Eye Intuition Telecoms is a South African technology and connectivity company providing reliable broadband, IT, networking, security and communication solutions for homes, businesses and organisations. We combine practical technology with professional installation, support and technical expertise to help our customers stay connected, secure and productive.
This policy applies to products purchased through the Eye Intuition Telecoms website or directly from us, as well as applicable installations and services.
Different conditions may apply to physical products, customised or installed equipment, broadband connectivity, VoIP services, managed IT services and other recurring or once-off services.
Nothing in this policy is intended to limit any rights or remedies that consumers may have under applicable South African law.
Customers should inspect products when they are received and notify us as soon as reasonably possible if a product is damaged, defective, incorrect or does not correspond with the order.
Where a return is accepted, the product may need to be returned in an appropriate condition together with its accessories, packaging and proof of purchase, where applicable.
Certain products may be subject to specific manufacturer return or warranty procedures. We will advise customers of the applicable process where necessary.
If we supplied an incorrect product or a product arrives damaged, please contact us promptly so that we can assess the issue and arrange an appropriate remedy.
Customers may be asked to provide photographs or other information to assist with the assessment, particularly where damage occurred during delivery.
Products may be covered by a manufacturer’s warranty. Where a product develops a fault, we may assess the product and, where applicable, facilitate a warranty claim with the manufacturer or authorised supplier.
Warranty periods, exclusions and procedures may differ between manufacturers and products.
Warranty coverage may not apply where a fault results from misuse, accidental damage, liquid damage, unauthorised modification, incorrect installation, electrical damage or other circumstances excluded by the applicable warranty.
Nothing in this section limits consumer rights that cannot legally be excluded.
Where a customer wishes to return a product simply because they have changed their mind, the return will be handled in accordance with applicable South African consumer law and the circumstances of the transaction.
Where a change-of-mind return is legally permitted, the product may need to be returned within the applicable period, in a condition that meets the relevant legal requirements.
Certain products or transactions may be excluded from change-of-mind returns where permitted by law, including products that have been customised, configured specifically for a customer or cannot reasonably be returned in their original condition.
Products sourced specifically at a customer’s request, customised equipment, configured systems and products that have been specially prepared for installation may be subject to different cancellation and return conditions.
Where a product is specially ordered or customised, we will communicate any applicable non-returnable or cancellation conditions before proceeding where reasonably practicable.
Services such as broadband connectivity, VoIP, managed IT, networking, security and surveillance solutions, technical support and installations involve labour, configuration, scheduling and, in some cases, equipment or third-party services.
Once service work or an installation has commenced, charges may apply for work already completed, equipment supplied, configuration performed, travel, labour or other costs incurred on behalf of the customer.
Where a customer cancels an installation or service before work begins, any applicable cancellation conditions will depend on the quotation, service agreement and costs already incurred.
Broadband services are recurring telecommunications services and may be subject to specific service agreements, minimum terms, installation requirements and cancellation notice periods.
Customers who wish to cancel a broadband service must follow the cancellation process specified in their applicable service agreement.
Installation charges, equipment charges, outstanding subscription fees or other agreed charges may remain payable following cancellation where applicable.
VoIP services, including virtual numbers, VoIP lines, hosted PBX extensions and related services, may involve number provisioning, configuration, third-party telecommunications services and recurring charges.
Cancellation and refund conditions for VoIP services will depend on the applicable service agreement and whether the service or number has already been provisioned.
Charges already incurred for activated services, calls, numbers, licences, hardware or configuration may not be refundable where permitted by law.
Once-off technical services, managed IT services, support, consultations and installations may involve allocated technician time, travel, configuration and other resources.
Where work has already been performed, the applicable charges may remain payable even if the customer subsequently requests cancellation, subject to the customer’s rights under applicable law and the relevant agreement.
Where a refund is approved or legally required, we will process the refund using the original payment method where reasonably practicable.
The time required for the refund to reflect may depend on the payment method, banking institution or payment provider.
Where a refund is required because we cannot fulfil an accepted order, the applicable amount paid for that order will be refunded.
Subject to applicable consumer law, refunds may not be available for:
These exclusions do not override any refund, replacement, repair or cancellation rights that cannot legally be excluded.
Where a return is approved, we will advise the customer how the product should be returned.
Where the return is due to an incorrect, defective or damaged product supplied by us, we will determine the appropriate return or collection arrangements in accordance with applicable law.
Where a return is requested for another reason, the customer may be responsible for applicable return or delivery costs where legally permitted and where this has been communicated to the customer.
Returned products must be handled with reasonable care. Where applicable, products should be returned with their accessories, manuals, packaging and other components supplied with the product.
A return does not automatically result in a refund. The product and circumstances of the return may need to be assessed before an appropriate remedy is determined.
To request a return, replacement or refund, contact Eye Intuition Telecoms using the contact details below and provide:
We will assess the request and advise you of the applicable next steps.
Eye Intuition Telecoms operates in accordance with applicable South African legislation, including relevant consumer protection requirements.
Nothing in this Refund & Returns Policy is intended to remove, restrict or waive a consumer right or remedy that cannot legally be excluded.
We may update this Refund & Returns Policy from time to time to reflect changes to our products, services, business practices or applicable legal requirements.
The latest version published on our website will contain the applicable effective date.
If you have a question about a return, refund, replacement or cancellation, please contact us before sending a product back.
Eye Intuition Telecoms (Pty) Ltd
No. 190323, Meyi Village
Sterkspruit, Eastern Cape, 9762
South Africa
Telephone: 087 2653 182 / 060 650 9794
Email:
info@eyeintuition.co.za
Company Registration: 2019/626917/07