Return and Refund Policy

MCS Office National is committed to handling returns fairly, reasonably and in accordance with applicable South African consumer law.

This policy explains how we deal with unwanted or incorrectly ordered products, personal preference and product expectations, products reported as defective, online cooling-off rights, and special, bulk or specially procured orders.

Unwanted or Incorrectly Ordered Products

There is no general right under the Consumer Protection Act to return ordinary goods simply because a customer has changed their mind, subject to specific statutory return or cooling-off rights that may apply.

Outside of any statutory right, MCS Office National may, at its discretion, consider a voluntary return request made within 7 days of delivery.

To be considered for a voluntary return:

• The product must be unused and undamaged.
• The product must be complete and in fully resaleable condition.
• Original packaging, accessories, manuals and supplied components must be included where applicable.
• Factory-sealed products must remain sealed where the return is based only on a change of mind or incorrect ordering.
• A receipt, invoice, order number or other proof of purchase must be provided.

Products that have been used for sampling, demonstration, temporary use, testing or evaluation will not normally qualify for a voluntary change-of-mind return where such use has affected the product, packaging or resaleability.

This voluntary return policy does not limit any statutory return right that may apply to a particular transaction.

Personal Preference and Product Expectations

A product is not automatically defective merely because its appearance, feel, colour, shade, size, weight, firmness, flexibility, texture, brightness, finish, performance characteristics or other normal qualities differ from a customer's personal preference or expectation.

The relevant consideration is whether the product materially corresponds with the description and specifications under which it was sold and whether it reasonably performs the ordinary purpose for which that type of product is intended.

For example, a product being more or less rigid, flexible, firm, soft, smooth, heavy, light, bright, sharp, textured or differently shaded than a customer personally expected does not by itself establish that the product is defective.

This does not affect a customer's rights where a product is genuinely defective, materially differs from the product ordered or advertised, fails to meet a material specification, or is unsuitable for a specific purpose that was clearly communicated to and accepted by MCS Office National before the purchase.

Products Purchased for a Specific Purpose

Where a customer clearly informs MCS Office National, before purchasing, that a product is required for a particular purpose and relies on our recommendation or advice, applicable consumer rights may arise if the product is subsequently found to be unsuitable for that communicated purpose.

A customer's personal expectation or intended use that was not communicated to MCS Office National before the purchase is not automatically an agreed product requirement.

Return Costs for Unwanted Goods

Where a return is requested because the customer changed their mind, ordered the incorrect item or quantity, no longer requires the goods, or for another reason that is not attributable to MCS Office National or a qualifying product defect:

• The customer is responsible for arranging and paying for the return of the goods.
• The goods remain the customer's responsibility until received by MCS Office National.
• The original delivery charge is normally not refundable where the original delivery service has already been completed.

These provisions do not apply where applicable South African law specifically requires MCS Office National to bear the relevant return cost.

Partial Returns and Delivery Charges

Returning one or more products from an order does not automatically make the original delivery charge refundable.

Where a customer retains part of an order and the original order was correctly delivered, the delivery service has still been performed and the original delivery charge will ordinarily remain payable, unless applicable law requires otherwise.

Any cost relating specifically to the return, collection or replacement of a product established as defective will be dealt with separately in accordance with applicable consumer law.

Voluntary Return and Restocking Costs

Where MCS Office National agrees to accept a voluntary return that is not based on a statutory return right, a reasonable handling, administration or restocking charge may apply where permitted by law.

This may include situations where:

• The customer changed their mind.
• The incorrect product or quantity was ordered by the customer.
• The goods are returned for convenience rather than because of a qualifying defect or an error by MCS Office National.
• Reasonable repacking, handling or restocking costs are incurred.

No handling, administration or restocking charge will be imposed where such a charge is prohibited by applicable law.

Products Reported as Defective

If you believe that a product is defective, faulty, unsafe, of unacceptable quality or not reasonably suitable for its ordinary intended purpose, please report the matter to MCS Office National.

Please provide:

• Your order number, invoice or other proof of purchase.
• The product concerned.
• A reasonable description of the problem experienced.
• Photographs or video where these can reasonably assist in identifying the reported problem.

