Our Return Policy

If you are not completely satisfied with your purchase, you can return the product to us subject to the terms and conditions below. Bitrate Online will either replace, repair or credit your account dependent on the situation. This Policy applies to products purchased from Bitrate Online. Note that software and training are treated differently in section 6 below.

 

Please see our terms and conditions.

 

Process to follow

Contact Bitrate Online at info@bitrateonline.co.za and request a “Return process” with the product model and serial number in the content.

 

1. Incorrect order?

If we deliver the wrong product to you, or if the product is not as described on our website, please notify us. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).

 

2. Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify Bitrate Online within 7 days of such delivery / collection by logging an email return to info@bitrateonline.co.za with the product model, serial number and your contact details. We will arrange collection with you.
Once we have inspected the product and validated your return, we will at your choice repair or replace the product as soon as possible or credit your account with the purchase price of the product.

 

3. Defective products

A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances.

 

The following will not be considered as defects:

  • normal wear and tear;
  • damage arising from accidental spillage, corrosion or electricity spikes;
  • inadequate care of the product leading to damage;
  • damage arising from abuse, user negligence or improper use;
  • modifications to the product which lead to damage;
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    4. Warranty

    If your product becomes defective within 6 months, Bitrate Online will endeavor to either repair or replace it dependent on the manufacturers policy. Please notify us as soon as reasonably possible after you become aware of the defect or poor quality.

    You can do so by emailing info@bitrateonline.co.za with the model number, serial number and your details.

    Once we have inspected the product and corroborated your return, we will either replace or repair the product dependent on the manufacturers policy. If for any reason the product cannot be replaced, Bitrate Online will contact, you to either replace the product with a similar product at your discretion but within the same price range. Failing this, Bitrate Online will credit your account with the purchase price you paid.

    Where there is no longer supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6-month period.

     

    5. Longer Supplier Warranties

    If the manufacturer offers a longer warranty period for the product purchased, then Bitrate Online will extend the warranty to you for the same period offered. The above standard warranty process should be followed but only within the manufacturer’s warranty period. Note that the manufacturers terms and conditions will be in effect.

     

    6. Software and training returns

    Any defect in software shall be dealt with as follows:

  • Should you experience any problems with a software purchase, please contact Bitrate Online within 7 days.
  • We will then investigate the possible cause/s of the problem and how to rectify them. We will be in contact with the manufacturer to ensure the software works according to specification.
  • Unfortunately, Bitrate Online cannot return software where the code is given to the end user as there is no means to stop further use.
  • Training purchases can only be credited before the training takes place.
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    7. Promotional pricing

  • Promotional offers can affect the return policies if a bundle including two or more products is offered. If there is a return it would need to include the full promotional bundle
  • Any return will consider any promotional pricing at the time of your purchase.
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    8. Costs

  • If a return is deemed in error any costs incurred by Bitrate Online will be charged to your account.
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