Service policy
About HardwareHQ
Who we are, where we are based and how we handle orders and support.
What HardwareHQ is
A South African PC hardware store rebuilt around three published facts instead of three claims: whether a part fits your machine, what it has actually cost over time, and how long delivery genuinely takes.
How the catalogue is kept honest
Products arrive through supplier feeds that are recorded row by row. A product is never deleted because a feed omitted it — it is unlisted only after repeated absences, and rows that fail validation are quarantined with a reason rather than silently dropped.
Support
Order problems are handled in-account against a published response SLA. We do not publish cancellation language that shifts risk onto the buyer: if an order cannot be fulfilled, we say so and refund it.
What this store is not
It is not an open marketplace where any third party can list goods we have never seen, and it is not a front for an overseas warehouse. Prices, stock states and lead times on this site describe items reachable through South African supply chains.
Where an item is only available on order from a supplier rather than held locally, that is stated on the product page with the expected window, because the alternative — implying speed we cannot deliver — is the reason people stop trusting a catalogue at all.
Related pages
- Delivery & Lead Times — Courier bands, cut-off times and what "in stock" actually means on this site.
- Returns & RMA — 14-day returns and self-service RMA with a published response SLA.
- Price Match & Price Lock — How price match works, what we will beat and how long we hold a price.
- SA Hardware Price Index — Median ZAR prices tracked daily across our own catalogue, published as a citable dataset.