Returns, Refunds & Warranty Policy

Quick return guide

1. Purpose, scope and interpretation

1.1 This Returns, Refunds and Warranty Policy forms part of the MiHub Online Consumer Agreement and applies to products purchased through MiHub Online.

1.2 In this policy, "MiHub", "MiHub Online", "we", "us" and "our" refer to MiHub Online. "You" and "customer" refer to the person who purchased the product.

1.3 "Business day" means any day other than a Saturday, Sunday or official public holiday in the Republic of South Africa.

1.4 Some products listed on MiHub Online may be sourced from external suppliers, manufacturers, distributors or wholesalers. MiHub Online sells products directly to customers and does not operate as a third-party marketplace. We may need to coordinate with the relevant supplier, manufacturer, distributor or authorised service provider when assessing returns, warranty claims, stock availability, repairs or replacements.

1.5 If any part of this policy conflicts with applicable South African law, the law will apply. Nothing in this policy excludes, limits or waives your rights under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other applicable law.

2. Order cancellations before delivery

2.1 You may request cancellation of an order before it has been dispatched or handed to a courier. If the cancellation is approved, we will refund the eligible amount to the original payment method.

2.2 Once an order has been dispatched or handed to a courier, it can no longer be cancelled as a pre-delivery cancellation. You may still log a return after delivery in line with this policy.

2.3 If a product is unavailable or we are unable to fulfil your order, we will notify you and process the applicable refund as required by law.

3. Products that are not eligible for change-of-mind returns

3.1 The products below may not be returned simply because you changed your mind, unless they are defective, damaged on delivery, incorrectly supplied, or a return is required by law:

• Perishable, temperature-sensitive or short-dated products.
• Products made, personalised, customised, altered or manufactured to your specifications.
• Digital products, digital keys, gaming codes, software downloads, subscriptions, licences, vouchers and gift cards once issued or redeemed.
• Sealed hygiene-sensitive or health/safety-sensitive products once unsealed or used, where returning them would create a hygiene or safety risk.
• Software, media or similar products where the seal has been broken or the product has been activated.
• Products that have been installed, assembled, altered, damaged, used beyond reasonable inspection, or combined with other goods in a way that prevents resale.
• Products returned without essential accessories, serial-number labels, manuals, certificates, parts or proof of purchase, unless the missing item was not supplied to you.

3.2 Sale, discounted or clearance products are still covered if they are defective, unsafe, incorrectly supplied or damaged on delivery. A discount does not remove your statutory rights.

4. How to log a return

4.1 To request a return, use the return option in your MiHub Online account or order history, where available. If the return option is not available, contact MiHub Online support at info@mihubstore.co.za and include your order number.

4.2 Your return request should include the product name, order number, reason for return, clear photos or videos where relevant, and a description of the issue.

4.3 After receiving your request, MiHub Online will confirm the next steps, including whether collection, drop-off, assessment, repair, replacement or refund is appropriate.

4.4 Where courier collection is arranged, collections will generally take place between 08:00 and 17:00 on business days, subject to courier availability and service coverage.

4.5 You must attach the return waybill supplied by MiHub Online and ensure the product is safely packaged to prevent damage in transit.

5. Condition of returned products

5.1 Unless the return is for a confirmed defect, delivery damage or incorrect item, products must be returned unused, in a condition reasonably suitable for resale, and with all original packaging, manuals, accessories, tags, labels, chargers, cables, certificates and free gifts included.

5.2 You may open packaging only to the extent reasonably necessary to inspect the product. Using the product beyond reasonable inspection may reduce or remove your entitlement to a change-of-mind refund.

5.3 If a product is returned incomplete, damaged, used, missing accessories or not safely packaged, MiHub Online may reject the return, deduct a reasonable amount from the refund, or charge re-collection/re-delivery fees where permitted by law.

6. Return categories

6.1 Wrong product delivered

6.1.1 If we deliver the incorrect product, please notify us as soon as possible and preferably within 7 days of delivery.

