Warranties

Re.Works OBF (Out of Box Failure) Process

Re.Works contacts the end-user and advises of the OBF procedure (see attached sheet). This process will be as follows:

The fault must be reported within 7days.
The equipment and components must be completely identical to those originally supplied.
The primary battery carries a 3-month warranty.
The end-user to share photos of the device via email to the Re.Works team.
Re.Works will arrange the collection of the device and will request the end-user attends to the below prior to the collection of the device:
- The device is placed into the original packaging.
- All original accessories are packaged with the device.
- All customer data is backed up.
- All passwords have been removed.
- The device is securely wrapped before the courier places the device into the courier bag to avoid physical damage whilst in transit.

Important to note – An OBF will be rejected should any of the following occur upon inspection of the device:

Should the device fail any of the above criteria, the device will then follow either the In-Warranty Process or the Out of Warranty Process

Should the device be an approved OBF, Re.Works will either replace the device with an exact or better specification device or issue a credit note and a refund will be processed:

In the event of a refund, Re.Works will require a bank authentication letter (not older than 3 months), in order to process the refund.

Dependent on the severity of the defect, the turn-around period in finalising the OBF claim could be between 7 – 14 days.

The warranty is only valid, provided there has been no tampering with the components originally supplied, each component’s serial number is on record.

Re.Works contacts the end-user and prompts the customer to take the faulty device to an authorised repair centre

Alternatively, Re.Works will remotely, attend to run through the In-Warranty process with the end-user.

Re.Works will arrange the collection of the device and will request that the end-user attends to the below prior to the collection of the device.

A courier fee, calculated according to location, will be charged for device pickup and delivery before and after the repair, and must be paid in advance.
The fault must be reported within 12months.
- The device is placed into the original packaging.
- The equipment and all components must remain completely identical to those originally supplied. Any tampering with, opening of, or unauthorized modification to the laptop will void the warranty.
- All customer data is backed up and all passwords are removed.
- The device is securely wrapped before the courier places the device into the courier bag to avoid physical damage whilst in transit.

Re.Works arranges the collection of the device and supplies all relevant courier information to the end-user

Once the device is received at Re.Works, the device will be assessed according to the following criteria:

Serial numbers of primary device and all components
Is the device an In-warranty repair?
Is there any evidence of liquid or physical damage? (cracked/scratched screen, severe scratches/dents to lids, base covers, palm rest)
Any damage or failure other than what could be expected with normal wear and tear incurred through ordinary usage which would include but is not limited to:
- Any abuse or misuse of the equipment
- Damage caused by lightning or electricity surges.
- Losses or damages arising from anyone’s failure to carry out any backups of data, any security updates or losses and damages arising from the loss, breach, or breakdown in confidentiality of any data residing anywhere in the equipment.
- Any repairs and or maintenance carried out on the equipment by anyone other than a Re.Works approved service provider.
- Software problems
- Any components or parts that are missing or different to those originally supplied by Re.Works and or damages and defects to the equipment arising out of such missing or different components and parts.

Should the device fail any of the above criteria, the device will then follow either the In-Warranty Process of Out of Warranty Process

Should the device pass the initial assessment, the device will be sent to the authorised technical repair centre for further evaluation.

Should the device be deemed a valid In-warranty repair, the repairs will be undertaken and returned to the end-user. Turnaround time cannot be confirmed due to availability of spares at any given time.

Re.Works will arrange the collection of the device and will request the end-user attends to the below prior to the collection of the device.

All original accessories are packaged with the device.
All customer data is backed up and all passwords are removed.
The device is securely wrapped before the courier places the device into the courier flyer bag to avoid physical damage whilst in transit.

Re.Works arranges the collection of the device and supplies all relevant courier information to the end-user

A courier fee, calculated according to location, will be charged for device pickup and delivery before and after the repair, and must be paid in advance.

Once the device is received by Re.Works, the device will be assessed according to the following criteria:

Should the end-user require a damage/fault report, this will be made available at a cost of R450.00 (including VAT). The damage report will reflect the following information:

Should the device be repairable, a quotation for the repair of the device will be supplied to the client.

Based on the approval of the quotation, the device will either be repaired or returned to the end-user

Turnaround time cannot be confirmed due to the availability of spares at any given time.