Warranty and Return Policy

Warranty, Returns, and Refunds – CyberTrek

Warranty, Returns, and Refunds – CyberTrek

Many of the items we sell are imported from overseas, and several are parallel imports. If there is a local South African distributor, they are not obligated to provide warranty support. All warranty services for imported items are handled directly by CyberTrek. Nothing in this policy limits your rights under the Consumer Protection Act or the Electronic Communications and Transactions Act.

Warranty

Meta Quest headsets and controllers

  • 1-year warranty on the headset.
  • 6-month warranty on controllers.

Smart glasses (Ray-Ban Meta)

  • 12-month warranty against manufacturing defects only, handled directly by CyberTrek.
  • Not covered: cracked, scratched or damaged lenses or frames, water damage, loss, theft, accidental damage, or general wear and tear.
  • Not covered: charging cases, cables and other accessories.
  • Glasses are supplied with standard (non-prescription) lenses. Prescription lenses must be fitted separately by an optometrist, at the customer's risk and cost.
  • Some Meta AI features and app functions vary by country and may change with Meta software updates. Feature availability in South Africa is not a manufacturing defect.

Other products

  • For products with an international manufacturer's warranty, we will assist, but you are responsible for the shipping costs to and from the manufacturer.
  • Toys are covered by a "working out of the box" warranty only.

Not covered by any warranty

  • Silicon covers, batteries, cables of any kind, cases, headstraps and other consumable accessories.
  • Damage caused by accident, misuse, liquid, modification or unauthorised repair.

How to make a warranty claim

  1. Contact us on WhatsApp (074 220-8815) or at sales@cybertrek.co.za with your order number and a description of the fault, with photos or video if possible.
  2. We will advise how to return the item. Please keep the original packaging.
  3. The item is checked to establish whether the fault is due to a manufacturing issue or to accidental or improper use. If it is a manufacturing fault, we repair, replace or refund.

Every item is photographed and its serial number recorded before it leaves our warehouse, so that returned products can be matched to our original records.

Cancellation and returns (7-day cooling-off)

  • For orders placed online, you may cancel and return goods within 7 days after you receive them as long as they are unused and unopened.
  • Please contact us before sending anything back, and the item must  be returned with its original packaging and all accessories.
  • We will deduct from your refund the direct cost of returning the goods to the international supplier (see Imported items below). We do not charge a restocking or administration fee for cancellations within the 7-day cooling-off period.
  • The cooling-off right does not apply to certain goods listed in the Electronic Communications and Transactions Act, for example goods made to your specifications or clearly personalised, goods likely to deteriorate or expire rapidly, and unsealed audio or video recordings or software.
  • Returns requested after 7 days and up to 30 days are not a legal entitlement, but we will consider them case by case, usually as store credit.
  • Special requests or customised orders are reviewed case by case.

Imported items

  • Nearly all products are sourced from overseas vendors, and some returned products must be sent back to the international supplier.
  • Where a return or cancellation is accepted, the direct cost of returning the goods, including international return freight where the item has to go back to the supplier, is deducted from your refund.

Refunds

  • Refunds are paid to the original payment method, usually within 30 days of cancellation. Refunds that require the item to be returned to the original supplier can take up to 4 weeks to process.
  • Full refunds are given for items that are not in stock or unavailable for dispatch.
  • If a product arrives faulty out of the box or has a manufacturing defect, we will arrange a refund, repair or exchange.
  • Items opened, used, or damaged by the customer beyond what is needed to inspect them will be assessed on return, and we may decline claims for damage that happened after delivery.

Damaged Delivery

  • If a package arrives damaged, you may refuse delivery at no cost. Do not sign the courier waybill if the package appears damaged.
  • Take photos of the box and contents, if possible.
  • Contact CyberTrek immediately if damage occurs.

Data Disclaimer

We do not back up or save any software or data on items sent for repair. Please back up all software, documents and files, and remove any accounts or personal information (including photos and videos stored on smart glasses and headsets) before sending items. CyberTrek is not responsible for data loss.