Last Updated: 11 August 2026

At ALP IT Solutions, we want you to be satisfied with your purchase. We understand that computer hardware and IT products are technical products, and we aim to make the returns, warranty and refund process as straightforward as possible.

This Returns & Refund Policy applies to purchases made through the ALP IT Solutions website at https://alp-it.co.za.

This policy must be read together with our Terms & Conditions and Privacy Policy.

Nothing in this policy is intended to limit or exclude any rights or remedies that you may have under applicable South African law, including the Consumer Protection Act 68 of 2008 (CPA).

1. Contacting Us About a Return

If you need to request a return, refund, replacement, warranty assessment or have any questions regarding this Returns & Refund Policy, please contact ALP IT Solutions before sending any product back.

ALP IT Solutions
CIPC Registration Number: 2020 / 939572 / 07

Physical Address:
6 Alamein Street
Rustenburg
North West
0299
South Africa

Telephone: +27 71 394 2559

Returns & Refunds: returns@alp-it.co.za

General Enquiries: enquiries@alp-it.co.za

Website: https://alp-it.co.za

Business Hours: Monday to Friday, 09:00–17:00 South African Standard Time

Important

Please do not send a product to the physical address above without first contacting us and receiving return instructions/authorization. Because ALP IT Solutions operates an online fulfilment/dropshipping model, the appropriate return address may differ depending on the supplier, product and nature of the return.

2. Defective, Faulty or Unsafe Products

ALP IT Solutions stands behind the quality of the products we sell.

Where goods fail to satisfy the applicable requirements of the Consumer Protection Act, consumers may have statutory rights in addition to any manufacturer’s or supplier’s warranty.

Under the CPA, goods supplied to consumers are subject to an implied warranty of quality. Where goods fail to meet the applicable requirements, a consumer may have the right, within the applicable statutory period, to return the goods without penalty and at the supplier’s risk and expense and may be entitled to a repair, replacement or refund as provided by law.

The CPA’s six-month statutory warranty is separate from any additional manufacturer’s, distributor’s or supplier’s warranty that may apply to a product.

Where a product is reported as faulty, ALP IT Solutions may need to inspect, test or have the product assessed before the appropriate remedy is implemented, except where applicable law provides otherwise.

Important

A product should not be considered defective merely because:

• It is unsuitable for a purpose that was not reasonably contemplated;
• It has been incorrectly installed or configured by the customer;
• It has been damaged through misuse, abuse, negligence or accidental damage;
• It has been modified contrary to manufacturer instructions;
• It has been damaged by incompatible components or accessories;
• It has been damaged by an electrical surge, incorrect power supply or other external cause;
• The customer has failed to follow the manufacturer’s instructions.

Where a manufacturer or supplier warranty applies, we may assist with the warranty process.

Nothing in this section limits any statutory rights that cannot lawfully be excluded.

3. Faults Reported Shortly After Delivery

If a product appears to be faulty when you receive it, please contact us as soon as reasonably possible.

We recommend that you:

1. Stop using the product if continued use could cause further damage.
2. Keep the original packaging and accessories.
3. Contact returns@alp-it.co.za.
4. Provide your order number and details of the problem.
5. Follow the return instructions provided by ALP IT Solutions.

We may request photographs, videos, error messages, serial numbers or other information where reasonably necessary to identify the problem.

Where the product is confirmed to be defective and the applicable law requires ALP IT Solutions to bear return costs, we will make the appropriate arrangements.

4. Products Damaged During Delivery

If a product arrives visibly damaged, please contact us as soon as reasonably possible.

Please provide:

• Your order number;
• Photographs of the outer packaging;
• Photographs of the damaged packaging;
• Photographs of the product and damage; and
• Any other information reasonably requested by us.

Do not discard the packaging until we have advised you whether it is required for the investigation.

We will investigate the matter with the relevant supplier and/or delivery provider and will provide the appropriate remedy in accordance with applicable law.

5. Incorrect Product Supplied

If you receive a product that is different from the product you ordered, please contact us as soon as reasonably possible.

Where ALP IT Solutions supplied the incorrect product, we will arrange the appropriate return and replacement process at no additional cost to you, subject to applicable law.

