Refund policy
Last updated: 12 August 2026
Softcore (Pty) Ltd supplies industrial, electrical, automation, networking, structured cabling, fibre optic and related products.
Many of our products are sourced specifically against customer requirements, ordered from manufacturers, distributors and wholesalers after the customer places an order, or custom fabricated, assembled or configured for a specific project.
This policy explains how returns, cancellations, exchanges, defective products and refunds are handled.
Nothing in this policy is intended to limit, waive or exclude any right that cannot lawfully be excluded under applicable South African law.
1. BUSINESS INFORMATION
Softcore (Pty) Ltd
Company Registration Number: 2025/519816/07
35 Anne Street
Midrand
South Africa
Email: info@softcoregroup.co.za
Telephone: +27 64 619 3587
2. BEFORE REQUESTING A RETURN
Please contact Softcore before returning any product.
Products must not be returned directly to a manufacturer, wholesaler, distributor, supplier or other third party unless Softcore has specifically instructed you to do so.
Please email:
info@softcoregroup.co.za
and provide:
• Your name or company name
• Order or invoice number
• Product details
• Reason for the return
• Description of any defect or damage
• Photographs where applicable
• Relevant serial numbers where applicable
3. INCORRECT PRODUCTS
If Softcore supplies a product that is materially different from the product ordered, please contact us as soon as reasonably possible.
Once the matter has been verified, we will arrange an appropriate remedy, which may include:
• Supplying the correct product
• Replacement
• Refund
depending on the circumstances and applicable law.
Where the incorrect supply is attributable to Softcore, reasonable return transport arrangements will be made at our cost where required.
4. PRODUCTS DAMAGED IN TRANSIT
If a product arrives visibly damaged, please notify us as soon as reasonably possible.
Where possible:
• Photograph the outer packaging
• Photograph the shipping label
• Photograph the damaged product
• Retain the original packaging
• Record visible damage with the courier where possible
This information assists us in lodging a claim with the courier, supplier, manufacturer or insurer.
Your statutory rights are not lost merely because photographs were not taken, but prompt evidence can materially assist the investigation.
5. DEFECTIVE PRODUCTS
Products believed to be defective may need to be inspected or assessed by:
• Softcore
• The distributor
• The supplier
• The manufacturer
• An authorised technical or warranty centre
Where applicable, qualifying defective products will be dealt with in accordance with applicable South African law.
Assessment may be required to determine whether the problem is caused by a manufacturing defect, installation issue, incorrect configuration, operating conditions, misuse or another external cause.
6. SIX-MONTH STATUTORY WARRANTY
Where applicable, the Consumer Protection Act provides an implied warranty of quality for qualifying goods.
If qualifying goods fail to meet the applicable statutory standards within six months after delivery, the customer may have statutory remedies available in accordance with applicable law.
These rights operate independently from any additional manufacturer or supplier warranty.
Nothing in this policy is intended to reduce or replace those rights.
7. WHAT IS NOT GENERALLY A PRODUCT DEFECT
Subject to applicable law, the following will not ordinarily constitute a manufacturing or product defect:
• Normal wear and tear
• Accidental damage
• Abuse or misuse
• Incorrect installation
• Installation by an unqualified person where professional installation is required
• Incorrect wiring
• Incorrect voltage
• Electrical surges
• Lightning damage
• Incorrect phase or power supply
• Water or moisture damage where the product is not designed for that environment
• Excessive heat
• Dust, chemical or environmental damage outside the product specification
• Corrosion caused by the operating environment
• Incorrect configuration
• Incorrect programming
• Unauthorised modification
• Tampering
• Unauthorised repair
• Use outside manufacturer specifications
• Failure to follow installation or operating instructions
• Mechanical damage occurring after delivery
• Damage caused by external equipment
• Damage caused by an unsuitable application
• Selecting the incorrect product where Softcore was not responsible for specifying the product
Where there is uncertainty regarding whether a defect exists, the product may need to undergo technical assessment.
