1. Introduction and scope
1.1 This Returns, Refunds and Warranty Policy (“Policy”) applies to all Volkano products purchased directly from za.volkano.com (the “Website”) where the seller on the invoice is SMD Technologies (Pty) Ltd.
1.2 If you purchased a Volkano product from another retailer or e‑commerce platform (for example Takealot, Makro or other authorised resellers), your returns, refunds and initial warranty claims must be handled through that retailer or platform in accordance with their policies. Products must be returned to the specific merchant where purchased.
1.3 This Policy must be read together with the Website Terms and Conditions. Nothing in this Policy is intended to limit or exclude any rights you may have under South African law, including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).
2. Your statutory rights (CPA and ECTA)
2.1 Under sections 55 and 56 of the CPA, goods sold to consumers in South Africa are subject to an implied warranty of quality for six months from the date of delivery. This means that goods must be:
- reasonably suitable for the purposes for which they are generally intended;
- of good quality, in good working order and free of defects;
- useable and durable for a reasonable period; and
- compliant with applicable standards.
2.2 If, within six months of delivery, goods fail to meet these standards and the failure is not due to misuse, unauthorised alterations, normal wear and tear or other exclusions permitted by the CPA, you may return them and choose one of the following remedies:
- repair;
- replacement; or
- refund of the price paid.
2.3 We are entitled to inspect and test the product to verify the defect. If we dispute your choice of remedy, we will act in accordance with the CPA and any applicable guidance from the National Consumer Commission or relevant ombud.
2.4 Where a transaction qualifies as “direct marketing” and the requirements of section 16 of the CPA or section 44 of ECTA are met, you may have additional cooling‑off rights. Where applicable, we will honour those rights in accordance with the law.
3. Volkano Limited Warranty
3.1 In addition to your statutory rights, Volkano offers the following limited warranty from the original date of purchase:
- Volkano electronics: 12 months
- Volkano backpacks: 24 months
3.2 This limited warranty covers defects in materials, components and workmanship arising under normal consumer use and when used in accordance with the user manual and product instructions.
3.3 The limited warranty applies to products sold by Volkano or by authorised resellers and e‑commerce sellers. Warranty queries for purchases made through authorised retailers or platforms must be handled by the platform of purchase, which will liaise with us as necessary.
3.4 For quality‑related claims, items will generally be replaced with a new or equivalent item. If replacement is not possible, we may offer a full or partial refund, taking into account the device’s usage and age. Replacements carry the longer of the original warranty period or 3 months from the date of replacement. Products that have been fully refunded are no longer covered by warranty.
3.5 This limited warranty does not cover:
- products without valid proof of purchase;
- items outside the warranty period;
- damage or issues not related to product quality;
- damage caused by misuse, neglect, improper installation, unauthorised modification or repair, dropping, impact, liquid or water damage, power surges or use with incompatible accessories or power sources;
- damage arising from use contrary to the user manual;
- cosmetic damage that does not affect functionality (scratches, dents, etc.);
- consumables and accessories such as ear tips, cables, packaging materials, or other items that are expected to wear out over time;
- products purchased from unauthorised resellers.
4. Dead‑on‑arrival (DOA) and very early failures
4.1 If a product purchased from za.volkano.com is dead on arrival (for example, it does not power on, is missing key components, or has obvious defects) or fails very shortly after delivery, you must notify us as soon as reasonably possible, preferably within seven (7) calendar days of delivery, by emailing returns@smdtechnologies.com with your order number, description of the fault and clear photographs or video where possible.
4.2 Where a product is confirmed to be DOA or to have an early manufacturing defect, and the failure is not due to misuse or physical damage, we will normally:
- arrange collection at our cost; and
- offer you a replacement, or a refund if a replacement is not available,
subject to your rights under the CPA.
5. Warranty claims (after DOA period)
5.1 If a defect arises after the DOA period but within the applicable warranty period, you may lodge a warranty claim by contacting returns@smdtechnologies.com and providing:
- your full name and contact details;
- order or invoice number;
- date and place of purchase;
- product model and code (SKU/EAN);
- description of the defect and how/when it occurs; and
- clear photographs or video showing the issue where possible.
5.2 We may request that you return the product for inspection. For products purchased on za.volkano.com, we will arrange and pay for reasonable courier collection for in‑warranty defects.
5.3 After inspection and testing, if the product is found to have a manufacturing defect covered by the limited warranty, we will:
- repair the product; or
- replace it with a new or equivalent item; or
- if repair or replacement is not possible, offer a full or partial refund,
taking into account the age and usage of the product and your statutory rights.
5.4 If the product is found not to be defective or the fault is caused by misuse, unauthorised modification, incorrect installation, physical damage, liquid damage, or other excluded causes, we may:
- return the product to you unrepaired; and
- require you to cover the courier costs; and
- in appropriate cases, charge a reasonable assessment or handling fee.
6. Returns where no defect is proven or warranty does not apply
6.1 We are not obliged to accept returns for non‑defective products or for “change‑of‑mind” reasons, and this Policy does not create any general right to return non‑defective goods.
6.2 If, in our discretion, we agree to accept a return where no defect is proven or where the product is out of warranty or otherwise not covered, the following will apply, unless we agree otherwise in writing:
- you will be responsible for all shipping costs;
- any refund or credit may be subject to a reasonable handling fee; and
- items that are incomplete, show signs of heavy use, or are missing packaging, accessories or documentation may be rejected or refunded at a reduced value.
6.3 The following scenarios typically require the buyer to cover shipping costs:
- returns where no defect is proven;
- returns outside the warranty period;
- accidental returns; and
- returns of fully functional items.
7. Returns procedure for purchases from za.volkano.com
7.1 To log any return or warranty claim for products purchased directly on za.volkano.com:
- Email returns@smdtechnologies.com;
- Include your full name, contact number, order number and delivery address;
- Provide details of the product, description of the issue and supporting photos or video.
7.2 We will respond with instructions, including:
- whether the product must be returned for inspection;
- how to package the product; and
- whether collection will be arranged by us or whether you must use your own courier.
7.3 You must package products securely for transport. We are not responsible for damage caused by inadequate packaging for items returned via your own courier.
8. Condition of returned products
8.1 When returning products, please ensure that, where reasonably possible, they are:
- clean and free from excessive dirt or contamination;
- accompanied by all original accessories, manuals, chargers, cables and packaging; and
- accompanied by proof of purchase.
8.2 Products missing essential components (for example, chargers, earphones or key accessories) may not qualify for full credit or replacement.
9. Refund processing
9.1 Once a return or warranty claim has been approved, any applicable refund will be processed within a reasonable period, usually within 7 business days after approval. Banking and payment‑gateway processing times may affect how quickly refunded amounts reflect in your account.
9.2 Refunds will normally be made via the original payment method used for the purchase. Where this is not possible, we may request your banking details to process an electronic funds transfer.
9.3 We do not issue cash refunds.
10. Contact details
10.1 All returns and warranty enquiries for purchases on za.volkano.com must be directed to:
- Email: returns@smdtechnologies.com
- Telephone: 011 608 3633
- Address: 2 Lascelles Road, Meadowbrook, Edenvale, 1609, South Africa