Cellphone, Tablet and Computer Returns & Warranty Policy

This policy applies to cellphones, smartphones, tablets, laptops, desktop computers, modems, data devices and related electronic products purchased from MHC World.

It must be read together with MHC World’s general Returns and Refunds Policy, the applicable manufacturer’s warranty and South African consumer-protection law.

1. Change-of-Mind Returns

A change-of-mind return may be considered within 7 days of delivery or collection, provided that the device:

• Is unused and has not been activated, registered or connected
• Has not had a SIM card inserted, where applicable
• Has not been linked to an Apple, Google, Microsoft or other user account
• Has not had software, applications or data installed
• Is complete and in its original condition
• Includes its original packaging, accessories, manuals and components
• Has matching serial, IMEI and packaging numbers
• Is suitable for resale as new
• Is accompanied by valid proof of purchase

Once a device has been activated, registered, personalised or used, it cannot ordinarily be returned solely because the customer has changed their mind.

This does not affect a customer’s rights where a device is defective, unsafe or fails to meet the standards required by law.

2. Out-of-Box Faults

A new device that appears to be technically defective shortly after delivery or collection should be reported to MHC World as soon as reasonably possible.

The device may need to be inspected by MHC World, the supplier, manufacturer or an authorised service centre to confirm:

• The reported fault
• Whether the fault is hardware or software related
• Whether the device has physical or liquid damage
• Whether the device has been altered, misused or tampered with
• Whether it qualifies under the manufacturer’s early-failure process

Manufacturer early-failure or “out-of-box failure” periods and procedures differ between brands. A manufacturer’s short early-failure period does not remove any statutory rights the customer may have regarding defective goods.

3. Defective Goods and Consumer Rights

Customers retain their rights under the Consumer Protection Act. Where a device is defective, unsafe, of poor quality or not reasonably suitable for its intended purpose, the matter will be handled in accordance with applicable law.

The device may be technically assessed to establish the nature and cause of the fault. The assessment does not remove the customer’s statutory rights.

Where a qualifying defect is confirmed, the available remedy will be provided in accordance with applicable law and may include a repair, replacement or refund.

4. Manufacturer’s Warranty

Devices may carry a manufacturer’s warranty for the period specified by the relevant manufacturer. Warranty periods and procedures vary according to the brand, model and product.

A device may be referred to the supplier, manufacturer or authorised service centre for inspection or repair.

Manufacturer warranties do not ordinarily cover:

• Cracked screens or impact damage
• Scratches, dents, bent frames or damaged ports
• Liquid, moisture or corrosion damage
• Power surges, lightning or incorrect charging equipment
• Misuse, negligence or accidental damage
• Unauthorised repairs, modifications or tampering
• Rooting, jailbreaking or unauthorised software modification
• Malware, viruses or data loss
• Normal battery deterioration or ordinary wear and tear
• Failure caused by incompatible accessories or external devices

5. Physical Condition Requirements

Devices submitted for return or assessment must not show signs of damage unrelated to the reported manufacturing fault.

Examples of physical damage include:

• Cracked or chipped screens
• Scratches, dents or impact marks
• Bent or separated housings
• Damaged charging, USB, HDMI or audio ports
• Broken camera lenses
• Missing serial or IMEI labels
• Liquid indicators showing moisture exposure
• Evidence that the device has been opened or repaired without authorisation

Physical damage does not automatically remove every legal right, but a claim may be declined where inspection confirms that the damage caused or contributed to the reported fault.

6. Cellphones, Tablets and Modems

Before returning a cellphone, tablet, modem or similar device, the customer must, where possible:

• Back up all important information
• Remove the SIM card and memory card
• Remove screen locks and passwords
• Sign out of Apple, Google, Samsung or other linked accounts
• Disable activation locks and device-tracking services
• Perform a factory reset if requested

MHC World is not responsible for the loss of personal data, photographs, contacts, applications or other information during inspection, repair, replacement or reset of a device.

7. Apple Devices

Apple products are subject to Apple’s applicable warranty and service procedures. A device may need to be assessed by Apple or an Apple Authorised Service Provider.

Customers must remove the device from their Apple ID and disable Find My before the device can be sent for service, where requested.

Replacement devices or components may be supplied in service packaging and may be new or equivalent to new in performance and reliability, subject to Apple’s applicable terms.

8. Laptops and Desktop Computers

Unless expressly stated otherwise, computers are supplied with the operating system and software specified in the product description.

Additional software, antivirus protection, subscriptions and data backup remain the customer’s responsibility unless specifically included in the purchase.

Before submitting a computer for inspection or repair, customers should:

• Back up all important data
• Remove confidential information where reasonably possible
• Provide any password required for testing, if requested
• Remove unnecessary accessories and external storage devices

Testing or repair may require the operating system to be reset, reinstalled or restored. MHC World is not responsible for data loss unless otherwise required by law.

9. Software-Related Problems

A software update, reset, restoration or configuration may be performed where the reported issue appears to be software related.

A device is not necessarily defective merely because a problem can be resolved through an authorised software update, reset or configuration.

Where the problem continues after the authorised software process, the device may require further technical assessment.

10. Accessories and Packaging

For an early-failure exchange or change-of-mind return, the complete original contents may be required, including:

• The device
• Original battery, where removable
• Charger, cable and power adapter
• Stylus, antenna or other supplied accessories
• Manuals and documentation
• Original internal and external packaging

The device serial or IMEI number must correspond with the number shown on the packaging and proof of purchase.

11. Proof of Purchase

Proof of purchase is required for a return, exchange, repair or warranty enquiry. This may include:

• An MHC World tax invoice
• An online order confirmation
• A till slip
• Another record that reasonably confirms the purchase

12. Assessment Timeframes

Assessment and repair timeframes depend on the device, manufacturer, supplier, service-centre availability, parts availability, courier delays and public holidays.

MHC World will provide updates where available, but technical assessment and repair completion dates cannot always be guaranteed.

13. Information Required for a Claim

When reporting a fault, please provide:

• Your order number or proof of purchase
• The brand and model 
• The serial or IMEI number
• A clear description of the problem
• Any error messages
• Photographs or videos showing the problem
• Details of any troubleshooting already completed

14. Contact MHC World

To request a return, report a fault or submit a warranty enquiry, contact us:

Email: support@mhcworld.co.za

Telephone: 012 326 6460

WhatsApp: 079 365 5375