DOA Policy

Trade Vib3 (Pty) Ltd DOA (Dead on Arrival) Policy

1. Overview

This DOA Policy explains how Trade Vib3 handles products that arrive dead on arrival, not powering on, not functioning as intended on first use, or showing an obvious fault immediately after delivery.

2. Business Information

Legal Name: Trade Vib3 (Pty) Ltd
Trading Name: Trade Vib3
Company Registration Number: 2025 / 912421 / 07
Country of Operation: South Africa
Business Address: 177 Marija Street, 3 Wildepeer, Wonderboom, 0182
Phone/WhatsApp: 072 018 6851
Email: support@tradevib3store.co.za

3. What Counts as DOA

A product may be treated as DOA if:

• it does not power on when first used correctly
• it is not working on arrival
• it has an obvious hardware fault immediately after unpacking
• it is materially different from what was ordered and cannot function as intended

4. Reporting Period

Customers must report a possible DOA item as soon as possible after delivery, and ideally within 48 hours of receiving the product.

Prompt reporting helps us assess the issue quickly and work with suppliers or couriers where needed.

5. Customer Requirements

To help us assess a DOA claim, the customer may be asked to provide:

• order number
• full name and contact details
• a description of the problem
• clear photos or video of the issue
• photos of the packaging where relevant

6. Inspection and Verification

A reported DOA item may need to be tested or inspected before the claim is approved.

In some cases, basic troubleshooting may be requested first to confirm that the issue is not caused by setup, compatibility, power source, accessories, or user error.

7. Outcome of an Approved DOA Claim

If the DOA claim is approved, the remedy may include:

• replacement of the item
• repair where appropriate
• refund where replacement is not possible or otherwise required by law

The CPA’s consumer protections remain applicable where goods are defective or fail to meet required standards.

8. What Is Not Covered as DOA

A product may not qualify as DOA if:

• the issue is reported long after delivery without a reasonable explanation
• the item shows signs of misuse, accidental damage, tampering, or unauthorised repair
• the problem is caused by unsupported setup or external equipment
• the item is working as designed and no fault is found

9. Return Instructions

Customers must contact Trade Vib3 before returning any DOA item.

If the claim is accepted for return, we will provide instructions on the next steps.

10. Shipping for DOA Returns

If a DOA claim is confirmed, we may arrange collection or cover reasonable return shipping costs.

11. Contact Us

For DOA-related queries, contact:

Trade Vib3 (Pty) Ltd
Email: support@tradevib3store.co.za
Phone: 072 018 6851