RETURN & REFUND POLICY

20percent is committed to providing you with the best shopping experience and customer service to ensure your satisfaction and trust. This Return & Refund Policy is designed to protect your rights while also reflecting the operational costs involved in handling orders. Please read carefully. Only one return or exchange is allowed per order.

HOW TO INITIATE AN EXCHANGE / RETURN REQUEST

✔ Exchanges or returns must be initiated within 14 natural days from the date of receipt.

✔ Order reference is required for all return/exchange requests.

✔ For defective items, please attach a photo or video clearly showing the defect.

✖ Requests without an order reference will not be processed.

ELIGIBILITY FOR RETURNS

To be eligible for a return, your item must:

✔ Be undamaged and unused, with original tags, packaging, and stickers intact, so that it does not affect resale;

✔ Include all accessories and parts;

✔ Be unwashed and unwetted.

✔ For pre-owned phones, you must provide:
 • A complete unboxing video taken when the package was received, to show the condition of the device and accessories.
 • A reason for the return or exchange, explaining why it is being requested.

Note: 20percent reserves the right to refuse returns that do not meet these criteria.

NON-RETURNABLE CONDITIONS

The following will not be considered defects and are not eligible for refund or exchange:

✖ Normal wear and tear;

✖ Damage due to failure to properly care for the product;

✖ Damage caused by unauthorized alterations or modifications;

✖ There are any physical alterations.

✖ Accidental damage has occurred.

✖ There is evidence of abuse, negligence or user tampering/error.

✖ Lightning, water/liquid or infestation damage is evident. This includes devices that have an IP rating.

✖ Cracked screens or visible signs of the unit having been dropped or damaged.

✖ Incorrect or incompatible components such as the power cord, charger or factory-fitted plug are used with the product you purchased from 20percent.

PARTIAL REFUNDS

In certain cases, only partial refunds will be issued:

✔ Items not in their original condition, damaged, or missing parts due to no fault of 20percent;

✔ The item is returned within 14 calendar days after delivery.

ORDER CANCELLATION & MODIFICATION

• Customers may modify order information (e.g., color, size) free of charge within 24 hours of placing the order.

• Cancellation requests are subject to a 10% handling fee, which covers:
 • Payment processing fees (4–6%)
 • Warehouse handling, order preparation, and logistics costs

• If the order has already been shipped, cancellation is generally not possible. If the customer insists on canceling, the 10% fee will still apply and be deducted from the refund.

Note: These fees are in place to cover unavoidable operational costs and are legally enforceable under South African consumer protection regulations for business-to-consumer transactions.

ADDITIONAL NOTES

• Refunds will be processed via the original payment method after inspecting the returned items.

• Customers are responsible for the return shipping unless the item is defective or incorrectly sent.

• 20percent reserves the right to update this policy at any time, in accordance with South African consumer laws and regulations.