Refund and Returns Policy

Returns, Refunds, Cancellations & Exchanges Policy

OEM Distributors (Pty) Ltd
Registration No.: 2021/154450/07
Website: oemd.co.za
Last updated: 31 August 2026

At OEM Distributors, customer satisfaction is important to us. If something is not right with your order, this policy explains how returns, refunds, cancellations and exchanges are handled.

Because OEM Distributors specialises in printers, original toner cartridges, ink cartridges, drum units, printer consumables, office supplies and related products, certain return conditions apply specifically to these products.

Nothing in this policy is intended to limit any rights you may have under the Consumer Protection Act, 2008 (CPA) or other applicable South African legislation.

  1. Return Window

You may request a return within 14 days from the date you receive your order, subject to the eligibility requirements contained in this policy.

Return requests made after 14 days may not be accepted for change-of-mind returns.

This does not affect any additional rights you may have where products are defective, unsafe, incorrectly supplied or otherwise covered by applicable South African consumer protection legislation.

  1. Return Eligibility

For a standard or change-of-mind return to be considered, the product must generally be:

  • In the same condition in which you received it
  • Unused
  • Uninstalled
  • Unopened
  • In its complete original packaging
  • Accompanied by all accessories, manuals and components originally supplied
  • Accompanied by your invoice, order number or other acceptable proof of purchase
  • In a condition suitable for resale

Any manufacturer seals, security seals or protective packaging must remain intact.

Printer Cartridges and Consumables

Due to the nature of printer consumables, toner cartridges, ink cartridges, drum units and similar consumable products generally cannot be returned for a change of mind once their packaging or manufacturer seal has been opened or broken.

This restriction does not apply where the product is confirmed to be defective, incorrectly supplied, damaged on delivery or where you otherwise have a right to return it under applicable law.

Customers are therefore strongly encouraged to verify the printer model, cartridge code, colour and compatibility before opening the product.

If you are unsure whether a product is compatible with your printer, please contact OEM Distributors before opening the packaging.

  1. Order Cancellations

You may request cancellation of an order before it has been dispatched or collected.

Please contact us as soon as possible:

Email: shaun@oemd.co.za
Call Centre: 087 133 0045

Please provide your order or invoice number when requesting cancellation.

Where an order has not yet been dispatched and cancellation is possible, we will process the cancellation and any applicable refund.

If the order has already been dispatched, the cancellation may instead need to be handled as a return after delivery, subject to this policy and applicable law.

Special-order, specifically sourced or customised products may be subject to additional cancellation conditions where permitted by law. Any such conditions should be communicated to you before the order is finalised.

  1. How to Start a Return

To request a return, please contact OEM Distributors within the applicable return period.

Provide:

  • Your name
  • Order or invoice number
  • Product being returned
  • Product code where applicable
  • Reason for the return
  • Photographs of the product and packaging where requested
  • Photographs or video showing any damage or defect, where applicable

Contact:

Email: shaun@oemd.co.za
Call Centre: 087 133 0045

Our team will provide you with return instructions.

Please do not send products back without first contacting OEM Distributors and receiving return instructions.

Products returned without sufficient information or prior return arrangements may take longer to process.

  1. Inspection of Returned Products

All returned products may be inspected before a refund, credit or exchange is approved.

During the inspection, we may check:

  • Product condition
  • Packaging condition
  • Manufacturer seals
  • Serial numbers
  • Cartridge or product codes
  • Accessories and components
  • Evidence of installation or use
  • Evidence of physical damage
  • Compatibility information
  • Reported faults or defects

For allegedly defective printer consumables or equipment, the product may need to be assessed by OEM Distributors, the supplier, distributor, manufacturer or an authorised technical service provider.

This assessment is intended to determine the nature and cause of the reported fault.

  1. Refunds

Once we have received and inspected the returned product, we will notify you regarding the outcome of your return.

Where a refund is approved, OEM Distributors will process the refund using an appropriate payment method, normally the original payment method where reasonably possible.

We aim to process approved refunds within 10 business days after approval.

Please note that banks and payment providers may require additional processing time before the refund appears in your account.

Where applicable:

  • EFT refunds will be paid into a verified bank account.
  • Card refunds may require additional processing time depending on the payment provider and your bank.
  • Promotional discounts will be taken into account, and refunds will generally reflect the amount actually paid for the returned product.

Original delivery charges may not be refundable for change-of-mind returns, subject to applicable law.

Where the return results from an error by OEM Distributors or a qualifying defective or incorrectly supplied product, applicable delivery or return costs will be handled in accordance with South African consumer law.

  1. Faulty or Defective Products

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

Please provide:

  • Your order or invoice number
  • Product name
  • Product code
  • Printer make and model where applicable
  • Description of the problem
  • Photographs or video demonstrating the issue where possible
  • Any printer error messages or diagnostic information where relevant

Printer cartridges, toner cartridges, drum units and other technical products may require testing or assessment before the fault can be confirmed.

Where a product is confirmed to be defective and qualifies for a remedy under applicable law, OEM Distributors will provide an appropriate remedy, which may include repair, replacement or refund, depending on the circumstances and applicable consumer rights.

Where a manufacturer’s warranty applies, we may assist in submitting or directing the warranty claim to the relevant manufacturer, authorised distributor or service centre.

  1. Damaged Products

Please inspect your order as soon as possible after delivery.

