Ackermans Online: Cellular Terms and Conditions

Delivery Rates & Times

Please note: This is only applicable to South Africa.

RICA Process for Cellular Devices

All cellular devices available for purchase on Ackermans Online will be sold together with a SIM card, which will be liable to comply with RICA requirements (the mandatory legal process that requires all active SIM cards to be registered). SIM registration and activation will be done on behalf of all customers either in-store or after delivery.

When purchasing a cellular device online, you will be required to capture a valid 13-digit South African ID number and RICA Billing Address (only physical addresses). Proof of both will be required for verification either upon collection in-store or home delivery.

For in-store collection of Click & Collect Express orders:

• Present your order reference number and OTP received via SMS to the in-store Phadima. Please note that large orders may consist of multiple parcels.
• Ensure you have a valid Identity Document and Proof of Residence (not older than 3 months) that matches the RICA details captured online during checkout.

See examples of these below:

Please note that no orders containing cellular devices will be handed over in-store if you are not RICA compliant. Once RICA registration of the SIM card(s) has been successfully completed in-store, the SIM card(s) will be activated by the network provider and ready to use.

For Home Delivery:

• You will be advised on the day your order will be delivered, which may be any time between 08h00 and 17h00. Your signature will also be required to confirm delivery.
• You must present a valid Identity Document and Proof of Residence (not older than 3 months) that matches the RICA details captured online during checkout. Both will be scanned by the nominated courier to complete your order delivery

• If you are not available at the time of delivery, you will be contacted by the courier to arrange for a second delivery attempt. If you require the courier to make the delivery at a different address to the one provided on checkout, you will be able to amend your delivery address on their online portal via a link.

• Please note that in certain areas deemed as high risk by our couriers, you might be contacted to make alternative arrangements for delivery to ensure the safe handover of your purchase.
• SIM registration and activation will be undertaken within 24 hours of delivery.
• If, for whatever reason, you will not be able to receive your order delivery, please contact the courier or Ackermans Customer Care for alternate arrangements.

Returns Policy 

 Upon purchasing the device, you have a 7-day OBF (Out of Box Failure) period. This starts from the day the parcel is collected at the collection store or successfully delivered i.e. date of collection is regarded as Day 1. This means the device can then be returned to the nearest Ackermans or Ackermans Connect Store in South Africa, where the in-store Phadima will assess the device for any physical damage.

The handset may be refunded, provided it:

• Is within 7 days from the Collection Date or successful Delivery Date; and

• Has not been physically damaged; and

• Is returned with the original packaging, accessories and proof of purchase or proof of delivery.

No physical replacement of the device can be done in-store. A refund will be done to the tender type used for purchasing the device. Please adhere to all manufacturer’s instructions always included with all our devices, as failure to do so will result in us not being able to commit to a refund.

You will be required to allow us to inspect all items upon return. Please note, our receipt of the returned device(s) for inspection will in no way constitute or be deemed to be acceptance of a return of the device(s), or confirmation of the apparent fault, or of an obligation to process a refund for the device(s). We will unfortunately not accept a return of any cellular device should the device have been damaged, or due to:

o   Carelessness;

o   Non-standard or unusual use;

o   Failing to adhere to the instructions attached to or sent with the device(s);

o   Misuse or failure to maintain thedevice(s);

o   Irregular conditions; or

o   Any other manner of use or handling which indicates a lack of reasonable care with the device(s)

·       You have attempted to alter or repair the device(s) yourself or have allowed a third party to do so or attempt to do so;

·       The device(s) have deteriorated because of fair wear and tear which is reasonably expected in the normal and regular use of the device(s);

·       The number of days from collection in-store or post delivery exceeds the allowed 7 days.

After Out of Box Failure (OBF) 

After the 7-day OBF period has ended, the device is still covered by a 12-month repair guarantee. In terms of this repair guarantee the device can be returned to any Ackermans or Ackermans Connect Store in South Africa to be booked for an expert assessment with the relevant network service provider. The handset will be repaired if it adheres to the below conditions and once repaired will be returned to the Ackermans or Ackermans Connect Store where it was booked.

The device also has a 12 month repair guarantee that is voided with the network service provider if:

• It has been physically damaged; or

• Is repaired by anyone other than the network service provider; or

• Proof of purchase is not presented.

Important: Where on expert assessment there is physical damage to the device, you will be given a quote for the repairs. In the event of the quotation being rejected, a quote rejection fee is payable to the network provider before collection or issuing the return of the device to the store where it was booked.

If you have any questions on how to return your item to us, contact Ackermans Customer Care on 0860 900 100 or +27 (0) 12 928 1040. Queries can also be emailed directly to CustomerCare@ackermans.co.za.