6.1.2 Once confirmed, MiHub Online will arrange collection at no cost to you and will, depending on availability and your preference where applicable, deliver the correct product, exchange the product or refund you.

6.2 Unwanted products / change of mind

6.2.1 For eligible online purchases, you may return an unwanted product within 7 days after receiving it, provided the product is complete and in the condition required by this policy.

6.2.2 For change-of-mind returns, MiHub Online may charge or deduct the direct courier cost of returning the goods, and any other charge only where allowed by law and clearly disclosed.

6.2.3 If the return is approved after inspection, the eligible refund will be processed to the original payment method.

6.3 Products damaged on delivery

6.3.1 Please inspect your order on delivery. If damage is visible, record it with the courier where possible, take photos of the product and packaging, and notify us immediately.

6.3.2 If you discover damage after delivery, notify us as soon as reasonably possible and provide photos of the product, packaging and courier labels.

6.3.3 If delivery damage is confirmed, MiHub Online will arrange collection at no cost to you and will process an exchange, replacement or refund, depending on the circumstances and product availability.

6.4 Defective, unsafe or poor-quality products

6.4.1 If a product is defective, unsafe, not of good quality, not in good working order, or not reasonably fit for its intended purpose, you may have statutory remedies under South African law.

6.4.2 Where the Consumer Protection Act applies, defective or unsafe goods may be returned within 6 months of delivery without penalty and at our risk and expense. Subject to assessment, you may choose a repair, replacement or refund where the law allows this choice.

6.4.3 MiHub Online and/or the relevant seller, distributor or manufacturer may inspect and test the product before confirming the remedy.

6.4.4 For certain supplier-sourced products, including technology, electronics and appliance products, the product may need to be inspected, tested or assessed by MiHub Online, the relevant supplier, distributor, manufacturer or an authorised service provider before a repair, replacement, refund or credit can be confirmed. Any assessment process will not limit your rights under applicable South African consumer law.

6.4.5 If no defect is found, or if the defect was caused by misuse, neglect, accidental damage, water damage, power surges, improper installation, failure to follow instructions, unauthorised repairs or alterations, the return may be declined and you may be charged for collection, inspection and re-delivery where permitted by law.

6.5 Dead on arrival / early failure products

6.5.1 If a product appears to be defective, non-functional or materially faulty shortly after delivery, you must notify MiHub Online as soon as reasonably possible and preferably within 7 days of delivery. MiHub Online may require the product, original packaging, accessories, manuals, cables, chargers and proof of purchase to be returned for assessment. Where the fault is confirmed, MiHub Online will arrange the appropriate remedy, which may include repair, replacement, exchange, refund or supplier-authorised credit, depending on the product, stock availability, warranty terms and applicable law.

7. Exchanges

7.1 Exchanges are subject to stock availability and may be limited to the same product, size, colour, model or a suitable equivalent.

7.2 If an exchange is not available, MiHub Online will process the applicable refund or alternative remedy in line with this policy and applicable law.

8. Bundled products, free gifts and promotional items

8.1 If a product was sold as part of a bundle, kit, promotion or multi-item offer, all components, accessories and free gifts must be returned together unless MiHub Online agrees otherwise.

8.2 If any bundle component is missing, damaged or used beyond reasonable inspection, MiHub Online may reject the return or deduct the value of the missing or affected component from the refund where permitted by law.

9. Refunds, fees and deductions

9.1 Refunds are processed only after MiHub Online has approved the return or cancellation, unless the law requires a different process.

9.2 Approved refunds will be paid to the original payment method or account used for the purchase, unless another method is required by the payment provider or applicable law.

9.3 Where the return is due to a confirmed wrong item, delivery damage or defect, MiHub Online will not charge you the return courier cost.

9.4 Where the return is for change of mind or another customer-responsible reason, MiHub Online may deduct the direct cost of returning the product and any reasonable amount for missing accessories, damage, use or reduced resale value, where permitted by law.

