Something not working? We'll help investigate.
If a product purchased from Click On Games develops a fault, we'll help you understand the applicable warranty process and the next steps. Depending on the product and reported fault, an assessment may be required before the appropriate remedy can be confirmed.
Have these details ready.
A few details help our Customer Care team identify your purchase and understand the reported fault from the start.
Five steps. Kept simple.
Start by contacting us before returning anything. We'll review the information you provide, guide you through the appropriate process and keep you informed as the warranty enquiry progresses.
Please contact us before sending a product back.
Different products and brands may follow different warranty procedures. Contacting Customer Care first allows us to confirm the correct next step and avoid unnecessary delays.
Contact Customer Care
Send us your order number, product details and a clear description of the problem you're experiencing.
Troubleshooting
Where appropriate, our team may ask a few questions or suggest basic troubleshooting before arranging a return or assessment.
Return or Collection
If the product needs to be inspected, we'll provide the applicable return, collection or assessment instructions.
Product Is Checked
The product may be inspected or tested to confirm the reported fault and determine the applicable warranty position.
We Confirm the Next Step
Once the assessment or applicable warranty process is complete, we'll advise you of the outcome and available next step.
The appropriate warranty route can depend on the product, brand and circumstances. Our team will first confirm where and how the product should be returned or assessed.
What does your warranty actually cover?
Warranty coverage can differ between products, manufacturers and distributors. The applicable warranty period and process will depend on the product you purchased and the warranty supplied with it.
Your product's applicable warranty determines how a confirmed fault is handled.
Products sold by Click On Games may carry a manufacturer or distributor warranty. Where applicable, we assist customers with the warranty process and coordinate with the relevant supplier, distributor or manufacturer.
Manufacturer & Distributor Warranties
Many products are supplied with a warranty provided by the manufacturer or authorised distributor. The duration, conditions and procedure may differ by brand and product.
Manufacturing or Product Defects
Warranty support generally applies where an eligible product develops a fault or defect covered by its applicable warranty during the relevant warranty period.
The Fault May Need to Be Verified
Before a warranty remedy can be confirmed, the product may need to be inspected or tested by Click On Games, a distributor, supplier, authorised service centre or manufacturer.
Not every product has the same warranty period.
Warranty duration can vary by product, manufacturer, distributor and category. Product-specific warranty information takes precedence where supplied.
Keep your Click On Games order information.
Your order number or other proof of purchase helps us identify the transaction and determine the product and applicable warranty route.
The appropriate outcome depends on the nature of the fault, the applicable warranty, the assessment result and your rights under applicable South African consumer law.
Some faults may fall outside warranty coverage.
A product fault does not automatically mean that the issue is covered by warranty. Coverage depends on the cause of the fault, the applicable product warranty and the outcome of any required assessment.
We'll first establish what caused the problem.
Where assessment is required, the product may be inspected to determine whether the reported issue is a covered defect or whether it resulted from damage, misuse, modification, wear or another circumstance outside the applicable warranty.
Accidental or External Damage
Damage caused by drops, impacts, cracked components, excessive force or other external events may fall outside the product's applicable warranty.
Liquid or Moisture Damage
Damage caused by water, beverages, excessive moisture or other liquids may not qualify as a manufacturing defect and can fall outside warranty coverage.
Unauthorised Repairs or Alterations
Unauthorised repair attempts, modifications or alterations that cause or contribute to a fault may affect the applicable warranty position.
Misuse or Improper Operation
Faults resulting from misuse, unsuitable operating conditions, incorrect installation or use contrary to product instructions may fall outside warranty.
Wear & Tear
Normal deterioration arising from ordinary use, ageing or expected wear may not constitute a warrantable product defect.
Consumables & Limited-Life Items
Certain consumable, replaceable or limited-life components may have different warranty conditions or periods from the main product.
Contact us before assuming the warranty doesn't apply.
If you're uncertain whether a particular issue may be covered, send Customer Care the order number, product details and a description of the problem. We'll advise on the appropriate next step.
The cause of the fault determines the warranty route.
Where the cause cannot be established from the information supplied, assessment may be necessary before the applicable warranty outcome can be confirmed.
Nothing in this section is intended to exclude, restrict or replace rights and remedies available to consumers under applicable South African law. Any warranty assessment or remedy will be handled subject to those rights where applicable.
What happens after the assessment?
Once the product has been assessed and the applicable warranty position established, we'll communicate the outcome and explain the next step available for your warranty enquiry.
The appropriate remedy depends on the product, fault and applicable warranty.
There isn't one automatic outcome for every warranty claim. Depending on the circumstances, applicable warranty terms and your rights under South African consumer law, the next step may involve repair, replacement, refund or another appropriate remedy.
