Shipping & Return Policy

At Touch Screen ZA, we value your business and aim to provide a seamless shopping experience. Please review our detailed policy below regarding shipping, returns, and exchanges.

1. Shipping Policy

Processing & Delivery Times

• Standard Shipping:

  • Processing: Orders are processed within 1–3 business days.

  • Delivery: Typically 5–10 business days, depending on your location within South Africa.

• Expedited Shipping:

  • Processing: Prioritized processing within 1 business day.

  • Delivery: 2–5 business days.

  • Cost: Calculated at checkout based on package weight and destination.

Order Tracking

Once your order has been dispatched, you will receive an email/WhatsApp confirmation containing your tracking number and a link to the courier’s website. Please allow up to 24 hours for the tracking number to become active on the courier's system.

Incorrect Shipping Addresses

It is the customer's responsibility to provide a complete and accurate shipping address. Touch Screen ZA is not responsible for orders shipped to incorrect addresses provided by the customer. If a package is returned to us due to an incorrect address, the customer will be responsible for the re-shipping costs.

Lost or Damaged in Transit

If your package arrives visibly damaged, please refuse delivery or note the damage with the courier immediately. If a package is lost in transit, please contact us immediately so we can launch an investigation with the courier service.

2. Return Policy

7-Day Satisfaction Guarantee

You have 7 days from the date of delivery to request a return.

A. Returns for "Change of Mind" (Non-Defective Items)

If you are not satisfied with your purchase but the item is fully functional:

• Condition: The item must be unopened, unused, and in its original sealed packaging.

• Restocking Fee: A 10% cancellation/restocking fee will be deducted from your refund to cover administration and handling costs.

• Shipping: The customer is responsible for all return shipping costs. 

B. Defective or "Dead on Arrival" (DOA) Items

If you receive a product that is defective out of the box or incorrect (wrong model/color sent):

• Notification: You must notify us within 48 hours of delivery.

• Shipping: Touch Screen ZA will cover the shipping costs to collect the defective unit and send a replacement.

• Resolution: We will offer a full replacement or a full refund (including shipping) once the defect is confirmed by our technicians.

C. Non-Returnable Items

The following items cannot be returned for hygiene or licensing reasons:

• In-ear headphones/earbuds (if opened).

• Software keys or digital codes.

• Screen protectors & Cases that have been applied or peeled.

3. The Return Process

1. Log Your Return: Contact our support team via email or phone within the 7-day window.

2. Receive Authorization: We will provide you with a Return Authorization Number and the return address. Do not ship items back without prior authorization.

3. Technician Inspection:

   • Upon receipt, our technicians will inspect the device within 3 business days.

   • We strictly check for user-inflicted damage (cracks, water damage, signs of dropping).

   • Note: If a device returned as "defective" is found to be in working order, the 10% restocking fee and return shipping costs will apply.

4. Refunds:

   • Approved refunds are processed within 5–7 business days after inspection.

   • Refunds are automatically issued to the original method of payment.

Warranty vs. Return

• First 7 Days: Covered by this Return Policy (Refunds/Exchanges available).

• After 7 Days: Covered by our Warranty Policy (Repair/Replacement only).

  • Pre-Owned Apple: 4 Months.

  • New Apple: 1 Year.

  • New Samsung/Honor: 2 Years.