Refund policy
Sabre Warranty, Returns, and Repairs Terms & Conditions
1. Hardware Warranty All equipment sold by Sabre carries a minimum 12-month carry-in factory warranty. Labor costs for removal or reinstallation are charged separately. Clients may bring or arrange delivery of the hardware device(s) to Sabre’s offices for repair at no charge. If the device(s) fall outside the warranty period (calculated from the invoice date), Sabre will provide a repair quote for approval before proceeding with the work. Any shipping costs to the manufacturer for out-of-warranty repairs will be the client’s responsibility.
For devices requiring repair within the warranty period, no shipping or additional costs will apply to the client. However, damage resulting from vandalism, power surges, force majeure (such as lightning or natural disasters) is not covered under the factory warranty.
For an on-site warranty that includes no-cost callouts and hardware repairs, clients may contact Sabre for pricing as part of a Service Level Agreement (SLA). This is not a standard practice due to the additional costs involved.
2. Refund Policy
· Hardware: Refunds may be requested within 7 days after cleared payment.
· Software: Refunds may be requested within 30 days after cleared payment.
A 20% or higher surcharge may be applied to hardware refunds if the returned equipment is deemed non-resalable as new. This includes missing original packaging, scratches, burn marks, or other damage.
If you request a refund on stock purchased within 7 days that is not damaged, a handling fee may apply for special order items not stocked by us. This fee covers the shipping costs to and from our suppliers for the return of the hardware.
3. Online Returns To be eligible for a return, items must be unused and in original condition and packaging. Downloadable software is non-refundable.
Upon receiving and inspecting returned items, Sabre will notify the client of approval or rejection for a refund. Approved refunds will be processed and credited back to the original payment method within a specified period.
For late or missing refunds, clients should:
1. Check their bank account.
2. Contact their credit card company for processing delays.
3. Contact their bank, as some transactions take time to post.
4. If the refund is still not received, contact sales@sabreproducts.com.
4. Exchanges Defective or damaged items may be exchanged for the same product. To initiate an exchange, clients should email sales@sabreproducts.com and send the item to: 1B Scott Road, Manors, Pinetown 3610.
5. Shipping for Returns Clients must ship returned items to: 1B Scott Road, Manors, Pinetown 3610. Shipping costs are the client’s responsibility and non-refundable. If a refund is issued, the return shipping cost will be deducted. For high-value items, clients should use a trackable shipping service or purchase shipping insurance, as Sabre cannot guarantee receipt of returned items.
6. Repairs Process There are two available repair methods, valid within 3 months of original purchase:
A. Conventional Repair Method:
1. On-site callout fee applies.
2. Hourly labor charges apply (up to 2 hours for reconfiguration).
3. If the device cannot be repaired onsite, it will be sent to the manufacturer.
4. Loan units (if available) are charged at 10% of item price per month.
5. Upon repair completion, clients will pay for repair and shipping costs (est. R1000+).
6. Additional callouts and hourly rates apply for loan unit swap-outs.
7. Estimated total cost: R4450+, including downtime inconveniences.
B. Repair/Replace Insurance Option (R100 per month, 24-36 months):
1. On-site callout at R850.
2. Standard 2-hour labor charge applies.
3. If the device is non-repairable onsite, it is replaced immediately with a repaired or new unit.
4. Sabre assumes repair cost and shipping risk.
5. Estimated cost: R1700 - R2550, depending on time onsite. Clients may also opt for self-replacement.
7. Courier Schedule Durban:
· Repairs sent to ZKTeco from Pinetown every Wednesday (must be ready by Tuesday).
· Repairs received in Pinetown from ZKTeco every Wednesday (must be shipped from ZKTeco on Tuesday; verification on Monday).
East London:
· Repairs sent to Pinetown every Monday (arriving Tuesday for Wednesday dispatch).
· Repairs received in East London from Pinetown every Friday (requires Thursday shipping from Pinetown).
8. Additional Charges for Out-of-Warranty Repairs
· In-house repair handling fee: R850 excl. VAT.
· Extended warranties (up to 36 months) available only at the time of purchase.
· If a device requires external repair and a quote is declined, the handling fee (R850) + shipping costs still apply.
· If a minor issue (e.g., power supply) is found during testing, no charge applies.
· Priority shipping requests incur additional charges.
· Repairs are accepted for all ZKTeco devices, including those not purchased from Sabre.
By engaging with Sabre’s repair, warranty, and return services, clients acknowledge they have read, understood, and agreed to these terms and conditions.
