.
• PC Components: Includes mainboards, processors (CPUs), memory (RAM), graphics cards, hard drives, SSDs, disk drives, TV cards, and sound cards.

"Policy" refers to this document and the schedule read together as the contract of insurance between you and us.

"SAPS" refers to the South African Police Services.

"Schedule" refers to the section of the policy specifying the details of the insured, the premises, the insured property, any excess, endorsements, and applicable conditions.

"We," "Us," or "Our" refers to Transact & Protect as the Underwriting Management Agent and/or Mutual & Federal Risk Financing Limited as the Insurer or their agent.

"You," "Your," or "Yourself" refers to the policyholder named in the schedule.

1. Introduction to Your Insurance Policy

This insurance policy is a contract between you and us, comprising this policy booklet, your schedule, and any endorsements applied.

Our acceptance of the risks insured is based on the information provided by you or on your behalf during your application. You have an obligation to ensure that all information is accurate and complete at inception and renewal. If any details are incorrect, you must return the schedule to your intermediary immediately.

2. Geographic Scope

This policy is valid only for policyholders whose main residence is in the Republic of South Africa.

3. Understanding this Policy

Please read this policy booklet together with your schedule carefully. It is essential that:

• You understand what each section covers and does not cover.
• You are aware of your responsibilities under the policy.

Defined terms appear in bold throughout this document. In exchange for payment of the premium stated in the schedule, we agree to insure you against accidental damage of the insured device due to:

• Manufacturing or material defects
• Faulty construction or wiring
• Design and assembly errors

Your coverage is valid only if your premiums are paid. The maximum insured value of your insured device is outlined in your schedule, less any applicable excess and deductions for dual insurance, betterment, or depreciation.

Your insurer retains the right to settle claims via repair, replacement, or cash settlement at their discretion.

If the insured device:

• Can be repaired, your insurer will cover reasonable repair costs to restore it to full functionality. If repair costs exceed 75% of the insured device’s value, it will be replaced.
• Is replaced, your insurer will cover the reasonable cost of a replacement device of the same or similar type but not superior to or more expensive than the original insured device.

At all times, you must take reasonable steps to protect the insured device from accidental damage. Repairs must be conducted by a repairer authorized by Transact & Protect (Pty) Ltd (TPI).

4. Termination of this Policy

Termination by You

Cooling-Off Period: You may cancel this insurance within 31 days of receiving your policy documents for a full refund, provided no claims have been made. Contact your intermediary to initiate cancellation.

Cancellation: You may cancel at any time by writing to your intermediary. Any return premium will depend on the duration of the policy and whether any claims have been made.

Termination by Us

We may cancel this policy by giving you 31 days' notice in writing. If payment is not received within 15 days of the due date, we may terminate coverage.

Exchange, Transfer, or Sale of the Insured Device

If the insured device is exchanged under statutory warranty, coverage transfers to the new device. You may transfer this policy to another individual, provided you notify us and supply the necessary details.

5. General Conditions Applicable to the Whole of this Insurance

5.1 Disclosure Duties

You must ensure that all information provided is correct. Failure to disclose material facts may void the policy.

5.2 Enforcing Your Rights

We may take necessary steps to enforce your rights against third parties before or after a claim is paid.

5.3 Reporting a Claim

You must:

• Take reasonable steps to prevent further loss.
• Report your claim within 14 days.
• Provide supporting documentation and cooperate fully with our investigation.

5.4 Fraudulent Claims

If any claim is fraudulent or exaggerated, we will refuse to pay and may terminate the policy.

6. What We Cover You For

We cover accidental damage to the insured device due to manufacturing defects, faulty construction, wiring errors, and assembly faults.

7. Compensation

We will attempt to repair your insured device first. If repair is not feasible, a replacement or cash settlement will be provided. Replacements may be refurbished.

8. Exclusions – What is Not Covered

This policy does not cover:

1. Wear and tear or superficial damage.
2. Loss during hire or loan to another person.
3. Theft from an unattended vehicle unless forcibly entered.
4. Battery damage unless stolen with the insured device.
5. Consequential loss of any kind.
6. Damage due to gross negligence or willful misconduct.
7. Losses due to riots, war, terrorism, or SASRIA-excluded risks.
8. Devices older than 12 months at policy inception.
9. Damage due to external impacts.
10. Damage covered by a warranty.
11. Theft and related losses.
12. Breakdown of batteries.
13. Software or data loss.
14. Damage from viruses or software installations.