Warranty Terms and Conditions

1. Warranty Coverage All Duetech products are covered under a 1-year carry in warranty (unless otherwise specified) from the date of the invoice issued by Duetech. This warranty covers defects in materials or workmanship under normal use and service during the warranty period.
2. Warranty Returns Process
   • Required Documentation: To initiate a warranty return, the invoice or the invoice number for the item(s) being returned is required. No warranty returns will be accepted without a physical copy of the invoice or at a minimum, the invoice number corresponding to the original purchase.
   • Booking and Testing Process: Once the product is received at Duetech Returns Department, it will be booked into the RMA (Return Merchandise Authorization) system. The unit will undergo testing for a period of 72 business hours (3 business days). After testing, the customer will be contacted with feedback regarding the status of the unit.
   • Job Card Reference: Upon booking in a product for warranty return, the customer will be issued a Repair Order number, which must be referenced in all subsequent communications regarding the return.
3. Customer Responsibilities
   • Carry-in Warranty: This is a carry-in warranty, meaning that the customer is responsible for the return of any defective products to Duetech, as well as for the associated transport costs.
   • Collection of Repaired or Replaced Items: If a product is repaired or replaced, the customer is responsible for collecting the item from our office where it was serviced. Duetech will not cover the costs of transport, and it is the client’s responsibility to arrange for the return or collection of any warranty items.
4. Repair or Replacement
   • Discretionary Repair or Replacement: Duetech will, at its sole discretion, either repair or replace a product that is found to be defective during the warranty period.
   • Repair vs. Replacement: If a unit can be repaired, it will be repaired rather than replaced. Duetech will not replace a product with a new one if it can be repaired.
   • Exclusions: Duetech will not repair items that are out of warranty, warranty void, or send such items back to the supplier for repairs.
5. No Loan Units Provided
   • Duetech does not provide loan units. If the customer requires a replacement unit while their item is being repaired or replaced, they must purchase and pay for a new unit.
   • Supplier Returns: If a unit needs to be sent to the manufacturer or supplier for repair, Duetech will handle the return at its expense. However, if the client wishes to have a replacement unit in the meantime, it must be purchased at the customer’s cost.
6. Repair Time Estimates
   • Estimated Repair Time: Our Estimated TAT for repairs can take up to 21 days. If the unit is over TAT (Turn Around Time), the unit will be replaced.
7. Data Loss Disclaimer
   • Data Responsibility: Duetech will not be held responsible for any loss of data during the repair or replacement process. It is the responsibility of the customer to ensure that all data is properly backed up before returning any product for service. Duetech assumes no responsibility for data recovery or the loss thereof.
8. Replacement of Faulty Units
   • Deemed Faulty: In the event that a returned unit is confirmed to be faulty, Duetech will issue a replacement of the same or a similar specification unit.
   • No Refunds: Duetech will not provide refunds for any equipment returned after 6 months from date of purchase, regardless of whether it is damaged or faulty. The only remedy available is repair or replacement under the terms outlined in this warranty.
   • Refunds: Faulty Items returned within 7 days after purchase will be replaced or credited. Faulty items returned after 7 days of purchase will be repaired or replaced.
9. Uncollected Repaired/Replacement Units
   • If a repaired or replaced unit is not collected by the customer within 30 days of being notified of its availability, Duetech reserves the right to sell the item to defray the costs associated with its repair or replacement.
10. Exclusions to Warranty
    • Battery Warranty: Batteries do not carry any warranty whatsoever.
    • Warranty Limitations: This warranty does not apply to products that:
      • Cannot be verified with proof of purchase (Invoice or invoice number).
      • Have been opened, altered, or modified in any way, except by Duetech technical personnel.
      • Have been painted, marked, or defaced in any way.
      • Have been damaged due to improper or defective cabling.
      • Have been subjected to abnormal physical or electrical stress, including but not limited to lightning strikes, power surges, water damage, misuse, negligence, or accidents.
      • Show signs of burn marks, corrosion, or moisture damage.
      • Have the MAC address, serial number, or any other original labels removed or tampered with.

Email For Returns: returns@duetech.co.za WhatsApp: 078 780 0078