Refund & Return Policy

Refund & Return Policy

Last updated: July 2026

At NTB Online Solutions, your satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. Please read this policy carefully before initiating a return.

✅ Return Eligibility

We accept returns within 7 days of the delivery date, provided the following conditions are met:

  • The item is in its original, unused condition
  • All original packaging, accessories, manuals, and cables are included
  • The item has not been installed, configured, or tampered with
  • Proof of purchase (order confirmation or invoice) is provided

❌ Non-Returnable Items

The following items are not eligible for return:

  • Software licenses and digital products
  • Custom-configured or special-order items
  • Consumables: Thermal paper rolls, barcode labels, ink cartridges
  • Items damaged due to misuse, negligence, or unauthorised modification
  • Items returned after the 7-day window

🔧 Defective or Damaged Items

If you receive a defective or damaged item, please contact us within 48 hours of delivery. We will arrange a replacement or full refund at no additional cost to you. Please include photos of the damage when contacting us.

📦 How to Initiate a Return

  1. Email us at sales@ntbonline.co.za or WhatsApp +27 60 145 6322 with your order number and reason for return
  2. Our team will review your request and respond within 1–2 business days
  3. If approved, we will provide return instructions and a return address
  4. Pack the item securely in its original packaging and ship it back
  5. Once received and inspected, we will process your refund or replacement

💳 Refund Processing

Approved refunds are processed within 5–10 business days after we receive and inspect the returned item. Refunds are issued to the original payment method. Please note that shipping costs are non-refundable unless the return is due to our error or a defective product.

🔄 Exchanges

We offer exchanges for items of equal or greater value (with the difference paid by the customer). Exchanges are subject to stock availability. Contact us to arrange an exchange.

🛡️ Warranty Claims

Most products carry a manufacturer's warranty. If your product develops a fault within the warranty period, please contact us and we will assist you with the warranty claim process. Warranty periods vary by product — refer to your product documentation or contact us for details.

📞 Contact Us

For returns, refunds, or warranty queries:
📧 Email: sales@ntbonline.co.za
💬 WhatsApp: +27 60 145 6322
🕐 Business Hours: Monday – Friday, 8:00 AM – 5:00 PM SAST