The incorrectly supplied product should not be used where reasonably possible.

We may request photographs of the product, packaging, labels and delivery documentation to assist us in resolving the matter.

6. Incorrect Product Ordered by the Customer

If you ordered the wrong product, model, specification, size, capacity or other item by mistake, please contact us as soon as possible.

Where the product is eligible for return, we may accept the return subject to the following requirements:

• The product must be unused;
• The product must be in its original condition;
• The product must be complete with all supplied accessories, manuals and components;
• Original packaging should be intact and suitable for resale where reasonably applicable; and
• The product must not have been customised or built specifically to the customer’s requirements.

The customer may be responsible for reasonable return shipping costs where the return is due solely to the customer’s ordering error and where such costs are lawfully chargeable.

Any applicable handling or administration fee will be disclosed before the return is processed.

Nothing in this section limits a consumer’s statutory rights.

7. Change-of-Mind Returns

ALP IT Solutions may accept eligible change-of-mind returns at its discretion where a customer simply no longer wants a product.

A change-of-mind return is different from a return arising from a defective, unsafe, incorrectly supplied or otherwise non-conforming product.

Where we agree to accept a change-of-mind return, the product will generally need to be:

• Unused;
• Undamaged;
• Complete;
• In resalable condition;
• Accompanied by its original packaging and accessories; and
• Suitable for resale.

The customer may be responsible for reasonable return delivery costs associated with an approved change-of-mind return.

Certain products may not be eligible for change-of-mind returns because of their nature, condition, licensing restrictions, customisation or other applicable legal or commercial restrictions.

We will advise you whether a particular product is eligible before the return is arranged.

8. Online and Electronic Transactions

Where a transaction falls within the applicable provisions of the Electronic Communications and Transactions Act 25 of 2002 (ECTA), consumers may have additional cancellation rights.

Certain exceptions apply, including in circumstances involving personalised goods, goods that cannot reasonably be returned because of their nature, or certain unsealed software and other excluded products.

Where a statutory cancellation right applies, ALP IT Solutions will process the cancellation and return in accordance with the applicable legal requirements.

9. Direct Marketing Transactions

Where a transaction results from direct marketing, consumers may have statutory cancellation rights under the Consumer Protection Act.

The CPA provides a cooling-off period for applicable transactions resulting from direct marketing.

Where such a right applies, ALP IT Solutions will process the cancellation in accordance with the applicable legislation.

This section does not remove or limit any other statutory consumer rights.

10. Products That May Not Be Eligible for Change-of-Mind Returns

Certain products may be excluded from discretionary change-of-mind returns because of their nature or condition.

Examples may include:

• Software or licence products where the applicable licence or product has been activated or unsealed;
• Downloadable or electronically supplied products once supply has commenced where applicable;
• Products specifically customised for a customer;
• Built-to-order systems or products;
• Products that cannot reasonably be returned because of their nature;
• Products that have been materially altered, installed or used where the return is not otherwise required by law.

These exclusions do not apply where applicable law gives you a statutory right to return a defective, unsafe or non-conforming product.

11. Warranty Claims

Many IT products sold by ALP IT Solutions may carry a manufacturer’s, distributor’s or supplier’s warranty.

Warranty periods and conditions can vary between products and manufacturers.

A manufacturer’s or supplier’s warranty may contain specific requirements regarding:

• Installation;
• Product use;
• Physical damage;
• Serial numbers;
• Warranty seals;
• Firmware or software;
• Electrical damage;
• Compatibility;
• Unauthorised modification; and
• Proof of purchase.

Where applicable, ALP IT Solutions will assist you with the relevant warranty process.

A manufacturer’s warranty does not replace or remove any rights that you may have under applicable South African consumer law.

12. Products Damaged Through Misuse or Incorrect Installation

A return or warranty claim may be affected where a product has been damaged as a result of:

• Misuse;
• Abuse;
• Negligence;
• Accidental damage;
• Incorrect installation;
• Incorrect configuration;
• Electrical damage;
• Power surges;
• Liquid damage;
• Physical damage;
• Unauthorised modification;
• Failure to follow manufacturer instructions; or
• Use outside the manufacturer’s stated specifications.