8. MANUFACTURER AND SUPPLIER WARRANTIES
Certain products may carry warranties provided by the relevant manufacturer or supplier.
Warranty periods, procedures and conditions may vary depending on:
• Manufacturer
• Product
• Product category
• Serial number
• Installation requirements
• Application
• Warranty registration
• Country of supply
Manufacturer warranties remain subject to the manufacturer's or supplier's applicable warranty terms and exclusions.
Softcore will provide reasonable assistance with warranty administration where applicable.
A manufacturer's warranty does not replace any statutory right that applies to the transaction.
9. ONLINE PURCHASES AND COOLING-OFF RIGHTS
Where the statutory cooling-off provisions applicable to qualifying electronic transactions apply, a customer may have a right to cancel the transaction within the period prescribed by applicable law.
Where such a right applies, return costs and refund procedures will be handled in accordance with the relevant legislation.
This statutory right does not apply to every type of product or transaction.
10. EXCEPTIONS TO ONLINE COOLING-OFF RIGHTS
Certain products may be excluded from ordinary electronic-transaction cooling-off rights under applicable law.
This can include goods which are:
• Made to the customer's specifications
• Clearly personalised
• Custom manufactured
• Custom fabricated
• Specially configured
• By their nature incapable of being returned
• Likely to deteriorate or expire rapidly
Other statutory exceptions may also apply.
Nothing in this section limits rights relating to defective goods, incorrect supply, defective workmanship or another statutory right that cannot lawfully be excluded.
11. CHANGE-OF-MIND RETURNS FOR STANDARD PRODUCTS
Where no statutory cancellation or return right applies, Softcore is not automatically required to accept a return merely because the customer:
• Changes their mind
• No longer wants the product
• No longer requires the product
• Ordered the incorrect model
• Ordered the incorrect quantity
• Selected the incorrect specification
• Found an alternative product elsewhere
• Cancelled the underlying project
Softcore may, at its discretion, consider a return request for a standard product.
Any discretionary change-of-mind return must be approved by Softcore in writing before the product is returned.
12. CONDITION OF DISCRETIONARY RETURNS
Where Softcore agrees to accept a discretionary return, the product will generally need to be:
• Unused
• Uninstalled
• Unmodified
• Unprogrammed where applicable
• Undamaged
• Complete
• In a resaleable condition
• In its original packaging
• Accompanied by all accessories
• Accompanied by manuals and documentation
• Accompanied by all components originally supplied
Products that have been installed, commissioned, configured, programmed, altered or used may not qualify for a discretionary return.
13. SPECIAL ORDERS, CUSTOM FABRICATION AND NON-CANCELLABLE ORDERS
Certain products and services supplied by Softcore are procured, manufactured, fabricated, assembled, configured, modified, imported or otherwise prepared specifically for an individual customer's requirements.
This includes, without limitation:
• Custom-fabricated products
• Control panels
• Electrical panels
• Distribution boards
• Enclosures
• Cabinets
• Kiosks
• Project-specific assemblies
• Specially configured equipment
• Products manufactured according to drawings or specifications
• Products modified to suit customer requirements
• Imported-to-order products
• Non-standard products
• Products sourced specifically against an accepted quotation
• Products ordered specifically from a manufacturer, distributor or supplier
• Products not ordinarily held by Softcore as standard stock
• Components purchased specifically for a customer or project
14. WHEN A SPECIAL OR CUSTOM ORDER BECOMES COMMITTED
Once the customer has accepted the applicable quotation or order and Softcore has commenced performance, the order becomes committed and may not be cancelled merely because the customer changes their mind or no longer requires the product.
