Effective Date: 27 August 2026

Company: We Buy Toners (Pty) Ltd
Website: https://webuytoners.co.za/
Telephone: +27 64 542 4495
Email: returns@webuytoners.co.za
Physical Address: Office No. 1, Ramlin Square, 31 Hans Van Rensburg Street, Polokwane Central, Polokwane, 0700, South Africa

We Buy Toners (Pty) Ltd (“We Buy Toners”, “we”, “us” or “our”) is committed to providing customers with quality products and reliable service.

This Returns, Exchanges and Refund Policy sets out the circumstances under which products purchased from us may be returned, exchanged, replaced or refunded.

This policy should be read together with our Terms and Conditions and Privacy Policy.

Nothing in this policy is intended to exclude or limit any rights available to consumers under applicable South African law, including the Consumer Protection Act 68 of 2008 (“CPA”).

1. EXCHANGES ONLY

Our general policy is exchanges only, subject to the eligibility requirements set out below.

Where an exchange is approved, the customer may exchange the product for another product of equal or greater value.

If the replacement product is of greater value, the customer will be responsible for paying the difference in price before the replacement is supplied.

Where an exchange is not possible due to circumstances described in this policy, an appropriate alternative remedy may be offered where required by applicable law.

2. OUT-OF-STOCK PRODUCTS

If a customer places an order for a product that is subsequently found to be out of stock, we will contact the customer where reasonably possible.

The customer may be offered:

• An alternative product of similar value;
• An alternative product of greater value, subject to payment of the difference; or
• A refund where applicable.

Where a refund is due because an ordered product is unavailable and no suitable alternative is accepted, the refund will generally be processed within 7 working days using the same payment method used for the original purchase, where reasonably possible.

Processing times may also depend on the relevant payment provider or financial institution.

3. ELIGIBILITY FOR EXCHANGE

3.1 Exchange Timeframe

Subject to applicable statutory rights, requests for an exchange should be submitted within 10 (ten) working days from the date the customer receives the product.

Customers are encouraged to contact us within 24 hours of receiving an order if the product arrives damaged, incorrect or defective.

Products returned after the applicable exchange period may not be accepted unless the return relates to a statutory consumer right or another remedy required by law.

3.2 Condition of the Product

For an exchange based on the terms of this policy, the product must generally:

• Be unused;
• Be in its original condition;
• Be in its original packaging;
• Have all original accessories, documentation and components;
• Have the original seal intact where applicable;
• Not be damaged, stained, altered or tampered with; and
• Be accompanied by valid proof of purchase.

Products that have been used, damaged, modified or intentionally altered may not qualify for an exchange, except where the customer is exercising a statutory right relating to a defective or non-conforming product.

4. SALE AND SPECIAL-OFFER PRODUCTS

Products specifically identified as sale, clearance or promotional items may be subject to special return or exchange conditions communicated at the time of purchase.

Unless otherwise required by applicable law, sale or clearance items may not be eligible for exchange or replacement.

This restriction does not apply where the customer has a statutory right to a remedy because the product is defective, unsafe, incorrectly described or otherwise does not comply with applicable legal requirements.

5. MISUSED OR PURPOSELY DAMAGED PRODUCTS

We will not accept an exchange or provide a credit where a product has been:

• Misused;
• Intentionally damaged;
• Altered or modified;
• Improperly installed or handled;
• Damaged through negligence;
• Damaged through incorrect use; or
• Damaged after delivery through circumstances unrelated to a manufacturing or product defect.

Where a product is alleged to be faulty, we may conduct a reasonable technical assessment to determine the nature and cause of the fault.

6. FAULTY OR DEFECTIVE PRODUCTS

If you believe that a product is faulty or defective, please contact us as soon as reasonably possible.

Depending on the nature of the issue, we may request:

• The order number;
• Proof of purchase;
• Photographs or videos;
• A description of the problem;
• Product or cartridge information;
• Details regarding installation or use; and
• Other reasonable information required to assess the issue.