Qualifying goods are subject to the statutory implied warranty of quality provided for under the Consumer Protection Act.

The statutory six-month period does not mean that every product or consumable is guaranteed to physically last for six months. Reasonable durability depends on the nature of the product, the use to which it would normally be put, the frequency and manner of use, and the surrounding circumstances.

Inspection and Assessment of Reported Defects

A report of a defect will be taken seriously. However, where the existence, nature or cause of the reported problem cannot reasonably be established without inspection or testing, MCS Office National must be given a reasonable opportunity to assess the product.

Depending on the product, location and nature of the reported problem, MCS Office National may:

• Request photographs or video showing the reported problem.
• Arrange for an MCS Office National representative to inspect the product.
• Arrange for a supplier or manufacturer representative to inspect the product.
• Arrange collection of the product for assessment.
• Request that the product be returned to MCS Office National.
• Refer the product to a manufacturer, distributor or authorised service agent where reasonably necessary.

The customer must make the product reasonably available for inspection, testing or assessment.

Acceptance of a return request, arranging collection, inspecting a product, or receiving a product for assessment does not by itself constitute confirmation or admission that the product is defective.

Where inspection is reasonably necessary, a defect-based remedy will be finalised once MCS Office National has had a reasonable opportunity to establish the nature and cause of the reported problem.

Assessments will be handled within a reasonable period and will not be used to unreasonably delay any statutory remedy to which the customer may be entitled.

Consumable and Everyday Office Products

Many products sold by MCS Office National are consumable products or items that naturally wear, deplete or change through ordinary use.

These may include writing instruments, pencils, markers, adhesive products, cutting products, filing products, printer consumables, batteries and other everyday office supplies.

Normal consumption, depletion, wear or deterioration resulting from reasonable ordinary use is not a product defect.

The expected useful life of a product will vary according to its nature, quality, frequency and manner of use, storage conditions and the surrounding circumstances.

A consumable or everyday product may nevertheless be reported where it appears to have been faulty from the outset, fails prematurely in circumstances inconsistent with reasonable normal use, or otherwise does not reasonably perform its ordinary intended function.

Where a Product Is Confirmed to Be Defective

Where assessment establishes that a product fails to meet the applicable quality standards under the Consumer Protection Act, MCS Office National will honour the consumer's applicable statutory rights.

Where applicable, this may include a repair, replacement or refund in accordance with the Consumer Protection Act.

Where applicable law requires MCS Office National to bear the risk and expense of returning defective goods, we will arrange an appropriate collection, return or inspection method.

Please contact MCS Office National before arranging your own courier for an allegedly defective product, as we may be able to arrange collection, an onsite inspection, assessment by a representative or another suitable method.

Where No Qualifying Defect Is Established

If inspection or assessment does not establish a qualifying defect, the product will not be processed as a defective-goods return.

This may include circumstances involving:

• Normal wear, consumption or depletion.
• Personal preference or expectation rather than a product failure.
• Normal characteristics of the particular product.
• Performance that is consistent with the product's description and ordinary intended use.
• Incorrect use or misuse.
• Accidental damage.
• Failure to follow product instructions or warnings.
• Improper storage or handling after delivery.
• Unauthorised alteration, modification or repair.
• Damage arising after delivery that is not attributable to a defect in the product.

Where no qualifying defect is established, the customer may still request a voluntary return if the product meets the applicable voluntary return requirements, or rely on another statutory return right where one applies.

Multiple Products in One Order

Each product reported as defective will be considered individually.

A defect affecting one product does not automatically establish that other products in the same order are defective and does not automatically convert the entire order into a defective-goods return.

Products for which no defect is reported will be dealt with separately according to the reason for their return and any applicable statutory rights.

Incorrect or Damaged Deliveries

If MCS Office National supplied the incorrect product or quantity, or goods were damaged during delivery, please notify us as soon as reasonably possible.

Where the error or damage is attributable to MCS Office National or our delivery process, we will arrange the appropriate collection, correction, replacement or refund in accordance with applicable law.