Where a statutory consumer right applies, the circumstances of the individual case will be considered in accordance with applicable law.

13. Built or Customised Systems

Where ALP IT Solutions supplies a system that has been specifically assembled, configured or customised according to a customer’s requirements, the return and cancellation rights applicable to that transaction may differ from those applicable to standard off-the-shelf products.

Where a product or system is specifically customised or built to the customer’s specifications, we will advise the customer of any applicable return limitations before the transaction is completed.

This does not limit any statutory rights that cannot legally be excluded.

14. Return Shipping

Return shipping arrangements depend on the reason for the return.

Where the product is defective or otherwise qualifies for a statutory return

Where applicable law requires ALP IT Solutions to bear the risk and expense of the return, we will arrange or reimburse the appropriate return shipping.

Where the customer ordered the wrong product or an approved change-of-mind return is accepted

The customer may be responsible for reasonable return shipping costs, subject to applicable law and the specific circumstances of the return.

Where the incorrect product was supplied by ALP IT Solutions

We will arrange the appropriate return process without charging the customer for the return where we are responsible for the error.

We will provide specific return instructions for each approved return.

15. Return Packaging

Products must be packaged securely when returned.

Where reasonably possible, please use the original product packaging and place it inside appropriate protective outer packaging.

The product should be returned with all relevant:

• Accessories;
• Cables;
• Manuals;
• Adapters;
• Components;
• Original packaging; and
• Other items supplied with the product.

Do not write directly on or damage original retail packaging where reasonably avoidable.

16. Return Reference / RMA

For returns requiring formal processing, ALP IT Solutions may issue a Return Merchandise Authorisation (RMA) or other return reference.

The RMA/reference number helps us identify and track your return.

Please include the relevant reference as instructed.

An RMA process is an administrative procedure and does not remove or limit any statutory consumer rights.

17. Inspection and Testing

Returned products may be inspected or tested to establish:

• Whether the product is faulty;
• The nature of the fault;
• Whether the product corresponds with the order;
• Whether the product has been damaged;
• Whether a warranty claim applies; or
• Which remedy is appropriate.

Where a supplier or manufacturer assessment is required, the processing time may depend partly on the relevant third party.

We will keep you informed of material developments where reasonably possible.

18. Refunds

Where a refund is due, ALP IT Solutions will process the refund in accordance with the applicable legal requirements and the circumstances of the transaction.

Where appropriate, refunds may include the amount paid for the returned product and other amounts that the law requires us to refund.

The timing of the refund may depend on:

• Completion of the return process;
• Inspection or assessment where reasonably necessary;
• Confirmation that the refund is due;
• The original payment method; and
• Processing times of the relevant payment provider or financial institution.

We will not use an internal processing period to reduce or remove a consumer’s statutory refund rights.

19. Refund Payment Method

Where reasonably possible, refunds will be processed using the original payment method.

If a refund cannot reasonably be processed through the original payment method, ALP IT Solutions may request appropriate banking information or arrange another lawful refund method.

For security and fraud-prevention purposes, we may require verification that the refund recipient is the person who made the original payment.

We will never request your full card number or card security code by email.

20. Refunds for Cancelled or Unfulfilled Orders

If an order is cancelled because the product is unavailable, cannot reasonably be supplied, or for another reason that requires a refund, ALP IT Solutions will communicate the available options and process any applicable refund in accordance with the circumstances and applicable law.

Where possible, we may offer an alternative product, subject to the customer’s agreement.

A customer will not be required to accept a substitute product where the law provides a right to a refund or other remedy.

21. Supplier Stock Availability

ALP IT Solutions sources products through suppliers and fulfilment partners.

Product availability shown on our website may depend on supplier stock information and availability.

Although we make reasonable efforts to keep stock information accurate, circumstances may arise where a product becomes unavailable before an order can be fulfilled.

If this occurs, we will contact the customer and, where appropriate, offer options such as:

• Waiting for stock to become available;
• Choosing an alternative product; or
• Receiving an applicable refund.

We will handle the situation in accordance with applicable law.

22. Delivery and Returns in Our Dropshipping Model

ALP IT Solutions operates an online retail model in which products may be fulfilled and dispatched by our supplier or fulfilment partners.