Where appropriate, a technical assessment may be conducted remotely for convenience before an exchange, replacement or other remedy is approved.

Where a product is confirmed to be defective or does not comply with applicable consumer-protection requirements, the appropriate remedy will be determined in accordance with applicable law.

7. IMPORTANT – COMPATIBLE CARTRIDGES AND PAGE YIELD

Compatible or remanufactured cartridges may have page yields that vary depending on the printer, printing conditions, document type, print coverage, printer settings and other factors.

A compatible cartridge will not automatically be considered faulty solely because it produces fewer printed pages than an original manufacturer’s cartridge.

Accordingly, a lower page yield alone does not necessarily qualify a compatible cartridge for an exchange or credit, unless the product is otherwise defective or does not comply with applicable legal requirements.

Where a customer believes that a compatible cartridge is defective, the matter may be subjected to a technical assessment.

8. NO CHANGE-OF-MIND RETURNS

Our general policy does not provide for “change of mind” returns.

Customers should ensure that the product ordered is suitable for their printer, equipment or intended use before completing the purchase.

However, nothing in this section is intended to remove or restrict any statutory cancellation, return, refund, exchange or other consumer right that may apply under South African law.

9. HOW TO REQUEST AN EXCHANGE OR REPLACEMENT

Step 1 – Contact Us

Contact our returns department as soon as possible and preferably within 24 hours of receiving your order.

Email: returns@webuytoners.co.za

Step 2 – Provide the Required Information

Please provide:

• Your order number;
• Full name and surname;
• Contact telephone number;
• Proof of purchase, receipt or proof of payment;
• The product you wish to exchange or replace;
• The reason for the exchange or replacement; and
• Photographs or other supporting information where requested.

Step 3 – Follow Our Instructions

Our customer-service team will assess the request and provide instructions regarding the return of the product where an exchange or replacement is approved.

Please do not send products back without first receiving return instructions from us.

10. RETURN OPTIONS

Option 1 – Courier Return

Customers may return approved products using their preferred courier service unless otherwise agreed with us.

Customers are strongly encouraged to:

• Use a reputable courier;
• Obtain a tracking number;
• Keep proof of dispatch; and
• Package the product securely to prevent damage during transportation.

Return Courier Costs

Unless otherwise required by applicable law or agreed by us, the customer is responsible for the cost of returning a product for a general exchange.

Where the return relates to a confirmed defective, incorrect or non-conforming product and applicable law requires us to bear the relevant costs, the appropriate arrangements will be made.

Return Period

Products submitted for a general exchange should reach us within the applicable 10-working-day period.

Products received after the applicable period may be returned to the customer, unless the return is being made pursuant to a statutory right or another remedy that applies.

Processing Time

Once we receive the returned product and complete any required assessment, we aim to process an approved exchange or replacement within 7 working days.

The actual delivery time for the replacement will depend on stock availability and the applicable courier service.

11. CUSTOMER IN-STORE SELF-RETURN

Where in-store returns or exchanges are available, customers may return an eligible product to our designated store or collection location.

We Buy Toners (Pty) Ltd

Address:
Office No. 1, Ramlin Square
31 Hans Van Rensburg Street
Polokwane Central
Polokwane
0700
South Africa

Customers should bring:

• The product;
• The original packaging;
• The original receipt or proof of purchase; and
• Any other information reasonably required to process the exchange.

The product will be inspected to determine whether it meets the applicable exchange requirements.

If the exchange is approved, the customer may select another product of equal or greater value.

Where the replacement product is more expensive, the customer must pay the difference.

The customer may be responsible for applicable return-related costs where the exchange is not due to a defect, incorrect product or other circumstance for which we are legally responsible.

12. EXCHANGE OPTIONS

Where an exchange is approved:

Equal Value

The customer may select another product of equal value, subject to availability.

Greater Value

The customer may select a product of greater value by paying the difference in price.

Out-of-Stock Replacement

If the requested replacement product is unavailable, we may offer:

• Another suitable product;
• An alternative product of equal value;
• An alternative product of greater value, subject to payment of the difference; or
• Another appropriate remedy where required by applicable law.

