Returns & Repairs – Customer Repair Order (CRO) Process

If you need to return a faulty product, please follow the Techcelshop Customer Repair Order (CRO) process below:

1. Complete the Online CRO Form Below

• Fill in the online CRO form with the product’s serial number and a clear, detailed description of the fault.

• CROs cannot be submitted manually or via email — only through the online system.

• If the fault description is not detailed, the CRO may be declined.

2. Technical Review

• Once submitted, our technical team automatically receives your CRO.

• They will verify the information and check the warranty status.

• If the item is out of warranty, we will contact you with the next steps.

3. Sending the Item to Techcelshop

• If you are more than 50km from a Techcelshop office, we will arrange courier collection for CRO items only.

• If you are within 50km, you will need to drop the item off at our Johannesburg office.

• We are unable to arrange collections directly from end-users.

• Only items listed on the CRO will be accepted.

4. Inspection on Arrival

• Once received, our team will check the item against the CRO and inspect it for any physical damage.

• If the item is damaged, the CRO may be rejected. However, we will contact you first to confirm whether the damage may have occurred during courier transport.

• Our technicians will then attempt to replicate the reported fault.

5. Repair, Replacement, or Closure

• If we cannot replicate the fault, we will contact you for clarification. If no fault is found, the CRO will be closed and the item will be ready for collection or return.

• If the fault is confirmed, the item will be repaired or swapped out.

• Credits will only be issued if the unit cannot be repaired and no replacement stock is available.

6. CRO Completion

• Once all steps are finalised, the CRO will be marked as complete, and the item will either be ready for collection or returned with your next order.