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Returns & Warranty - MediaBox
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Returns & Warranty

7 Day Dead on Arrival (DOA) Guarantee

 

 If your item arrives damaged or is not working, please follow the warranty process and contact our Support Centre for RMA authorization within 7 days of the order being received. After returning the product to the address provided by our support team, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at Mediabox. 

 

SPECIAL NOTE: Customers must first send a clear photo or video of the damaged or defective product and the shipping packaging before we can consider issuing RMA authorization. Please use good lighting, and a close to medium distance, so we can identify and verify the issue(s). Attachment size must be under 2MB for the Support Centre, please send larger attachments to: support@mediabox.co.za. 

 

After Mediabox has received the returned product and confirmed the product is faulty, the return shipping cost will be refunded based on a valid return receipt. For example if the return shipping fee is R 100.00, Mediabox will refund the same amount of R 100.00 to the customer. If our technical team determines the item is not DOA , Mediabox will not compensate the return shipping fee. Refund requests for a return shipping fee without a valid RMA return receipt slip will not be accepted. 

 

Product returns must be via one of Mediabox’s approved shipping methods; our Support Centre can provide you with further details. 

30 Day Unconditional Refund Guarantee for Unopened & Unused Items

 

If for whatever reason you do not want your item within 30 days of receiving it, you may also contact us for a return and refund. Kindly note that in such cases the return shipping fee is the customers responsibility and is non-refundable. Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund. 

 

Note that the returns shipping fee is non-refundable and products must be returned unopened and unused for a refund. 

45 Day Money Back Guarantee

 

For most items, in the unlikely situation that your product is faulty, you can send it back for a refund or item exchange within 45 days of receiving it. Return shipping reimbursement is not available for this. 

One Year Repair Warranty

 

Unless otherwise noted on the product page, the default product warranty period is one year starting from the date you receive the goods, during which you are eligible for free repair. Any free repair needs to be confirmed with the manufacturer via Customer Service. Customers must pay the shipping fees for returning the item accordingly, while we will cover the shipping fees to send the repaired item back to the customer. If the buyer has damaged/misused the item(s), it will not be eligible for free repair, however customers can return it at their own cost and pay a fee for the repair. Return shipping fees will be the customers responsibility in such cases. 

Warranty Exemptions & Notes

 

Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer’s responsibility and is not covered by our warranties. If the customer has damaged/misused the item(s), the product’s warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them. 

 

The customer voids the warranty if they: 

– Flash the firmware of a device or root a device – Open the body in an attempt to fix the device – Modify, remove, customize, or swap parts of the product – Use the device in a way that it is not originally intended for – Continue to use the item once a fault occurs and causes more damage 

 

All returns must first be authorized by Mediabox’s Support Team prior to return. Please kindly refer to the following steps in ” How to a request warranty” below. For incomplete warranty requests, Mediabox reserves the right to refuse any compensation. If the customer has returned the package without prior authorization (RMA form), sends to the wrong address, returns an incorrect item, or submits an empty package, then again Mediabox reserves the right to refuse any compensation. 

 

All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, Mediabox will offer an alternative solution. 

 

SPECIAL NOTE: The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 7-day DOA situations. During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases, we will deduct the customs fees from your authorized refund amount.

 

Mediabox will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer’s responsibility and are at their own expense.

How to Request Warranty (Return, Repair & Refund)

 

If your item has an issue, please first submit a ticket to our Support Centre. Carefully follow our warranty process to minimize any delays: 

Describe the problem with your item in detail: What happened? When? How? Please state your full order number & product code (SKU number). 

Tell us what steps you have already taken to resolve the issue. 

Provide the item code indicated on the outer packaging. 

Send a clear photo or video showing the defect(s); these should be taken under good lighting. 

 

SPECIAL NOTE: Photos/videos should be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.

Missing Item(s), Wrong Item(s) or Incorrect Package Sent

 

Please be sure to open the parcel and carefully check the contents before signing for the package. 

For any issues, please carefully follow our warranty process to minimize any delays:  

Contact our Support Centre with your order number and the product code (SKU number). 

Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received. 

 

POSSIBLE SOLUTIONS:

– If there is an item missing, we will resend the missing item/accessory for free within the warranty period. – If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). Mediabox will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.

Returns & Compensation Process

 

If you have any after sales issues, please contact our Support Centre directly and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it to. 

 

This following section describes the processing time required upon receiving your returned item. 

EXCHANGES: the processing time will be between 3-6 business days, upon receiving your item, and depending on stock availability. 

 

REFUNDS: the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned item. After this the refund time will depend on the payment method. Please see below for details: 

– PayPal refunds may take up to 48 hours to process and appear in your account. 

– Credit card refunds take between 7-14 business days to reflect in your account. Delays depend on credit card company & any intermediaries. 

 

REPAIRS: will take between 7-14 business days depending on the item and the manufacturers stock of spare parts. Mediabox’s dedicated Customer Service agents will keep you updated on the repairs process via the ticket system. 

Lifetime Technical Support

 

Reliable, helpful and flexible, Mediabox offers basic technical support over the lifetime of your products.

Buy with confidence and enjoy the support you deserve. 

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