Refund policy

At LoadoutX™, we take pride in supplying premium gaming accessories engineered for serious gamers. Every product undergoes quality inspection before dispatch. If something isn't right, we're committed to resolving it fairly and in accordance with South African consumer law.

By placing an order, you acknowledge that you have read and accepted this Returns & Refund Policy.

1. Change of Mind Returns

If you simply change your mind after receiving your order, we may accept a return at our sole discretion, provided that:

  • You notify us within 7 calendar days of delivery.
  • The product is completely unused.
  • All original packaging, protective films, manuals, accessories and inserts are included.
  • The product is in resalable condition.
  • No seals have been broken where applicable.

The customer is responsible for:

  • Return shipping costs.
  • Safe packaging during return transit.
  • Any loss in value caused by handling beyond what is reasonably necessary to inspect the product.

Once inspected and approved, a refund will be processed less any applicable shipping costs originally incurred.

We reserve the right to refuse a change-of-mind return if the product has been opened, installed, used, damaged or cannot be resold as new.

2. Defective Products

If your product is defective, not functioning correctly or develops a fault covered by the Consumer Protection Act, please contact us as soon as possible.

Where applicable under the CPA, you may choose one of the following remedies:

  • Repair
  • Replacement
  • Refund

This applies only where the defect is not caused by:

  • Misuse
  • Abuse
  • Accidental damage
  • Incorrect installation
  • Power surges
  • Water damage
  • Unauthorized modification
  • Normal wear and tear

LoadoutX™ may inspect the product before approving the claim.

Where necessary, products may be sent to the manufacturer or authorised testing facility for assessment.

3. Incorrect Item Received

If we accidentally send the wrong item, please notify us within 7 days of delivery.

We will arrange collection at our expense and provide either:

  • the correct item; or
  • a full refund.

4. Goods Damaged During Delivery

If your parcel arrives visibly damaged:

  • Photograph the parcel before opening.
  • Photograph the contents immediately after opening.
  • Notify us within 48 hours.

Failure to report transit damage promptly may affect our ability to claim against the courier.

5. Products That Cannot Be Returned

Unless defective under South African law, we cannot accept returns of:

  • Products showing signs of use.
  • Products with missing packaging.
  • Products missing accessories.
  • Products with broken security seals.
  • Items damaged through misuse.
  • Products modified in any way.
  • Products damaged by improper installation.
  • Clearance, liquidation or final-sale items (unless defective).
  • Gift cards or digital products.

6. Hygiene & Safety

Where products include protective films, sealed packaging or hygiene seals, these must remain intact for change-of-mind returns.

Once removed, returns may only be accepted where required by law.

7. Return Condition Requirements

Returned products must be:

  • Clean.
  • Complete.
  • Free from scratches, dents or marks.
  • Packed in the original packaging.
  • Include all accessories, cables, manuals and promotional items.

Products returned with missing items may incur a reasonable deduction from the refund amount.

8. Return Shipping

For approved change-of-mind returns:

  • Customers are responsible for return courier costs.
  • Original shipping charges are non-refundable.

For defective products or items supplied incorrectly:

  • LoadoutX™ will arrange collection or reimburse reasonable courier costs where appropriate.

9. Inspection Process

Every returned item is inspected before a refund, replacement or repair is approved.

Inspection may take up to 10 business days after receipt.

Where testing is required, additional time may be necessary.

10. Refund Processing

Approved refunds are processed using the original payment method.

Please allow 5–10 business days after approval for funds to reflect, depending on your payment provider.

Shipping charges are refundable only where required by law or where the return results from our error.

11. Warranty

Where applicable, products include the statutory protections provided under South African law.

Any manufacturer's warranty operates in addition to—not instead of—your rights under the Consumer Protection Act.

Warranty claims do not cover:

  • Cosmetic damage.
  • Normal wear and tear.
  • Damage caused by accidents.
  • Water or liquid damage.
  • Improper use.
  • Unauthorised repairs.
  • Modification of the product.

12. Fraud Prevention

To protect all customers, LoadoutX™ reserves the right to:

  • Verify proof of purchase.
  • Request photographs or videos.
  • Request the return of the product before issuing a refund.
  • Refuse fraudulent or abusive claims.
  • Record serial numbers where applicable.
  • Report fraudulent activity to the appropriate authorities.

13. Consumer Protection Act

Nothing in this Returns & Refund Policy limits or excludes any rights that consumers have under the Consumer Protection Act 68 of 2008 or any other applicable South African law.

Where this policy conflicts with mandatory legal rights, the applicable law will prevail.

14. How to Request a Return

To request a return, please provide:

  • Your order number.
  • Full name.
  • Contact details.
  • Reason for the return.
  • Photographs or videos where relevant.

Our support team will provide further instructions before any goods are returned.