Return Policy

Neoware Returns & Refund Policy

At Neoware, we take pride in supplying quality PCs, components, peripherals and accessories. If something isn’t right, we’re here to help.

Return Window

We have a 15-day return policy, which means you have 15 days from the date you receive your item to request a return.

Return Eligibility

To qualify for a return, your item must:

Be in the same condition as received
Be unused and uninstalled
Include all original packaging, accessories, manuals, and cables
Have the original receipt or proof of purchase

Items that show signs of installation, physical damage, tampering, or misuse may not qualify for return.

How to Start a Return

To request a return, contact us at: support@neoware.co.za
Returns must be sent to:
35 Parkiet Avenue, Kempton Park, South Africa
Returns sent without prior approval will not be accepted.
If your return is approved, we will provide instructions for shipping your item back.

Return Shipping

Customers are responsible for return shipping costs unless the item is confirmed faulty or incorrect.
We recommend using a trackable courier service, as Neoware cannot be responsible for items lost in transit.

Damaged, Faulty, or Incorrect Items (DOA)

Please inspect your order immediately upon delivery.

If your item is:

Defective
Damaged
Dead on arrival (DOA)
Incorrectly supplied

You must notify us within 48 hours of receiving the item so we can resolve the issue quickly.

All faulty items may be subject to testing before approval of a refund or replacement.

PC Hardware & Components

Due to the sensitive nature of electronic components, we cannot accept returns on items that have been:

Installed or used beyond initial testing, unless the item is found to be defective
Physically damaged
Overclocked or modified
Returned without original packaging

This includes (but is not limited to):

CPUs
GPUs
Motherboards
RAM
Storage drives (SSD/HDD)
Power supplies

Custom-Built PCs & Special Orders

Custom-built systems and special-order items are non-refundable, unless a hardware fault is confirmed.

Once a PC build has been approved and delivered, returns are not accepted for:

Change of mind
Compatibility issues
Software-related problems

Warranty support will still apply where relevant.

Peripherals & Accessories

Peripherals such as keyboards, mice, monitors, headsets, and accessories may be returned if:

Not used beyond reasonable inspection or testing
In original packaging
In re-sellable condition

For hygiene reasons, opened personal-use items (such as earphones or headsets) may not be eligible for return once opened, unless defective.

Non-Returnable Items

We do not accept returns on:

Sale or clearance items
Gift cards
Software, digital downloads, or license keys
Special-order/custom items
Items damaged through misuse, incorrect installation, or power surges

Exchanges

The quickest way to get a replacement is to return the item (once approved).
After your return is processed, you may place a new order for the desired product.