For purposes of this policy, commencement of performance includes any of the following:
• Placing an order with a manufacturer
• Placing an order with a distributor
• Placing an order with a wholesaler
• Placing an order with another supplier
• Purchasing materials
• Allocating materials specifically to the order
• Purchasing components
• Reserving specially sourced stock
• Commencing fabrication
• Commencing manufacture
• Commencing assembly
• Commencing wiring
• Commencing programming
• Commencing configuration
• Commencing testing
• Commencing engineering or design work
• Preparing drawings
• Incurring freight charges
• Incurring import costs
• Incurring supplier charges
• Incurring labour
• Incurring project-specific costs
• Otherwise taking irreversible or materially costly steps to fulfil the accepted order
15. ACCEPTANCE OF SPECIAL AND CUSTOM ORDERS
By:
• Accepting a quotation
• Signing an order or purchase document
• Approving a drawing
• Approving a specification
• Making payment
• Paying a deposit where specifically agreed
• Issuing a purchase order
• Giving written approval
• Instructing Softcore to proceed
the customer authorises Softcore to begin procuring, manufacturing, fabricating, configuring or otherwise fulfilling the order.
Once Softcore has acted on that authorisation and incurred committed or non-recoverable costs, the customer may not cancel the order merely for convenience.
16. NON-REFUNDABLE COMMITTED COSTS
Due to the nature of special orders and custom fabrication, Softcore may incur costs that cannot reasonably be recovered from another customer or returned to the supplier.
These may include:
• Labour
• Materials
• Components
• Supplier charges
• Fabrication costs
• Manufacturing costs
• Design costs
• Engineering costs
• Programming costs
• Configuration costs
• Testing costs
• Import charges
• International freight
• Domestic freight
• Packaging
• Customs-related costs
• Supplier cancellation charges
• Project-specific expenses
• Other non-recoverable costs
Accordingly, once performance has commenced or a special order has been placed, the customer may not require Softcore to absorb these costs merely because:
• The customer changes their mind
• The project is cancelled
• The customer no longer requires the product
• The customer's own customer cancels
• The customer has selected another supplier
• The customer finds another product
• The customer's budget changes
• The customer later decides that the product is unnecessary
17. REFUNDS ON SPECIAL AND CUSTOM ORDERS
Payments already made in respect of a committed Special Order or Custom Order are non-refundable in the event of a change-of-mind or convenience cancellation, to the extent permitted by applicable law.
Where Softcore has not yet placed an order with a supplier, commenced manufacture or fabrication, procured materials, configured equipment or incurred non-recoverable costs, Softcore may consider a cancellation request.
Approval of such a cancellation remains at Softcore's discretion unless the customer has an applicable statutory cancellation right.
18. CUSTOM FABRICATED PRODUCTS
Custom fabricated products may include:
• Control panels
• PLC panels
• VSD panels
• MCCs
• Main distribution boards
• Sub-distribution boards
• Telemetry panels
• RTU panels
• Pump control panels
• Borehole control systems
• Reservoir control systems
• Junction boxes
• Marshalling panels
• Enclosures
• Cabinets
• Kiosks
• Feeder pillars
• Outdoor cabinets
• Project-specific fabricated assemblies
• Other products produced to customer specifications
These products may involve significant labour, materials, design, assembly, wiring, configuration and procurement costs.
Once fabrication or associated procurement has commenced, such orders cannot be cancelled merely because the customer changes their mind.
This does not exclude legitimate rights relating to defective workmanship, defective goods or another right that cannot lawfully be excluded.
19. PRODUCTS ORDERED SPECIFICALLY FROM SUPPLIERS
Where Softcore does not ordinarily hold a product as standard stock and orders that product specifically for a customer, that product constitutes a Special Order.
Once Softcore has placed the order with the relevant manufacturer, distributor, wholesaler or supplier and Softcore cannot reasonably cancel or return the product without loss, the customer cannot cancel the order merely because they no longer require the product.
This applies even where the product itself has not yet physically arrived at Softcore or at the customer's delivery address.
20. IMPORTED-TO-ORDER PRODUCTS
Products imported specifically for a customer may involve:
• Foreign currency commitments
• Manufacturer payments
• International freight
• Customs processing
• Import duties
• Taxes
• Insurance
• Handling charges
• Banking costs
• Other import-related expenses
Once Softcore has committed to the import order or incurred non-recoverable import-related costs, cancellation merely for convenience will not be permitted.
