Answers, up front.

Some available products may be sourced from supplier stock rather than held at our premises. Availability can change. If you need an item urgently or in a specific quantity, contact us before ordering so we can confirm availability and the estimated delivery timeframe.

We will contact you if we cannot fulfil your order as placed. We can discuss an alternative or refund the unavailable item. We will not substitute a different model, colour or specification without your agreement.

Check the exact model, selected colour or variant, quantity, dimensions, connectivity, compatibility and listed box contents. Review the delivery estimate and returns conditions, then confirm your email, telephone number and delivery address at checkout. If anything is unclear, ask us before purchasing.

Email support@neoware.co.za with your order number and requested change as soon as possible. Changes depend on your order’s status. A parcel already dispatched may not be stoppable, in which case the applicable returns process will apply. Your statutory cancellation and return rights remain unaffected.

Contact sales@neoware.co.za with the product links and quantities. We can confirm availability and estimated delivery before you commit. An item is not reserved and a restock date is not guaranteed unless we have confirmed it to you.

Use the payment options displayed at checkout. Available methods may depend on the payment provider and your order. Full payment must be confirmed before processing begins. Never send your card number, PIN, password or one-time banking code by email.

Prices are shown in South African Rand (ZAR) unless otherwise stated. Review the final checkout total, including delivery and any applicable charges, before paying. Promotions and prices can change; the checkout shows the offer for your order.

Check your spam folder and the email address used at checkout. If you still cannot find the confirmation, contact support@neoware.co.za with your name, payment time and transaction reference. Avoid paying again until the first payment has been checked.

Contact support@neoware.co.za with your order number and the billing details you need reflected. Keep your order confirmation and proof of payment for support or return requests. Do not include confidential banking information.

Payments are handled by integrated third-party payment providers. NEOWARE does not store your full credit or debit card details on its servers. See our Privacy Policy for information about payment and order data.

Our general estimated delivery window is 2–12 business days from purchase, including processing, unless a different timeframe is disclosed for your order. Delivery times may vary by item and destination. Contact us before buying if you need delivery by a particular date.

Yes. The 2–12 business-day estimate covers the total time from purchase to delivery, including processing. It is not an additional 2–12 days after dispatch.

For our order processing and general delivery estimates, business days are Monday to Friday, excluding South African public holidays. Orders placed over weekends or public holidays are processed on business days. A courier may operate additional days, but you should not rely on weekend delivery unless specifically confirmed.

Tracking details are sent once your order is dispatched. Your order confirmation and dispatch notification are separate. If you need an update before receiving tracking, email support@neoware.co.za with your order number.

We currently deliver within South Africa using third-party courier partners. Available delivery options are shown for your address at checkout. Outlying areas may take longer. Contact us before ordering if checkout cannot offer delivery to your address.

Your delivery fee and any free-delivery promotion are shown at checkout. Charges can differ by product group and destination. Orders containing products from different shipping groups may have combined delivery charges. Review the final total before paying rather than relying on a promotion shown for a different product.

Available delivery options are shown at checkout. If you need an item by a specific date, contact us before ordering to confirm whether that deadline can be met. Do not assume a faster delivery option guarantees next-day arrival.

Your order may arrive in more than one parcel. Check your dispatch notices and tracking details for each parcel. If something appears missing, compare the contents with those notices and contact us for assistance.

Contact support@neoware.co.za immediately for an address change. Changes depend on the dispatch status and may involve courier costs. Collection is only available if offered at checkout or confirmed by us in advance; a support or returns address is not an invitation to arrive without an appointment.

Follow the courier's notification and contact us if you need help. Correct address details and an available recipient help prevent failed attempts. Additional charges may apply for redelivery or reshipment caused by incorrect details or an unavailable recipient; we will explain any applicable charge.

Check the courier tracking page, then email support@neoware.co.za with your order number and tracking reference. We will investigate and discuss the next steps. Delivery dates are estimates; a delay does not remove your applicable cancellation or refund rights.

Inspect the outer box, product model, colour, contents and visible condition promptly. Keep packaging, labels and accessories while checking the order. Photos of any damage or missing items help us investigate. An unboxing video can help, but it is not a condition of your statutory rights. High-value deliveries may require a signature.

Yes. Send sales@neoware.co.za the product link and the exact model numbers of your existing hardware or device, plus what you want to achieve. A general description such as “gaming PC” is not enough to verify compatibility. Tell us about any essential feature before purchasing.

Compare the processor socket, motherboard CPU-support list and required BIOS version. Check the supported memory generation, module type, capacity and configuration. Physical fit alone does not establish support. Use the exact manufacturer's specifications or ask us to help verify the combination.

Check graphics-card length, height and thickness against case clearance, including installed fans or radiators. Confirm the power supply's capacity and required connectors, motherboard and case form factors, and cooler clearance. Do not reuse modular power-supply cables unless the manufacturer explicitly confirms compatibility.

Check the device's supported drive interface, physical size, slot type and capacity limits. Confirm whether any required enclosure, adapter or cable is included. Similar-looking connectors do not always support the same storage protocol; send us the exact computer or motherboard model if unsure.

Check the listed operating systems, connection modes and platform support for the exact model. Bluetooth, USB and wireless receivers are not interchangeable guarantees of compatibility. Software, lighting controls, remapping and other features may have different support on PC, Mac and consoles.

