Questions & Answers
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CONTACT INFORMATION
Do you have questions about how we can assist? Send us an email and we’ll get in touch shortly.
We are available Monday to Friday, 9:00 to 17:00, and Saturday, 9:00 to 12:00.
WhatsApp messages are answered as soon as we are able to.
Shopping Information
What does "Certified Pre-Owned" mean?
Every device we sell goes through a full technical inspection before it is listed. We test the screen, body, battery, cameras, speakers, microphone, buttons, charging port and all wireless functions. The device is then factory reset and confirmed free of any iCloud or network locks, and graded according to its cosmetic condition.
Kindly note we do not list any device that has failed part of this inspection.
What do the condition grades mean?
The grade describes the cosmetic condition of the device only. Every device we sell is fully tested and fully functional regardless of grade, and every grade carries the same warranty.
Brand New — Sealed and never used, in full manufacturer packaging with original accessories.
Grade A – Excellent — Near flawless. No marks on the screen and no visible marks on the body at normal viewing distance. Battery health 90% or higher.
Grade B – Very Good — Light signs of use. Minor micro-scratches may be present on the body, the screen is free of any noticeable marks. Battery health 85% or higher.
Grade C – Good — Visible signs of use. Scratches or small dents on the body, and the screen may carry light marks that are not noticeable when the device is in use. Battery health 75% or higher.
A Grade C device performs exactly the same as a Grade A device - the difference is in how it looks, not how it works.
What battery health can I expect?
Every device meets a minimum battery health of 75% , verified during inspection. Battery health is also tied to the grade you select - see the grading question above.
If you would like the exact battery health of a specific unit before you buy, contact us and we will check it for you.
Are your devices network locked or iCloud locked?
No. Every device is open network and will work on any South African network. All devices are confirmed clear of iCloud and any carrier locks before they are listed.
Kindly note we do not deal in blacklisted or reported devices. Every IMEI is checked before dispatch.
Will I receive the same device shown in the picture?
The images on our product pages are stock images used to show the model and the colour range available. The device you receive will be the exact model, storage size, colour and grade you select at checkout.
Because every pre-owned device is unique, small cosmetic differences within the selected grade are normal. If you would like actual photographs of your device before we dispatch, contact us and we will gladly send them through.
Will you restock items shown as out of stock?
Our stock changes regularly and popular models are usually replaced within a short period. Because each device is sourced individually, we are not able to guarantee that a specific colour or grade will return.
Contact us with the model you are looking for and we will let you know as soon as it becomes available.
Payment Information
What payment methods do you accept?
We accept Credit Cards through Stitch. We also offer pay-over-time options through PayJustNow and Payflex.
Can I pay in instalments?
Yes. PayJustNow and Payflex allow you to split your purchase into interest-free instalments, and Mobicred offers a revolving credit facility over a longer term.
These options are provided by the relevant credit or payment provider, not by us. Each applies its own approval criteria and terms, which you will see before you complete your order.
Is it safe to pay on your website?
Yes. Our site runs on a secure encrypted connection, and all card and banking details are captured directly by our payment providers on their own secure systems.
We never see or store your card number, CVV or banking login details.
When will my order be dispatched after payment?
Orders are dispatched once payment reflects and has been confirmed. Card and instant EFT and PayJustNow/Payflex payments usually confirm immediately.
How will I be refunded?
Refunds are processed back through the original payment method. Where you paid using a pay-over-time provider, the refund is processed through that provider and your instalment plan is adjusted accordingly. Kindly allow up to 7 business days for the funds to reflect, as this depends on your bank or provider.
For Buy Now, Pay Later Options, Do I need to pay for the full order or do I get the phone after the first payment?
As soon as we get the email from the BNPL provider (i.e PayJustNow/Payflex) we can then release the device.
Orders and Returns
What are your delivery charges?
Delivery is charged at a flat rate of R150 to any address in South Africa. The exact cost is shown at checkout before you pay.
How long will delivery take?
Most orders arrive within 2 to 3 working days of payment being confirmed. Outlying areas can take slightly longer.
You will receive a tracking number by email as soon as your order is dispatched.
Can I collect my order instead?
Yes. We have collection points in Durban, Pretoria and Cape Town.
Select collection at checkout and we will let you know as soon as your order is ready, along with the address and collection hours.
Do you buy or trade in devices?
Yes. Complete the form on our Trade-In page for an estimate, or send us the model, storage size and a short description of the condition and we will come back to you with an offer.
You are also welcome to bring the device in for an assessment.
What happens after I place my order?
You will receive an order confirmation by email straight away. Once payment is confirmed, your device goes through a final check before it is packed and handed to the courier.
You will then receive a tracking number by email, and you can follow your order at any time on our Track Order page.
What warranty do you offer?
Every device is covered by a 3 month warranty from the date of purchase. The warranty covers hardware and functional faults that are not the result of physical or liquid damage.
If you experience a problem, contact us with your order number and a description of the fault and we will advise on the next step.
Kindly note the warranty does not cover accidental damage, liquid damage, cracked screens, or the gradual decline in battery capacity that comes with normal use.
How can I return an item?
If the device is not what you expected, you are welcome to return it within 7 days of delivery for a refund or exchange, provided it is returned in the same condition it was received with all accessories included.
Contact us with your order number and we can arrange next steps. Where a device arrives faulty, the return is handled at our cost.