9.5 MiHub Online aims to process approved refunds within 10 business days of return approval. Payment providers, banks and instalment providers may take additional time to reflect the refund. Where the law requires a shorter or longer period, the legal period will apply.

9.6 If you paid using a voucher, store credit, loyalty points, instalment facility or third-party payment provider, the refund may be processed according to the rules of that payment method.

10. Warranties

10.1 Statutory implied warranty

10.1.1 Products may be covered by statutory warranties and remedies under South African law. This policy does not replace or reduce those rights.

10.1.2 If a product is repaired and the same defect, failure or unsafe condition reappears within the period required by law, you may be entitled to a replacement or refund as required by law.

10.2 Manufacturer, supplier and extended warranties

10.2.1 Some products may be subject to the warranty procedures of the relevant supplier, distributor, manufacturer or authorised service provider. These procedures may include technical testing, diagnostic assessment, repair approval, replacement approval or credit authorisation before a remedy is issued. Repair and assessment timelines are estimates only and may vary depending on product type, parts availability, supplier processing times and courier logistics.

10.2.2 Extended or manufacturer warranties are subject to their own terms and conditions. MiHub Online may help facilitate a warranty claim where practical, but the remedy may be provided directly by the manufacturer, seller or warranty provider.

10.2.3 Where a direct manufacturer warranty applies, you may be asked to deal directly with the manufacturer for assessment, repair or replacement. MiHub Online will provide reasonable support and contact details where available.

10.2.4 Where a product is discontinued, end-of-life, unavailable or no longer repairable, MiHub Online may, where permitted by law and subject to supplier or manufacturer authorisation, offer a suitable replacement, equivalent product, refund, store credit or supplier-authorised credit. Any remedy will be handled in line with applicable law and the relevant warranty terms.

10.3 Warranty exclusions

10.3.1 Unless the law requires otherwise, warranties generally do not cover:

• Normal wear and tear.
• Consumables such as batteries, bulbs, filters and similar parts, unless they fail prematurely due to a defect.
• Damage caused by misuse, neglect, incorrect installation, failure to follow instructions, power surges, water damage, accidental damage or external causes.
• Products with removed, altered or defaced serial numbers, warranty seals or identification labels.
• Products that have been opened, modified, serviced or repaired by an unauthorised person.
• Software, digital downloads, licences, subscriptions and activated digital products, except where the law requires a remedy.

11. Rejected returns and failed collections

11.1 If a return is rejected after assessment, MiHub Online will explain the reason and may return the product to you.

11.2 If a courier collection fails because the product is not ready, the address is incorrect, the customer is unavailable or the waybill is missing, MiHub Online may charge a reasonable re-collection fee where permitted by law.

11.3 If you do not collect or accept re-delivery of a rejected product within a reasonable time after being notified, storage fees or further delivery fees may apply where permitted by law.

12. Customer responsibilities

12.1 You are responsible for using, storing, charging, installing and maintaining products according to the manufacturer's instructions and any warnings supplied with the product.

12.2 You must keep proof of purchase and provide it when requesting a return, refund, exchange or warranty claim.

12.3 You must not continue using a product once you become aware of a defect or safety issue, as further use may cause damage and affect the assessment.

12.4 You must remove personal data, passwords, memory cards, SIM cards and private information from devices before returning them, where possible. MiHub Online is not responsible for loss of data unless the law provides otherwise.

13. Limitation of liability

13.1 To the fullest extent permitted by South African law, MiHub Online will not be liable for indirect, incidental, special or consequential losses arising from a product, website use, delayed return process or rejected return.

13.2 Nothing in this policy limits liability that cannot lawfully be limited, including your statutory consumer rights or any remedy that must be provided under applicable law.

14. Contact and policy updates

14.1 For returns, refunds, exchanges and warranty claims, contact MiHub Online at info@mihubstore.co.za.

14.2 MiHub Online may update this policy from time to time. The version published on the MiHub Online website at the time of your purchase will generally apply to that purchase, unless a later version is more favourable to you or the law requires otherwise.