Check the resolution, refresh rate, size, mounting requirements and available ports. Your computer, graphics output and cable must support the mode you want to use. Confirm which cables are included and check the exact model's pixel and warranty terms if these affect your purchase.

Use the written bundle contents and your selected variant as the reference. Lifestyle images may show a desk, monitor, stand or other accessories that are not included. Check whether games are discs or codes and whether required cables, docks or receivers are listed. Ask us to clarify any discrepancy before buying.

Follow the manufacturer's instructions and use professional help if you are unsure. Check the item before fitting it, avoid force, and use the correct power connections and firmware for the exact model. Damage caused by incorrect installation, liquid, power surges or modification may not be covered. Ordinary installation does not automatically remove statutory protection for an unrelated defect.

Check the correct input or connection mode, charging, cables and basic setup instructions. If safe, try a compatible port or device and record the fault. Contact support before taking anything apart or attempting risky repairs. Stop using equipment that smells burnt, becomes dangerously hot or has a swollen battery. Back up personal data before sending storage devices or systems for assessment.

Our returns policy provides a 15-day request window from delivery, subject to the applicable product conditions. Keep the item in its received condition with packaging, accessories and proof of purchase. Hardware should generally be unused and uninstalled; our policy allows reasonable inspection or testing for eligible peripherals. Ask us before opening or installing an item you may not want. This voluntary policy does not limit separate statutory rights.

Email support@neoware.co.za with your order number, product and serial number if available, the reason for return, and clear photos or a description of the fault. Request return instructions before shipping so we can identify the parcel and confirm the correct destination. See our Returns & Refund Policy.

Contact us promptly, preferably within 48 hours of delivery, with your order number and available photos. Keep the packaging and stop using a damaged or unsafe item. This reporting request helps us investigate delivery issues quickly; it does not cut short your statutory rights if a defect is discovered later.

For an eligible change-of-mind return, you generally pay the return courier cost. For confirmed faulty or incorrectly supplied goods, we cover applicable return costs in accordance with our policy and the law. Contact us first to arrange the appropriate return method. Use protective packaging and a trackable service where you arrange shipping.

Keep and include the original packaging, manuals, cables, receivers, docks and other supplied items wherever possible. This is important for change-of-mind eligibility and safe transport. If an item is faulty and you no longer have its packaging, contact us: missing packaging alone does not automatically remove statutory defect rights.

Our voluntary change-of-mind policy has restrictions for sale or clearance items, opened personal-use products, gift cards, software or licence keys, and genuinely custom items. Check before opening, activating or redeeming anything. These restrictions do not exclude rights that apply by law, including qualifying defective-goods claims and applicable online cooling-off rights.

Where section 44 of the Electronic Communications and Transactions Act applies, qualifying online purchases of goods have a seven-day cooling-off period from receipt. Statutory exceptions apply, including certain personalised goods and unsealed software. The direct cost of returning qualifying goods may be payable by you. Contact us to exercise this right; our voluntary policy does not replace it.

We assess returned items and notify you of the outcome. Approved refunds are made to the original payment method. Our policy gives an indicative 5–14 business days for refunds, depending on the bank or payment provider, subject to applicable legal deadlines. Send us your return reference if you need an update. We do not promise an instant refund before the relevant assessment.

For a voluntary exchange, contact us first; our policy generally uses an approved return followed by a new order. Faulty-product remedies are handled separately under applicable law. Original delivery charges are generally not refunded for voluntary change-of-mind returns, except where our policy or the law requires otherwise.

The applicable manufacturer warranty depends on the exact product and is additional to statutory rights. Where the Consumer Protection Act applies, qualifying defective, unsafe or poor-quality goods can be returned within six months of delivery for the consumer's choice of repair, replacement or refund, subject to the Act. Contact NEOWARE for warranty assistance and the next steps for your product.

A reported fault may need inspection and testing. We will explain the assessment process and provide updates; there is no single guaranteed testing period for every product. Tell us when the fault occurs and include any error messages. Assessment must not be used to remove or unreasonably delay applicable consumer remedies.

Contact us so we can distinguish a setup issue, an incorrect recommendation, a product defect and damage caused after delivery. A working product chosen in error is usually considered under the applicable change-of-mind or cooling-off rules. Damage caused by misuse or incorrect installation may fall outside warranty cover, but does not justify rejecting an unrelated valid statutory claim.

For orders, delivery, returns and warranty assistance, email support@neoware.co.za. For product guidance, email sales@neoware.co.za. Include your order number where relevant. We aim to respond within 24 hours; weekends, public holidays or detailed investigations may take longer. You can also use our Contact Us page.

We use relevant details to process orders, arrange delivery, provide support, manage returns and protect against fraud. Information may be shared with Shopify, payment providers, couriers and other service providers as described in our Privacy Policy. We do not sell your personal information.

Use the unsubscribe link in marketing emails to stop promotional messages. Essential order and service messages may still be needed. Email support@neoware.co.za to request access to, correction of or deletion of your information where applicable. Some records must be retained for legal or operational reasons.

Read our Shipping Policy, Returns & Refund Policy, Terms of Service and Privacy Policy. This FAQ explains the practical process and does not exclude rights under applicable South African law. Contact us before ordering if any wording is unclear.