Refund policy

LendLay Return and Refund Policy

Effective Date: 2025/09/21

LendLay (Pty) Ltd (“LendLay”, “we”, “our”, “us”) is committed to providing our customers with high-quality devices and services. This Return and Refund Policy outline your rights and obligations when returning a product or requesting a refund.

1. Scope

This policy applies to:

  • Device Financing Contracts – Brand new devices purchased through LendLay.
  • SIM-Only Plans – Services activated through LendLay, whether standalone or bundled with a device.

2. Out-of-Box (OBX) Failures

  1. Definition: An Out-of-Box failure refers to any device defect, malfunction, or failure that is discovered before the device is used by the customer.
  2. Notification: You must notify LendLay within 7 calendar days of receiving the device if you detect an OBX failure.
  3. Resolution:
    • We will arrange a replacement device at no additional cost.
    • If a replacement is unavailable, a refund of the deposit and/or any paid instalments will be issued, excluding any service fees already consumed.
  4. Condition: Devices must be returned in the original packaging with all included accessories for OBX failure claims.

3. Device Returns

  1. Non-Defective Devices:
    • Devices under financing contracts cannot be returned once the device has been accepted, except for OBX failures.
    • Early termination of the device contract may result in penalties, including outstanding instalments and late fees, as outlined in your contract.
  2. Defective Devices Post-Acceptance:
    • Defects discovered after delivery will be addressed through the manufacturer’s warranty. LendLay will facilitate warranty claims but is not responsible for manufacturer repair timelines.

4. SIM-Only Plan Cancellations

  1. Customers may cancel SIM-only plans with 30 days’ notice.
  2. Services for the remainder of the billing cycle will continue until the end of the 30-day period.
  3. No refunds will be provided for services already rendered.

5. Refunds

  1. Refunds will be processed to the original payment method within 14 business days after approval or decline.
  2. Refunds are only applicable for:
    • OBX failures verified by LendLay.
    • Overpayments or billing errors.
  3. Refunds are not provided for:
    • Late cancellations of device contracts.
    • Service already consumed (including SIM usage).
    • Damage caused by misuse, unauthorized modifications, or negligence.

6. Late Fees and Penalties

  1. For device financing contracts, late payments may result in:
    • Device locking using LendLay software.
    • Late fees or penalties as outlined in your contract.
  2. Customers acknowledge and agree that late fees and device security measures are a contractual requirement.

7. Customer Complaints

  1. Complaints regarding defective devices, service issues, or billing should be submitted to: support@lendlay.com.
  2. LendLay will acknowledge all complaints within 48 hours and aim to resolve issues within 10 business days.
  3. Customers must provide relevant documentation, including proof of purchase, photos of defects, and any correspondence.

8. Legal Compliance

This Return and Refund Policy are subject to South African law, including the Consumer Protection Act (CPA), 2008.

9. Amendments

LendLay reserves the right to amend this policy at any time. Customers will be notified of changes via our website or email.