Refund policy
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Returns & Refunds Policy
3.1 Introduction
This Returns & Refunds Policy explains how NexHive handles cancellations, returns, exchanges, repairs, replacements and refunds for products purchased from www.nexhive.net.
This Policy forms part of the NexHive Terms & Conditions and should be read together with those Terms.
NexHive aims to handle all returns fairly, practically and in line with applicable South African consumer protection law, including the Consumer Protection Act, 68 of 2008, and the Electronic Communications and Transactions Act, 25 of 2002.
Nothing in this Policy is intended to limit any non-excludable rights that you may have under South African law.
3.2 NexHive details
Business name: NexHive (Pty) Ltd
Registration number: 2023/853448/07
Email: sales@nexhive.net / accounts@nexhive.net
Telephone / WhatsApp: 076 430 1138 / 082 822 5026
Address: 51 Rooiels Road, Sharonlea, Randburg, Gauteng, 2158, South Africa
3.3 Before returning a product
Please contact NexHive before sending any product back.
To start a return, email or WhatsApp us with:
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your order number or invoice number;
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your full name and contact details;
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the product name;
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the reason for the return;
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photographs or videos if the product is damaged, incorrect, incomplete or defective;
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serial number, IMEI number or model number where applicable.
NexHive may issue return instructions or a return authorisation before the product is collected, couriered or dropped off.
Products sent back without prior communication may be delayed or refused if we cannot link the product to an order.
3.4 Change-of-mind returns for online purchases
For qualifying online purchases, you may cancel the transaction within 7 days after receiving the goods, without giving a reason, subject to applicable legal exclusions.
To qualify for a change-of-mind return, the product should be:
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unused;
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complete;
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in its original packaging where reasonably possible;
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in a resaleable condition;
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returned with all accessories, manuals, cables, components, protective materials, warranty cards and free items supplied with the product.
For change-of-mind returns, the customer is responsible for the direct cost of returning the product to NexHive, unless the product is defective, damaged, incorrect or not as described.
Where a valid cooling-off cancellation applies, NexHive will process the refund within the legally required period, subject to receipt and inspection of the returned goods where applicable, and payment provider processing times.
Delivery fees and return courier fees may be deducted from change-of-mind refunds where permitted by law.
3.5 Products that may not qualify for change-of-mind returns
Certain products may not qualify for change-of-mind returns once opened, used, activated, installed or customised, where this is allowed by law.
This may include:
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products made to your specifications or specially ordered for you;
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products that are clearly personalised or customised;
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sealed software, licence keys, digital products, activation codes or downloadable products once opened, revealed, activated or used;
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products with hygiene, health or safety concerns once opened or used;
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consumables or products that deteriorate, expire or are depleted through use;
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products that have been installed, modified, damaged, disassembled or permanently attached to other goods or property;
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products with missing accessories, missing serial numbers or damaged packaging where resale is affected;
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clearance, demo or open-box products where the condition was clearly disclosed and accepted before purchase.
This section does not remove your rights if the product is defective, unsafe, damaged, incorrect or not as described.
3.6 Incorrect, incomplete or damaged products
If you receive the wrong product, an incomplete order or a product that appears damaged on delivery, please notify NexHive as soon as reasonably possible.
We recommend reporting visible delivery damage within 48 hours of receiving the product so that courier and supplier claims can be handled properly.
Please keep the original packaging, waybill, labels, accessories and all contents until the matter is resolved, where reasonably possible.
NexHive may request photographs, videos, packaging images, serial numbers and a description of the issue before arranging collection, replacement, repair or refund.
Where NexHive confirms that the product supplied was incorrect, damaged in transit, incomplete or not as described, NexHive will arrange a suitable remedy in line with applicable law. This may include replacement, collection, repair, refund or delivery of missing items.
3.7 Defective products and the 6-month implied warranty
If a product is defective, unsafe or fails to meet the quality standards required by South African consumer law, you may have the right to return it within 6 months after delivery.
Where the product qualifies as defective under applicable law, the remedy may include:
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repair;
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replacement; or
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refund.
