Warranty Policy

Why do we offer a warranty on Our Devices?

Every unit is factory reconditioned: spec-checked and made to a set standard in a dedicated facility, repaired by best IT Technician to where anything needs replacing, and tested in full  first by the Technicians and then when the Technicians  are done the devices are cleaned to their best standard. After cleaning the devices proceed to our Team of Quality Controllers who will stress test the devices checking all the Ports , Keyboards, Screens, Casings, Battery Health, Hard Drive or Solid State Drive Health, Charging rate to mention a few. Then the devices are wrapped and kept into Our Stock Room, After a successful purchase the device is unwrapped and tested again before it is packed and send out to the client. That is the difference between a refurbished laptop and a second-hand one, and it is why we give a warranty to every device we are selling. Warranty Claims or Support are handled by support team who  will communicate with the client and the Technicians to access if the situation requires the device to be booked back or can be resolved through remote support. Should the device require to be booked back the support team will communicate with the Client to book back the device the soonest depending on the customer's availability. Upon arrival the device will be assigned to a Technician to access the device and see what can be the issue and the device will be given a High regard and attention.

What is covered

• —Hardware faults and component failures that occur under normal use.
• —The battery, Power Adapter, Ram Solid State drive and Hard Drives are covered for 6 months. If the operating system reports that the battery needs replacing within that period, we replace it. Battery, Rams Solid State drives and Hard Drives cover does not extend beyond 6 months, even if the device has more than 6 months of warranty.
  
• If a customer want to upgrade their Device we advice the conducting us first before attempting to do the upgrade as that can void their warranty
• —Repairs are done with working replacement parts. If a repair is not practical we replace the unit with one of equivalent specification.
• —Cover starts on the delivery date and runs for 6-12 months (servers 12 Months).
• —Spare parts and accessories bought on their own are covered for 90 days from the invoice date.

What is not covered

• —Drops, knocks, cracked screens, liquid spills and other accidental or physical damage.
• —Damage from power surges, lightning, electrical stress, faulty mains supply, or the environment the device is kept in (heat, damp, dust).
• —Misuse, use contrary to the instructions, or any repair, modification or opening of the device by anyone other than us.
• —Software problems: operating system errors, viruses, driver issues, lost data or settings. Data transfer and data recovery are not warranty work.
• —Consumables, and cosmetic or non-critical parts such as hinges, frames, covers, doors and feet. Cosmetic wear that matches the grade you bought is not a defect.
• —Accessories and peripherals not supplied by us.
• —On monitors, a small number of stuck or dead pixels that falls within the industry's accepted tolerance.
• —On-site visits, work outside business hours and preventative maintenance, unless we have agreed a separate service arrangement with you.
• —Suitability for a specific purpose or a specific performance level, beyond the specification published on the product page.

How to claim

• —Contact us by email (info@ritraccssa.co.za) or phone (0870 265 3780) with your order number and a short description of the fault.
• —We start with a remote session. A large share of reported faults turn out to be software or configuration and can be fixed the same day without the device leaving your desk.
• —If it is a hardware fault, we book a courier to collect the device at our cost.
• —We repair it with working replacement parts, or replace it with an equivalent unit, and courier it back to you.
• —Typical turnaround is 5 to 10 business days from collection. If a part or replacement unit is not immediately available it is ordered in, which can take 2 to 3 weeks. We tell you up front and keep you posted.
• —Parts and units we replace become our property. If we ask for a replaced part back and do not receive it, we may charge for it.

Faulty on arrival

If a device is faulty when you unbox it, tell us within 7 working days of delivery. Out-of-box faults go to the front of the queue and are collected, repaired or swapped as a priority.

Your data

Please back up your files before sending any device to us, and keep regular backups generally. Repairs sometimes require the drive to be wiped and the operating system reinstalled, and we cannot recover data once that has happened

"TRACCS SA — Affordable Technology. Trusted Service.”