If your product arrives visibly damaged, please contact OEM Distributors promptly and provide photographs showing:

  • The outer courier packaging
  • Any damaged packaging
  • The affected product
  • The shipping label where applicable

Please retain the original packaging until the matter has been resolved, as the courier or supplier may require it when investigating the damage.

Where OEM Distributors confirms that the product was damaged before or during delivery and the customer is entitled to a remedy, we will arrange an appropriate replacement, refund or other remedy in accordance with applicable law.

  1. Incorrect Products

If OEM Distributors supplies a product different from the product you ordered, please contact us as soon as possible.

Do not open or install the incorrect product unless instructed to do so.

Where we confirm that the incorrect product was supplied by OEM Distributors, we will arrange for the matter to be corrected and, where appropriate, cover the reasonable cost of returning the incorrectly supplied item.

  1. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Faulty, damaged or incorrectly supplied products: Where OEM Distributors is responsible or the customer is otherwise entitled to a remedy under applicable law, OEM Distributors will arrange or cover reasonable return shipping costs as applicable.

Change-of-mind returns: The customer is generally responsible for the cost of returning the product to OEM Distributors.

Original delivery charges for change-of-mind returns may be non-refundable, subject to applicable South African consumer law.

Customers should follow the return instructions provided by OEM Distributors before arranging their own courier.

  1. Exchanges

Where you would like to exchange an eligible product, please contact OEM Distributors and follow the return procedure described above.

Exchanges are subject to:

  • Return eligibility
  • Product condition
  • Stock availability
  • Price differences
  • Applicable consumer law

If the replacement product costs more than the original product, you may be required to pay the difference before the replacement is dispatched.

If the replacement costs less, any applicable difference will be dealt with according to the agreed exchange arrangement.

If your preferred replacement is unavailable, we may offer an alternative product, store credit where agreed, or an applicable refund.

  1. Non-Returnable Products

Subject to your rights under applicable South African law, the following products will generally not qualify for a change-of-mind return:

  • Toner cartridges with broken manufacturer seals
  • Ink cartridges with broken manufacturer seals
  • Opened printer cartridges
  • Opened drum units or imaging units
  • Consumables that have been installed or used
  • Products damaged through misuse
  • Products damaged through incorrect installation
  • Products damaged through unauthorised modification
  • Products damaged through attempted self-repair
  • Products damaged by an unauthorised third-party repair
  • Digital or downloadable products once supplied, where applicable
  • Products missing original packaging, accessories or components
  • Specially sourced or customised products where applicable and permitted by law
  • Products returned outside the applicable return period for a change of mind

This does not remove any statutory rights you may have regarding defective, unsafe or incorrectly supplied products.

  1. Incorrect Cartridge or Compatibility Purchases

Customers are responsible for confirming product compatibility before opening printer consumables.

Please carefully check:

  • Printer manufacturer
  • Printer model
  • Cartridge code
  • Toner code
  • Drum code
  • Colour
  • Product number
  • Regional compatibility where applicable

If you purchase the incorrect cartridge but the product remains unopened, unused, undamaged and in its original sealed packaging, contact OEM Distributors within the applicable return period and we will assess whether it qualifies for return or exchange.

Once a cartridge or consumable has been opened or installed, a change-of-mind return will generally not be accepted, subject to applicable consumer rights.

  1. Manufacturer Warranty Claims

Certain printers, cartridges, drum units and other products may carry a manufacturer’s warranty.

Manufacturer warranty claims may require:

  • Proof of purchase
  • Product serial number
  • Printer serial number
  • Cartridge code
  • Diagnostic pages
  • Page counts
  • Photographs
  • Error messages
  • Return of the product for assessment

OEM Distributors will provide reasonable assistance with valid warranty claims where appropriate.

Final approval of a manufacturer’s warranty claim may be subject to the manufacturer’s or authorised distributor’s assessment and warranty terms, without limiting any rights you have directly against OEM Distributors under applicable law.

  1. Late or Missing Refunds

If OEM Distributors has confirmed that your refund has been processed but you have not received it within the expected timeframe:

  1. Check your bank account again.
  2. Contact your bank or card provider, as processing times may vary.
  3. If the refund still does not appear, contact OEM Distributors.

Please provide your order or invoice number so we can investigate.

  1. Business, Dealer and Reseller Orders

OEM Distributors supplies individuals, businesses, dealers and resellers.

Certain negotiated, wholesale, dealer, tender, contract or specially sourced orders may be subject to specific written commercial terms.

Where separate written terms have been agreed for a particular transaction, those terms may apply in addition to this policy, subject to applicable South African law.

  1. Your Consumer Rights

Nothing contained in this Returns, Refunds, Cancellations & Exchanges Policy is intended to exclude, restrict or waive any rights that cannot lawfully be excluded under the Consumer Protection Act, 2008, the Electronic Communications and Transactions Act, 2002, or other applicable South African legislation.

Where applicable law gives you greater rights than those stated in this policy, the applicable law will prevail.

  1. Policy Updates

OEM Distributors may update this policy from time to time to reflect:

  • Changes to our products or services
  • Changes to our business operations
  • Changes to suppliers or manufacturers
  • Changes to applicable laws or regulations
  • Improvements to our customer service procedures

The latest version will be made available on our website together with the date it was last updated.

  1. Contact Us

If you have questions about a return, refund, cancellation, exchange or warranty claim, please contact:

OEM Distributors (Pty) Ltd

Website: oemd.co.za
Email: shaun@oemd.co.za
Call Centre: 087 133 0045

Working Hours

Monday to Friday: 09:00 – 16:00

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