Any statutory rights that cannot lawfully be excluded remain unaffected.
21. CUSTOMER-SPECIFIED PRODUCTS
Where the customer provides:
• Manufacturer
• Model number
• Part number
• SKU
• Technical specification
• Drawing
• Datasheet
• Bill of materials
• Written description
• Existing equipment information
and Softcore supplies the product requested, the customer remains responsible for ensuring that the specified product is suitable for the intended purpose unless Softcore expressly undertook in writing to specify, design or select the solution.
A correctly supplied product is not defective merely because the customer later determines that another product would better suit the application.
22. PRODUCT COMPATIBILITY
Industrial and technical products may require careful compatibility assessment.
Customers should verify relevant requirements before ordering, including where applicable:
• Supply voltage
• Frequency
• Phase
• Current
• Power rating
• Motor rating
• Communications protocol
• Connector type
• Network standard
• Input/output requirements
• Control voltage
• Environmental rating
• IP rating
• Dimensions
• Mounting requirements
• Manufacturer compatibility
• Software compatibility
• Installation requirements
Where assistance is required, customers should contact Softcore before ordering.
23. ORDER CANCELLATION BEFORE COMMITMENT
If a customer requests cancellation before Softcore has:
• Placed the supplier order
• Committed to a non-refundable supplier purchase
• Procured materials
• Allocated project-specific materials
• Commenced manufacture
• Commenced fabrication
• Commenced assembly
• Commenced configuration
• Commenced design or engineering work
• Incurred unavoidable project-specific costs
Softcore may consider cancelling the order.
Any statutory cancellation right will continue to apply where applicable.
24. ORDER CANCELLATION AFTER COMMITMENT
Once Softcore has placed a special order or incurred non-recoverable costs, cancellation will generally not be accepted merely because the customer no longer wishes to proceed.
Where applicable law permits a cancellation but allows reasonable costs or cancellation charges to be recovered, Softcore reserves the right to recover reasonable losses and costs already incurred.
Such costs may include:
• Supplier cancellation fees
• Material costs
• Labour already performed
• Fabrication
• Design
• Engineering
• Freight
• Import costs
• Configuration
• Other unavoidable expenses
Any cancellation charge will be subject to applicable law.
25. CUSTOMER PROJECT CANCELLATION
Cancellation or postponement of the customer's own project, contract or end-customer order does not automatically cancel the customer's obligations to Softcore.
Where Softcore has already committed to suppliers, materials, labour, fabrication or other costs for the customer's order, those commitments remain payable subject to applicable law.
26. RETURN SHIPPING COSTS
Where a product is returned solely because the customer changes their mind and Softcore agrees to accept the return, the customer may be responsible for return delivery costs.
Where goods are validly returned because they are defective, incorrectly supplied or otherwise subject to a statutory right requiring Softcore to bear the return cost, transport costs will be handled in accordance with applicable law.
27. RETURN AUTHORISATION
Please obtain return instructions from Softcore before sending goods.
Industrial products may need to be returned to a specific:
• Supplier warehouse
• Manufacturer
• Distributor
• Technical centre
• Warranty centre
Sending products to an incorrect location may delay assessment and processing.
28. PACKAGING RETURNS
Returned goods must be packaged securely to prevent damage during transportation.
Where reasonably possible, the return should include:
• Original packaging
• Manuals
• Accessories
• Cables
• Connectors
• Mounting hardware
• Documentation
• Any components originally supplied
Customers may be responsible for damage caused by inadequate return packaging where permitted by law.
29. ASSESSMENT OF RETURNS
Certain returned goods may need to be assessed before a refund, repair or replacement can be finalised.
Assessment may involve:
• Visual inspection
• Functional testing
• Manufacturer testing
• Supplier inspection
• Warranty verification
• Serial number verification
• Technical diagnosis
• Inspection for installation or misuse
Assessment is intended to determine the nature and cause of the reported problem and does not remove a statutory consumer right that applies.
