Last Updated: June 17, 2025

Return and refunds policy

At Gosca, we strive for your complete satisfaction with our computer and tech hardware products, repairs, installations, and CCTV solutions. This policy outlines our procedures for returns and refunds, in accordance with the Consumer Protection Act (CPA) of South Africa.

Contact Information:

• Phone: 076 481 4165
• Email: jjdye@gosca.co.za
• Address: 27 Erfdeel Crescent, Pellisier, Bloemfontein, Free State, 9301

1. General Conditions for All Returns

• Proof of Purchase: All returns and refund requests must be accompanied by valid proof of purchase (e.g., original invoice, sales receipt).
• Time Limit: All return requests must be initiated within the specified timeframes as outlined below for different scenarios.
• Original Condition: Products must be returned in their original condition, including all packaging, accessories, manuals, and bundled items.
• Inspection: All returned items are subject to inspection by Gosca. We reserve the right to refuse a return if the item does not meet the specified conditions.
• Non-Returnable Items:
  
  • Software products that have been unsealed or activated.
  • Digital products or downloadable content.
  • Services that have been fully rendered and accepted (e.g., completed installations, repairs where the fault has been rectified).
  • Consumables (e.g., printer ink, toner) once opened.
  • Custom-built or specially ordered items, unless defective.
  • Items damaged due to misuse, neglect, accidental damage, unauthorized repair, or acts of nature.

2. Returns of Defective Products (Hardware Sales)

If a new hardware product purchased from Gosca is found to be defective within a reasonable period, typically 6 months from the date of purchase (as per CPA Section 56), you may return it.

• Your Rights (CPA Section 56): If a product is defective, you have the right to choose, within 6 months of purchase, whether Gosca should:
  
  • Repair the product.
  • Replace the product.
  • Provide a full refund for the product.
• Process:
  
  1. Contact Gosca immediately upon discovering the defect via phone or email to report the issue.
  2. Bring the product, along with proof of purchase, to our premises for assessment.
  3. Gosca will inspect the product to confirm the defect. This may involve sending the item to the manufacturer’s authorized service centre for diagnosis.
  4. If the defect is confirmed and not caused by misuse or external factors, we will proceed with your chosen remedy (repair, replacement, or refund) within a reasonable timeframe.
• Manufacturer Warranties: After the initial 6-month period, defects will typically fall under the manufacturer’s warranty. Gosca will assist you in lodging a claim with the manufacturer, but the terms and conditions of the manufacturer’s warranty will apply.

3. Returns for Products Not Defective (Change of Mind, Incorrect Purchase)

We understand that sometimes you might change your mind or purchase an incorrect item.

• Time Limit: You may return a non-defective product within 7 calendar days from the date of purchase.
• Conditions for Return:
  
  • The product must be in its original, unopened packaging.
  • The product must be unused, undamaged, and in a resalable condition.
  • All accessories, manuals, and bundled items must be included.
  • Proof of purchase is required.
• Restocking Fee: Returns under this section may be subject to a restocking fee of up to 15% of the product’s purchase price to cover administration and handling costs.
• Refund: If the conditions are met, Gosca will issue a refund for the product price, less any applicable restocking fee, within 10 business days of receiving and inspecting the returned item. The refund will be processed using the original payment method where possible.
• No Return: If the product packaging has been opened, or the product has been used, we may, at our sole discretion, refuse the return or offer a store credit at a reduced value.

4. Refunds for Services (Repairs, Installations, CCTV)

• Unsatisfactory Service (CPA Section 54): If you are not satisfied with the quality of a service provided by Gosca (e.g., repair, installation) within a reasonable period after completion, you should notify us immediately. Under CPA Section 54, you have the right to demand that we:
  
  • Remedy the defect in the quality of the services performed.
  • Refund a reasonable portion of the price paid for the services, having regard to the extent of the failure.
• Repair Services:
  
  • Our repair services come with a limited warranty on the specific work performed and parts replaced, typically for a period of 30 to 90 days from the date of repair.
  • If the original fault reappears within this warranty period due to our workmanship or a faulty part we supplied, we will re-perform the repair at no additional cost.
  • Refunds for repair services will generally only be considered if we are unable to rectify the fault after reasonable attempts, or if the device is deemed unrepairable and a diagnostic fee was charged without prior disclosure.
• Installation/CCTV Services:
  
  • If an installation is found to be faulty due to Gosca’s workmanship within the warranty period (e.g., 90 days to 6 months depending on the complexity of the installation), we will rectify the issue.
  • Refunds for installation services will be assessed on a case-by-case basis, considering the nature of the defect and the extent of the work completed.
• Diagnostic Fees: Diagnostic fees are generally non-refundable once the diagnostic service has been performed, regardless of whether a repair is subsequently undertaken or the device is found to be unrepairable, unless otherwise agreed or required by law.

5. How to Initiate a Return or Refund Request

To initiate a return or refund request, please follow these steps:

1. Contact Us: Call us at 076 481 4165 or email jjdye@gosca.co.za to explain the issue and request a return/refund.
2. Provide Information: Have your proof of purchase (invoice/receipt), product details, and a clear description of the issue ready.
3. Assessment: We will guide you on the next steps, which may include bringing the item to our premises for inspection or arranging for an on-site visit for service-related issues.

6. Refund Process

• Refunds will typically be processed within 10 business days after the returned item has been inspected and approved, or after a service refund has been agreed upon.
• Refunds will be issued via the original payment method whenever possible. For cash payments, bank transfers will be used.
• Please note that the time it takes for the refund to reflect in your account may vary depending on your bank or payment provider.
  

7. Consumer Rights (South Africa)

This policy is designed to comply with the Consumer Protection Act 68 of 2008 (CPA). Your rights under the CPA are not diminished by this policy.

8. Changes to This Return and refunds policy

Gosca reserves the right to modify or update this Returns and Refunds Policy at any time. Any changes will be posted on our website or communicated to you directly.