Device Warranty

Important Information

Our Warranty, Returns, and Repairs policy is fully facilitated by our appointed service and repair partner, CellSell.

When booking a device for repairs with TAPE, the booking can only be made by an individual 18 years or older.

TAPE acts as the initial point of contact for all return requests and will record the return details before referring the matter to our appointed service and repair partner. Thereafter, all processes, communication, assessments, and outcomes will be managed directly between you and the appointed service and repair partner.

Process Overview

If you wish to exercise your rights under this policy, the following process applies:

  1. Log a Return Request with TAPE (via the Order History Page of your online account). Return requests can only be logged online, NOT IN ANY TAPE STORES.
  2. Once confirmed, you must send the completed Return Checklist and all relevant documentation to cellular@tape.co.za. Download the Checklist Here.
  3. BEFORE returning your device, you are required to follow the steps in this guide. If you are unable to do so, liaise with the appointed service and repair partner directly when they contact you to arrange a return collection.
  4. TAPE will forward all submitted details to the appointed service and repair partner.
  5. The appointed service and repair partner will liaise directly with you to facilitate collection, assessment, and resolution.
  6. Collections may take up to 7 working days from confirmation, and outcomes (such as repair, replacement, or refund decisions) may take up to 30 working days from the date of collection or assessment.
  7. TAPE will only process a refund once the appointed service and repair partner has completed the assessment and confirmed that a refund is the applicable outcome.

Possible Outcomes

In line with the Consumer Protection Act, 68 of 2008 (CPA) and the terms of this policy, the following outcomes may result:

  1. Refund – The appointed service and repair partner will recommend a refund to TAPE, who will process it in accordance with TAPE’s Refunds Policy.
  2. Replacement – The appointed service and repair partner will handle this process directly. Any related costs or logistics will be managed by them.
  3. Repair – The appointed service and repair partner will perform or coordinate the repair directly. Any related costs (if applicable) will be managed by them.

The physical condition of the device will be taken into account before any warranty or refund decision, particularly within the first six (6) months of purchase.

Definition of a Repair

A repair may include component replacement, software restoration, configuration resets, or any other necessary action to restore functionality.

General Terms

  1. All collections, assessments, repairs, replacements, and returns are facilitated directly by the appointed service and repair partner, including quotations, logistics, and payments.
  2. Neither TAPE nor the appointed service and repair partner will be liable for screen protectors or accessories removed or damaged during assessment or repair.
  3. TAPE and/or the appointed service and repair partner are authorised to replace parts and materials as required for devices covered under warranty.
  4. For out-of-warranty repairs, a quotation will be issued for approval before any work commences.
  5. Devices not collected within 90 days after the first collection notification may be deemed abandoned and disposed of or sold to recover storage or repair costs.
  6. All completed repairs (excluding liquid/corrosion damage) include a 90-day workmanship warranty from the first collection notification date.
  7. Neither TAPE nor the appointed service and repair partner shall be liable for manufacturer design defects, product liability issues, or indirect/consequential losses of any nature.

Warranty Coverage

All our Devices carry the following limited warranties:

  1. Device Warranty: 12 months from purchase date
  2. Battery Warranty: 12 months (limited)
  3. Repair Workmanship: 90 days (excluding liquid/corrosion damage)

The warranty period commences on the date shown on your delivery note.

Warranty Exclusions (Voided Warranty)

Your warranty will be void if the device shows any of the following:

  1. Physical or liquid damage, misuse, neglect.
  2. Any unauthorised repair/modification.
  3. Alterations such as stickers, glued decorations, or covers affecting performance.
  4. Illegal or tampered software, altered IMEI, or mismatched internal data vs proof of purchase.
  5. Use of incompatible accessories.
  6. Failure to follow manufacturer setup, maintenance, or usage guidelines.

Out-of-Warranty Repairs

For repairs not covered by warranty:

  1. A quotation will be issued before any work begins.
  2. A technical assessment fee may be charged.
  3. A deposit may be required prior to commencement.
  4. Quotations are valid for 10 calendar days.
  5. Payment in full is required before device release.

Out of Box Failures (OBF)

An Out of Box Failure (OBF) refers to a device found to be technically faulty within 7 days of purchase.

Process:

  1. Log a return with TAPE within 7 calendar days from receipt.
  2. Provide original proof of purchase (order number or delivery note).
  3. TAPE will forward all details to the appointed service and repair partner for direct facilitation.
  4. The device will undergo technical assessment to verify the reported fault.
  5. If the issue is confirmed as a valid fault, your available options in terms of the Consumer Protection Act will be provided to you (which may include repair, replacement, or refund depending on the circumstances).

Conditions:

  1. Device, packaging, and all accessories must be in original condition.
  2. IMEI on device, box, and paperwork must match.
  3. Devices with physical or liquid damage, scratches, dents, or tampering do not qualify as OBF.
  4. If a software issue (e.g., firmware or third-party conflict) is identified, the device will be reloaded and returned.

Physical Damage Policy

Devices must be in the same condition as when sold to qualify for warranty or OBF replacement.

Any sign of impact, liquid exposure, corrosion, or user-induced damage will render the claim invalid.