30. REFUNDS
Where a refund is approved or legally required, the refund will generally be processed using the original payment method where reasonably possible.
Processing time may depend on:
• The original payment method
• Payment gateway
• Banking institution
• Technical assessment
• Supplier or manufacturer assessment
• Applicable statutory requirements
Softcore will process legally required refunds within the applicable period.
31. SHIPPING CHARGES AND REFUNDS
Original delivery charges and return transport costs may not be refundable where:
• The product was correctly supplied
• The product is not defective
• The return is discretionary
• The customer changed their mind
unless applicable law requires otherwise.
Where Softcore supplied incorrect goods or qualifying defective goods, relevant transport costs will be dealt with according to the customer's applicable rights.
32. REFUSED RETURNS
Subject to applicable law, Softcore may refuse a discretionary return where:
• The product has been used
• The product has been installed
• The product has been commissioned
• The product has been configured
• The product has been programmed
• The product has been modified
• The product has been damaged after delivery
• Components are missing
• Serial numbers have been removed or altered
• The product is no longer in resaleable condition
• The product was specially ordered
• The product was custom manufactured
• The product was custom fabricated
• The product was configured specifically for the customer
• The product was imported specifically for the customer
• The return falls outside any applicable statutory return right
This does not prevent a customer from exercising any statutory right that applies to the transaction.
33. EXCHANGES
Where an exchange is approved, availability of the replacement product must first be confirmed.
If the replacement product costs more than the original product, the customer will be required to pay the applicable difference.
Where the replacement costs less, any applicable balance will be handled according to the agreed exchange or refund arrangement.
34. UNAVAILABLE OR DISCONTINUED PRODUCTS
If Softcore accepts payment for a product and subsequently establishes that the product cannot be supplied, we will contact the customer.
Possible solutions may include:
• An equivalent product
• An alternative product
• A revised lead time
• Backorder
• Cancellation and refund
Softcore will not substitute a materially different product without customer approval where such approval is reasonably required.
35. BUSINESS AND INDUSTRIAL CUSTOMERS
Softcore supplies consumers as well as commercial, industrial, mining, municipal, contractor and other business customers.
The application of particular consumer-protection provisions may depend on:
• The identity and nature of the customer
• The size or nature of the juristic person
• The type of transaction
• The circumstances of the transaction
• Applicable statutory thresholds
• Other requirements of South African law
Where statutory consumer rights apply, nothing in this policy limits those rights.
Where those statutory rights do not apply, the contractual terms agreed between Softcore and the customer, including accepted quotations, purchase orders, special-order conditions and project terms, may govern the transaction.
36. PROOF OF PURCHASE
Softcore may request reasonable proof of purchase when processing a return or warranty request.
This may include:
• Order number
• Invoice
• Quotation
• Payment reference
• Purchase order
• Sales record
• Serial number
Where our systems contain sufficient records, we may be able to verify the transaction without a physical receipt.
37. NO WAIVER OF STATUTORY RIGHTS
Nothing in this Refund & Returns Policy is intended to:
• Exclude a right that cannot legally be excluded
• Exclude liability for defective workmanship where such liability applies
• Prevent a valid claim concerning defective goods
• Prevent a valid claim concerning incorrect supply
• Override applicable South African consumer-protection legislation
The restrictions regarding Special Orders, Custom Orders and Custom Fabrication relate primarily to cancellation or return merely because the customer changes their mind or no longer requires goods after Softcore has already committed resources and incurred costs.
38. CONTACT US
To request a return, report an incorrect, damaged or defective product, enquire about a warranty claim or request information regarding a refund, please contact:
Softcore (Pty) Ltd
Company Registration Number: 2025/519816/07
35 Anne Street
Midrand
South Africa
Email: info@softcoregroup.co.za
Telephone: +27 64 619 3587