Repair
Where appropriate, a confirmed warrantable fault may be repaired through the applicable supplier, distributor, manufacturer or authorised service process.
Replacement
In applicable circumstances, the product may be replaced with the same product or an appropriate alternative, subject to the applicable warranty process, availability and consumer rights.
Refund
Where a refund is the applicable remedy, it will be processed in accordance with the circumstances, applicable consumer rights and our payment and verification procedures.
A product does not necessarily move from repair to replacement and then to refund. The appropriate remedy depends on the circumstances of the claim, the applicable warranty process and any statutory rights that apply.
Assessment and resolution times can vary.
Timing can depend on the product, nature of the fault, availability of parts or replacement stock, and whether a supplier, distributor, manufacturer or service centre is involved.
We'll keep you informed as the claim progresses.
Where updates are available, Customer Care will communicate the status of your warranty enquiry and advise you when an assessment or outcome has been confirmed.
Nothing on this page is intended to limit or replace rights or remedies available to consumers under applicable South African law. Where statutory consumer rights apply, those rights will be respected.
Prepare your product for assessment.
If we've asked you to return a product for warranty assessment, a few simple preparation steps can help protect your device, your information and the items included with your return.
Follow the return instructions provided by our team.
Please don't send a product to Click On Games without first contacting Customer Care. We'll confirm whether the product needs to be returned, where it should go, and which items or accessories should accompany it.
Back Up Important Information
Where the product stores personal files or information, make an appropriate backup before handing it over for assessment, repair or replacement.
Remove Locks Where Required
For devices that require testing, you may be asked to remove activation locks, account restrictions or provide temporary access needed for assessment.
Remove Items Not Required
Remove SIM cards, memory cards, personal storage devices, cases or other personal items unless our team specifically asks you to include them.
Include Only What's Requested
Chargers, power adapters, cables, controllers or other accessories may be required where they are relevant to the reported fault. We'll tell you what to include.
Pack the Product Securely
If the product is being transported, use suitable protective packaging to reduce the risk of additional damage while it is in transit.
Keep Your Reference Details
Keep your order number, warranty reference and any collection or return information supplied by our Customer Care team for future correspondence.
Assessment, repair, replacement, software recovery or manufacturer procedures can sometimes involve resetting, reformatting or replacing storage or the device itself. Where possible, customers should maintain their own backup of important personal or business data before submitting a device.
Before the product leaves your hands.
Run through these points once you've received your return or collection instructions.
Contact Customer Care first so we can confirm the correct warranty route, return destination and any product-specific requirements before the item is sent.
Questions about warranty support?
Here are answers to common questions about warranty assessments, returns, product data, packaging and the process after you've reported a product fault.
01 How long does a warranty assessment take?
Assessment times vary depending on the product, nature of the fault and whether the item needs to be handled by a supplier, distributor, manufacturer or authorised service centre.
We'll communicate available updates as the warranty process progresses.
02 Do I need the original packaging?
Original packaging can be useful for safely transporting a product, but requirements can differ depending on the product and warranty process.
Contact Customer Care before returning anything and we'll confirm the applicable packaging requirements.
03 Should I include the charger and accessories?
Only include accessories that our team asks you to provide. For example, a charger or power adapter may be required if it could be relevant to the reported fault.
Remove unrelated personal accessories unless you've specifically been asked to include them.
04 What happens to the data on my device?
Customers should maintain their own backup of important data before submitting a device for assessment or warranty service.
Testing, repair, software recovery, replacement or manufacturer procedures may sometimes involve resetting, reformatting or replacing a device or its storage.
05 Will Click On Games collect my faulty product?
The appropriate return method depends on the product, location and warranty process. Collection may be arranged where applicable, or you may receive alternative return instructions.
Please wait for confirmation from Customer Care before arranging or sending a return.
06 Does reporting a fault guarantee a replacement?
No particular warranty outcome should be assumed before the applicable circumstances have been established.
Depending on the product, assessment result, applicable warranty and your consumer rights, the appropriate remedy may include repair, replacement, refund or another applicable outcome.
07 What if the product is found not to have a warranty fault?
If assessment indicates that the reported issue is not covered by the applicable warranty, we'll communicate the assessment outcome and advise what options are available.
This may depend on the nature of the issue and whether repair or other support is available outside the warranty process.
08 How do I follow up on an existing warranty case?
Contact Customer Care and include your order number and any warranty or return reference previously supplied to you.
Keeping the same reference in your correspondence helps us identify the existing enquiry and provide the relevant available update.
These FAQs provide general guidance for the Click On Games warranty support process. A specific product may have additional manufacturer or distributor warranty terms, and applicable statutory consumer rights remain unaffected.
Something not working as it should?
We're here to help. Send us your order details and tell us what's happening with the product. Our Customer Care team will review your enquiry and guide you through the appropriate warranty support process.