NexHive may need to inspect the product or have it assessed by the supplier, distributor, importer, manufacturer or an authorised service centre to confirm the fault and the appropriate remedy.
Where the Consumer Protection Act applies and the product is confirmed to be defective, unsafe or not of acceptable quality, the return will be handled at NexHive’s or the supplier’s risk and expense, as required by law.
A product will not usually be treated as defective where the issue is caused by:
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normal wear and tear;
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misuse, abuse or negligence;
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incorrect installation;
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unauthorised repair or modification;
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power surges, liquid damage, impact damage or environmental damage;
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use outside the manufacturer’s instructions;
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compatibility issues that were not confirmed before purchase;
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consumable depletion such as batteries, filters, cartridges or similar parts, unless defective.
3.8 Manufacturer warranties
Many products sold by NexHive may include a manufacturer, importer, distributor or supplier warranty.
Warranty terms differ by brand, product category and supplier.
Warranty claims may require:
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proof of purchase;
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serial number or IMEI number;
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original packaging where available;
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diagnostic checks;
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return to an authorised service centre;
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supplier or manufacturer assessment.
Manufacturer warranty periods and processes do not replace any non-excludable rights you may have under South African law.
3.9 Repairs and assessment process
Some products may need to be assessed before NexHive can confirm whether a repair, replacement or refund applies.
Assessment may be done by NexHive, the supplier, distributor, importer, manufacturer or an authorised service centre.
If the product is confirmed to be defective and falls within the applicable return or warranty period, NexHive will assist with the appropriate remedy.
If the product is found not to be defective, or the defect was caused by misuse, damage, incorrect installation or unauthorised modification, you may be responsible for assessment, courier, repair or return costs.
NexHive will communicate these costs before proceeding where reasonably possible.
3.10 Refunds
Approved refunds will usually be made using the original payment method where possible.
Refunds may take time to reflect depending on the payment gateway, bank, card issuer or payment provider.
Refunds may be delayed until:
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the returned product has been received;
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the product has been inspected;
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all accessories and components have been returned;
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supplier or manufacturer assessment has been completed, where required;
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payment has cleared and has not been reversed or disputed.
Where a refund is approved for a change-of-mind return, delivery fees and return courier fees may be deducted where permitted by law.
Where a refund is approved because the product was defective, incorrect, damaged or not as described, NexHive will handle delivery and return costs in line with applicable law.
3.11 Exchanges and replacements
Where a replacement or exchange is approved, replacement is subject to stock availability.
If the same product is unavailable, NexHive may offer:
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a comparable alternative product;
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a store credit, where you agree;
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a refund, where applicable.
You are not required to accept an alternative product if a refund is legally due.
3.12 Special orders, backorders and supplier-sourced products
Some products may be ordered from suppliers, distributors or fulfilment partners after your order is placed.
Special orders, backorders and supplier-sourced products may have different lead times. Any special terms relating to these products will be communicated where applicable.
Where permitted by law, certain specially sourced, customised, reserved or made-to-order products may not qualify for change-of-mind cancellation once the supplier order has been processed.
This does not affect your rights where the product is defective, incorrect, damaged, unsafe or not as described.
3.13 Business-to-business purchases
Where a product is purchased by a business, reseller, company or other juristic person, certain consumer protections may apply differently depending on the nature of the transaction and the customer’s legal status.
NexHive will still aim to handle returns fairly and practically, but business purchases, bulk orders, reseller orders, special orders and supplier-sourced orders may be subject to additional written terms, supplier terms or quotation terms.
3.14 Return address
Unless NexHive gives you different return instructions, approved returns may be sent to:
NexHive (Pty) Ltd
51 Rooiels Road
Sharonlea
Randburg
Gauteng
2158
South Africa
Please do not send products back before contacting NexHive.
3.15 Contact us
For return requests, refund queries, warranty support or damaged delivery claims, contact:
NexHive Support
Email: sales@nexhive.net / accounts@nexhive.net
Telephone / WhatsApp: 076 430 1138 / 082 822 5026