Returns & Refunds Policy
Last updated: 01 September 2026
At VoltaCellSa, we aim to provide customers with quality pre-owned mobile phones and electronic devices together with a reliable and convenient online shopping experience.
This Returns & Refunds Policy explains the circumstances under which products may be returned, replaced or refunded.
Nothing in this policy is intended to exclude or limit any consumer rights that cannot lawfully be excluded or limited under applicable South African law.
1. Pre-Owned Products
All products sold by VoltaCellSa are pre-owned unless expressly stated otherwise.
Pre-owned devices may have reasonable signs of previous use, including minor scratches, marks or other cosmetic imperfections. The condition of a device will be described in the relevant product listing as accurately as reasonably possible.
Customers are encouraged to carefully review the product description, specifications, condition and photographs before placing an order.
2. Incorrect, Damaged or Defective Products
If you receive a product that is materially different from the product ordered, arrives damaged, or has a defect that was not disclosed in the product listing, please contact VoltaCellSa as soon as reasonably possible.
Customers may be required to provide photographs, videos, order information or other reasonable evidence to assist us in assessing the matter.
Where a product is confirmed to be incorrectly supplied, damaged in transit or otherwise subject to a valid remedy, VoltaCellSa will provide the appropriate remedy in accordance with applicable law.
3. Reporting Delivery Issues
Customers are responsible for monitoring their order and notifying VoltaCellSa of any delivery-related concern within 10 calendar days of the expected delivery date, where reasonably possible.
This includes situations where:
The parcel has not been received;
Tracking information appears incorrect or has not updated;
The parcel is reported as delivered but has not been received;
The customer receives a damaged parcel;
The customer receives an incorrect product; or
The courier is unable to complete delivery.
VoltaCellSa may investigate delivery-related claims with the applicable courier or delivery service.
Where a customer does not notify VoltaCellSa within the applicable reporting period, the matter may be treated as closed based on the available delivery and tracking information, subject always to any rights the customer may have under applicable law.
4. Courier Delays and Delivery Attempts
VoltaCellSa may use independent third-party courier and delivery providers.
Delivery dates and timeframes provided at checkout or after purchase are estimates unless expressly stated otherwise.
VoltaCellSa will not be responsible for delays caused by circumstances reasonably outside our control, including courier delays, incorrect or incomplete delivery information, unsuccessful delivery attempts, weather conditions, public disruptions, operational delays or other circumstances affecting the delivery network.
Where a courier records an attempted delivery, the customer may be required to cooperate with the courier and VoltaCellSa to arrange a further delivery attempt.
5. Incorrect Delivery Information
Customers are responsible for ensuring that the delivery information supplied at checkout is complete and accurate.
This includes the customer’s:
Full name;
Contact number;
Delivery address;
Unit or apartment number, where applicable;
Building or complex information; and
Any other information reasonably required to complete delivery.
VoltaCellSa cannot be held responsible for delivery problems resulting from incorrect, incomplete or outdated information supplied by the customer.
Where a parcel is returned to VoltaCellSa because delivery could not be completed due to incorrect information, failure to respond to delivery attempts, refusal of delivery or failure to collect the parcel, additional delivery charges may apply before a further delivery attempt is arranged, where permitted by law.
6. Parcels Marked as Delivered
If courier tracking records indicate that an order has been delivered but the customer states that it has not been received, the customer must notify VoltaCellSa as soon as reasonably possible.
VoltaCellSa may investigate the matter with the courier and may request reasonable information from the customer to assist with the investigation.
A refund will not automatically be issued merely because a customer states that an order was not received. The matter may first be investigated using available tracking information, delivery records and information obtained from the courier.
Any refund, replacement or other remedy will be determined after the investigation and in accordance with applicable law.
7. Returns Due to Change of Mind
Change-of-mind returns are subject to the circumstances of the transaction and applicable South African consumer-protection legislation.
Where a change-of-mind return is permitted, the product may be required to be returned within the applicable period and in an appropriate condition.
The product must not have been intentionally damaged, modified, misused or subjected to unauthorised repairs.