13. PRODUCTS DAMAGED DURING DELIVERY

Customers should inspect their order as soon as reasonably possible after delivery.

If a product arrives visibly damaged, please notify us as soon as possible and preferably within 24 hours of delivery.

Please provide photographs of:

• The outer packaging;
• Any visible damage;
• The product;
• The product packaging; and
• The delivery label, where applicable.

We may use this information to investigate the matter with the relevant courier or delivery provider.

14. INCORRECT PRODUCT RECEIVED

If you receive a product that is different from the product ordered, please contact us as soon as possible.

We may request photographs and your order information to verify the error.

Where we supplied an incorrect product, we will arrange an appropriate remedy in accordance with applicable law and the circumstances of the transaction.

Where required, we may arrange for the incorrect product to be returned and the correct product to be supplied.

15. PRODUCT COMPATIBILITY

Customers are responsible for checking that a cartridge or other product is compatible with their printer or equipment before placing an order.

Where possible, customers should confirm:

• Printer make;
• Printer model;
• Cartridge number;
• Cartridge type; and
• Any other relevant compatibility information.

If you are uncertain about compatibility, please contact us before placing your order.

A product that was correctly supplied but ordered incorrectly by the customer may not qualify for an exchange under our general exchange policy.

This does not affect any statutory consumer rights that may apply.

16. REFUNDS

Our general policy is to provide exchanges rather than refunds for eligible customer-initiated returns.

However, refunds may be provided where:

• A product is unavailable and no suitable alternative is accepted;
• A refund is required under applicable law;
• We are unable to provide an appropriate replacement where required;
• A transaction is cancelled in circumstances where a refund is legally required; or
• We otherwise agree to provide a refund.

Where a refund is approved, it will generally be processed within 7 working days.

Where reasonably possible, refunds will be made using the same payment method used for the original transaction.

The time taken for the funds to reflect in the customer’s account may depend on the relevant bank or payment service provider.

17. IMPORTANT NOTES

The following conditions are important:

1. Products should be returned in the same condition in which they were received, subject to any rights relating to defective or non-conforming products.
2. Products must not be damaged, stained, altered, tampered with or intentionally misused.
3. General exchange requests should be made within 10 working days of receiving the product.
4. Customers should contact us preferably within 24 hours where an item is damaged, incorrect or suspected to be faulty.
5. Proof of purchase may be required for all exchanges, replacements or refunds.
6. We may conduct a technical assessment where a product is alleged to be faulty.
7. A compatible cartridge producing fewer pages than an original cartridge does not, by itself, establish that the compatible cartridge is defective.
8. Change-of-mind returns are generally not accepted.
9. Customers are responsible for checking product compatibility before ordering.
10. Return courier costs for general exchanges are normally the customer’s responsibility, subject to applicable law.
11. Products returned outside the applicable return period may not be accepted unless a statutory right applies.
12. Nothing in this policy limits any rights available to consumers under applicable South African law.

18. STATUTORY CONSUMER RIGHTS

This policy is intended to operate alongside, and not in conflict with, applicable South African consumer-protection legislation.

Where the Consumer Protection Act 68 of 2008 or any other applicable legislation provides a customer with a right to return, repair, replacement, refund, cancellation or another remedy, those rights will apply to the extent required by law.

Where there is a conflict between this policy and a mandatory legal consumer right, the applicable law will prevail.

19. CONTACT US

For all return, exchange, replacement or refund enquiries, please contact:

We Buy Toners (Pty) Ltd

Returns Department

Physical Address:
Office No. 1, Ramlin Square
31 Hans Van Rensburg Street
Polokwane Central
Polokwane
0700
South Africa

Telephone: +27 64 542 4495
Returns Email: returns@webuytoners.co.za
General Email: sales@webuytoners.co.za
Website: https://webuytoners.co.za/

When contacting us, please include your order number and sufficient information for us to identify your purchase.

© 2026 We Buy Toners (Pty) Ltd. All rights reserved.