A customer may therefore receive a parcel directly from a supplier or logistics partner.

This does not change the customer’s relationship with ALP IT Solutions as the retailer from whom the purchase was made.

Where a return is required, ALP IT Solutions will provide the customer with the appropriate return instructions.

Customers should not independently return products to a supplier unless ALP IT Solutions has instructed them to do so.

23. Proof of Purchase

We may request reasonable proof of purchase when processing a return or refund.

Examples include:

• Order number;
• Order confirmation;
• Invoice;
• Customer account information; or
• Other reasonable evidence of the transaction.

Proof of purchase requirements will not be applied in a manner that unlawfully restricts a consumer’s statutory rights.

24. What Customers Should Not Do With Faulty Products

If you believe a product is faulty:

• Do not continue using it if doing so could cause further damage.
• Do not attempt unauthorised repairs.
• Do not modify the product.
• Do not remove serial numbers or warranty labels.
• Do not discard the original packaging until we advise that it is no longer required.

Unauthorised modification or repair may affect a manufacturer’s warranty and may be relevant when assessing the cause of a fault.

25. Exchanges

Where a replacement is appropriate, ALP IT Solutions may arrange an exchange for the same product or another remedy applicable under the circumstances.

If the original product is unavailable, we may contact you regarding an appropriate alternative or refund.

Where applicable law gives the consumer a choice of remedy, that statutory right will apply.

26. Multiple Products in One Order

If multiple products were purchased in one order and only some products are being returned, the return will generally be processed only in respect of the affected products.

Where products form part of a bundle, kit or system, the return may need to include the complete bundle or relevant components, depending on the nature of the transaction and the applicable legal rights.

27. Return Address

Do not send a return to the address below until you have contacted ALP IT Solutions and received return instructions.

Where a physical return is required, the applicable return address will be provided with the return/RMA instructions.

ALP IT Solutions
Attn: Returns
RMA/Return Reference: [Insert reference]
6 Alamein Street
Rustenburg
North West
0299
South Africa

The return address may differ depending on the product, supplier or fulfilment arrangement.

28. Processing Times

We aim to process returns and refunds as efficiently as reasonably possible.

The time required may vary depending on:

• The type of return;
• Whether testing is required;
• Whether a manufacturer or supplier assessment is required;
• Courier transit times;
• Product availability;
• Payment-provider processing times; and
• Other circumstances outside our reasonable control.

We will provide reasonable updates where a return requires additional processing.

Nothing in this section overrides a statutory period or remedy applicable to your transaction.

29. Consumer Rights

ALP IT Solutions respects the rights provided to consumers under applicable South African law, including the Consumer Protection Act and, where applicable, the Electronic Communications and Transactions Act.

The CPA provides an implied warranty of quality and, in qualifying circumstances, a six-month statutory return right for defective, unsafe or non-conforming goods. The consumer may direct the applicable remedy of repair, replacement or refund as provided by the Act.

Consumers may also have additional cancellation rights for certain electronic transactions under ECTA and for transactions resulting from direct marketing under the CPA.

Nothing in this Returns & Refund Policy is intended to contract out of, waive or limit a right or remedy that cannot lawfully be excluded.

30. Complaints

If you are unhappy with the handling of a return, refund, warranty claim or other matter, please contact us so that we can investigate.

Returns: returns@alp-it.co.za

General enquiries: enquiries@alp-it.co.za

Please provide your order number and relevant details so that we can investigate the matter efficiently.

31. Changes to This Policy

ALP IT Solutions may update this Returns & Refund Policy from time to time to reflect changes to our business practices, products, supplier arrangements or applicable legal requirements.

The current version will be published on our website together with the date on which it was last updated.

32. Contact Information

ALP IT Solutions

CIPC Registration Number: 2020 / 939572 / 07

Physical Address:
6 Alamein Street
Rustenburg
North West
0299
South Africa

Telephone: +27 71 394 2559

General Enquiries: enquiries@alp-it.co.za

Returns: returns@alp-it.co.za

Website: https://alp-it.co.za

Business Hours: Monday to Friday, 09:00–17:00 South African Standard Time

Last Updated: 11 August 202