Because VoltaCellSa sells pre-owned devices, the device must be returned in substantially the same condition in which it was supplied, subject to reasonable inspection and handling permitted by law.
8. Exclusions
A return or warranty claim may not be accepted where the reported issue results from:
Physical damage caused after delivery;
Liquid or moisture damage;
Accidental damage;
Misuse or abuse;
Unauthorised repairs or modifications;
Damage caused by incompatible accessories or chargers;
Removal or alteration of identifying labels or serial numbers;
Normal cosmetic wear consistent with the condition of a pre-owned device; or
Software or configuration changes made by the customer, where applicable.
These exclusions do not apply where applicable law provides the customer with a non-excludable remedy.
9. Return Authorisation
Customers must contact VoltaCellSa before returning a product.
Unauthorised returns may experience delays in processing.
When requesting a return, customers should provide:
Full name;
Order number;
Product purchased;
Reason for the return; and
Photographs or videos where relevant.
VoltaCellSa will provide return instructions after reviewing the request.
10. Return Shipping
Where a return is approved, VoltaCellSa will advise the customer whether the product must be returned using a specified courier or whether alternative arrangements are available.
Where applicable law requires VoltaCellSa to cover return-related costs, those costs will be handled accordingly.
Customers should retain proof of shipment until the return has been received and processed.
11. Inspection of Returned Products
All returned products may be inspected and tested before a refund, replacement, repair or other remedy is finalised.
The inspection may include checking:
The device’s physical condition;
Functionality;
Serial number or IMEI, where applicable;
Accessories supplied with the device;
Signs of misuse or accidental damage; and
Whether the reported fault corresponds with the issue described by the customer.
This process is intended to protect both the customer and VoltaCellSa against incorrect, fraudulent or unsupported claims.
12. Refunds
Where a refund has been approved, VoltaCellSa will process the refund using the original payment method where reasonably possible.
Refund processing times may depend on the payment provider or financial institution.
A refund will only be processed after VoltaCellSa has completed any necessary assessment, inspection or delivery investigation.
For delivery-related claims, customers should notify VoltaCellSa within 10 calendar days of the expected delivery date so that the matter can be investigated promptly.
Failure to report a delivery issue within the applicable reporting period may affect our ability to investigate or process the claim, subject to any rights available to the customer under applicable law.
13. Replacement Products
Where appropriate and subject to availability, VoltaCellSa may offer a replacement device instead of a refund.
Replacement devices may not necessarily be identical in cosmetic condition to the original device where the original product was pre-owned.
Where the same product is unavailable, VoltaCellSa may discuss an alternative remedy with the customer in accordance with applicable law.
14. Accessories and Packaging
Customers should return all accessories and items supplied with the product where reasonably possible.
This may include chargers, cables, cases, packaging or other items supplied as part of the order.
Where permitted by law, failure to return included items may affect the available remedy.
15. Fraudulent or Abusive Claims
VoltaCellSa reserves the right to investigate claims where there are reasonable grounds to suspect fraud, misuse of the returns process, tampering, false delivery claims or other abuse of our policies.
Where appropriate, additional evidence may be requested before a claim is processed.
Nothing in this section limits any rights available to a customer under applicable law.
16. Consumer Protection
VoltaCellSa recognises applicable consumer rights under South African legislation, including the Consumer Protection Act 68 of 2008.
Nothing in this policy is intended to waive, exclude or restrict a consumer right that cannot legally be waived, excluded or restricted.
Where there is a conflict between this policy and a mandatory provision of applicable law, the applicable law will prevail.
17. Policy Changes
VoltaCellSa reserves the right to update this Returns & Refunds Policy from time to time.
The latest version will be published on this page and will apply to future purchases, subject to applicable law.
18. Contact Us
For assistance with a return, refund, replacement, delivery issue or warranty-related matter, please contact VoltaCellSa using the contact details provided on our website.
Please include your order number when contacting us so that we can assist you efficiently.
VoltaCellSa
South Africa
Website: www.voltacellsa.co.za
Verified
