Returns & Refunds Policy
This policy explains when products may be returned, replaced, repaired, refunded, or cancelled, and how custom PCB orders are treated once production work has started.
This policy is intended to align with South African consumer and e-commerce principles, including the Consumer Protection Act and Electronic Communications and Transactions Act where they apply. Nothing in this policy limits rights that cannot lawfully be excluded.
Custom PCB Orders
Custom PCB orders are manufactured to the customer's uploaded Gerber files, selected specifications, quantities, finishes, and production requirements. Because these boards are made to customer specifications, custom PCB orders are not eligible for change-of-mind returns, cancellations, exchanges, or refunds once the order has been accepted for engineering review, procurement, panelisation, tooling, manufacturing, assembly, or any other production step.
If a custom PCB order is defective because of an ExpandoWorks manufacturing error, or if the delivered boards do not reasonably conform to the confirmed order specifications, we will assess the issue and may repair, replace, remake, credit, or refund the affected portion as required by applicable law and the circumstances of the order.
ExpandoWorks is not responsible for defects caused by incorrect, incomplete, corrupt, or unsuitable customer files, incorrect specifications supplied by the customer, design errors, component selection issues, misuse, unauthorised modification, incorrect installation, or handling outside the agreed operating conditions.
Standard Products
Standard catalogue products may be returned only where permitted by law or approved by ExpandoWorks in writing. Products must generally be unused, complete, safely packaged, and returned with all accessories, manuals, certificates, and proof of purchase.
We may refuse a return or reduce a refund where goods are damaged through misuse, missing parts, altered, installed, contaminated, or no longer in a resaleable condition, except where the return is due to a defect or non-conformance for which ExpandoWorks is responsible.
Defective, Incorrect, Or Damaged Goods
If goods are defective, unsafe, materially different from what was ordered, or damaged on delivery, notify us as soon as reasonably possible. Include your order reference, contact details, photographs, and a description of the issue.
Depending on the circumstances and applicable law, we may inspect the goods and offer a repair, replacement, remake, credit, or refund. Courier damage must be reported quickly so that the courier claim process can be started.
Online Cooling-Off
Where South African e-commerce cooling-off rights apply, eligible online purchases may be cancelled within the statutory period. These rights do not generally apply to goods made to a customer's specifications, personalised goods, custom PCB orders, opened consumables, software or digital services already accessed, or other excluded categories recognised by law.
Return Process
- Email sales@expandoworks.com before sending anything back.
- Include the order number, invoice number, product name, reason for return, and supporting photos or files.
- Wait for written return authorisation and return instructions.
- Package goods securely. You remain responsible for goods until received by ExpandoWorks unless we arranged collection.
- Do not return batteries, electronics, or sensitive items in unsafe packaging.
Refund Timing And Method
Approved refunds are normally processed to the original payment method or by another agreed method. Refund timing may depend on inspection, banking timelines, payment provider processing, courier claims, and any lawful deductions for missing items, damage, use, or collection costs.
Need Help?
For shipping, fulfilment, and delivery details, see our Shipping & Returns page. For product or PCB return questions, contact sales@expandoworks.com.