Online Orders and ECTA Cooling-Off Rights

Certain electronic transactions with qualifying consumers are subject to the cooling-off provisions of the Electronic Communications and Transactions Act 25 of 2002 (ECTA).

Where section 44 of ECTA applies, a qualifying consumer may cancel the applicable transaction within 7 days after receiving the goods, without giving a reason, subject to the conditions and exclusions contained in ECTA.

Where this statutory cooling-off right applies:

• No cancellation penalty will be imposed contrary to ECTA.
• The consumer may be responsible for the direct cost of returning the goods as provided for by ECTA.
• Any refund due will be processed within the period required by law.

Not every electronic transaction qualifies for this cooling-off right. ECTA contains exclusions for certain products and transactions, and the applicability of the cooling-off provisions depends on the nature and circumstances of the transaction.

Special, Bulk and Specially Procured Orders

MCS Office National supplies both ordinary stock items and products or quantities that must be obtained specifically to fulfil a customer's order.

This may include:

• Unusually large quantities that MCS Office National does not ordinarily hold in stock.
• Products specifically procured from a supplier for a particular customer's requirements.
• Specially imported products.
• Custom-manufactured products.
• Branded, printed, engraved or personalised products.
• Products altered or configured to a customer's specifications.

Where goods qualify as special-order goods under applicable consumer law, certain ordinary cancellation rights may be restricted or may not apply.

MCS Office National may require a reasonable deposit, full payment, purchase order or written acceptance of special-order conditions before committing to procurement, production or customisation.

Once MCS Office National has committed to purchasing, importing, manufacturing, branding, altering or procuring goods specifically for a customer's requirements, a voluntary cancellation or change-of-mind return may be restricted or declined to the extent permitted by law.

A large quantity does not automatically make an order a special order. The circumstances of the transaction, including whether MCS Office National was required to procure, create or alter the goods specifically to satisfy that customer's requirements, will be considered.

Special-order restrictions do not remove statutory rights relating to goods that are genuinely defective, incorrectly supplied or otherwise fail to comply with applicable law.

Cancellation of Special or Bulk Orders Before Delivery

Customers should carefully confirm products, quantities, specifications, colours and other relevant requirements before approving a special or bulk order.

Where cancellation is legally permitted, MCS Office National may impose a reasonable cancellation charge where allowed by law, taking into account the circumstances of the order and costs reasonably incurred.

Where goods qualify as special-order goods, ordinary advance-order cancellation provisions may not apply.

Customised, Branded and Personalised Products

Products manufactured, altered, printed, branded, engraved, personalised or otherwise produced specifically according to a customer's requirements will not ordinarily qualify for a voluntary change-of-mind return once production or customisation has commenced.

Applicable statutory rights relating to genuinely defective, incorrectly produced or incorrectly supplied goods remain unaffected.

Factory-Sealed Products

Certain products may only qualify for a voluntary change-of-mind return while their original factory seal or protective packaging remains intact.

These may include:

• Printer ink and toner cartridges.
• Data storage products.
• Software or licensed products.
• Products where opening the packaging materially affects resaleability.

This restriction applies to voluntary returns and does not remove statutory rights relating to genuinely defective products or another return right that cannot lawfully be excluded.

Refunds

Where inspection or assessment is reasonably required, MCS Office National will complete the applicable assessment and advise the customer of the outcome.

Where a refund is approved or required by law, it will be processed using an appropriate payment method and within any period required by applicable law.

Refunds will apply only to the products and charges that qualify for refund according to the reason for the return and the applicable statutory provisions.

How to Request a Return

To request a return, please visit our Product Returns page or contact us through our Contact Us page.

If several products from one order are involved, please identify each product and provide the reason for returning each item.

Where you believe a product is defective, please contact us before arranging your own return courier. We may arrange collection, inspection at your premises, assessment by a representative, return to MCS Office National or another reasonable assessment method.

Your Statutory Consumer Rights

Nothing in this Return and Refund Policy is intended to exclude, restrict, waive or replace any consumer right that cannot lawfully be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.

MCS Office National — Fair returns, reasonable product assessment and responsible consumer protection.