FAQs
Frequently Asked Questions
Welcome to the Layer One Systems Help Centre. Below you will find answers to the most common questions our customers ask about ordering, delivery, returns, accounts, payments, and more. If you cannot find what you are looking for, our team is always happy to help.
1. Orders & Processing
How do I place an order?
Simply browse our store at www.layeronesystems.co.za, add items to your cart, and proceed to checkout. You can check out as a guest or log in to your account to save your details for faster ordering next time.
Do I need an account to place an order?
No, you can check out as a guest without creating an account. However, registering gives you access to order history, faster checkout, and easier return requests. You can create an account at any time from our Login / Register page.
Will I receive an order confirmation?
Yes. Once your order is placed and payment is confirmed, you will receive an automated order confirmation email. Please check your spam or junk folder if you do not see it within a few minutes.
Can I change or cancel my order after placing it?
Please contact us as soon as possible at sales@layeronesystems.co.za or call 012 880 5580 if you need to amend or cancel an order. We will do our best to assist before the order is dispatched. Once an order has been shipped, it cannot be cancelled but may be returned under our Returns Policy.
How do I check my order status?
Log in to your account and navigate to “Orders” to view the current status of your orders. You can also contact our sales team at sales@layeronesystems.co.za or 012 880 5580 and provide them with your order number for an update.
What happens if an item I ordered is out of stock?
If a product becomes unavailable after your order is placed, we will contact you promptly to offer an alternative, a backorder option, or a full refund.
2. Deliveries
Where do you deliver?
We currently deliver to addresses within South Africa only.
How long does delivery take?
Estimated delivery times after dispatch are as follows:
- Main centres: 2 to 3 business days
- Outlying areas: 3 to 7 business days
Please note that these are estimates. Delays may occur due to courier capacity, public holidays, or circumstances beyond our control.
How will my order be delivered?
Orders are dispatched via one of our courier partners, which include RAM, The Courier Guy, and RTT Logistics. Please note that your order may arrive in multiple deliveries if your items are dispatched from different warehouses — you will be notified if this is the case.
What if my parcel arrives damaged?
If your order arrives visibly damaged, please photograph the packaging and the product immediately and contact us at sales@layeronesystems.co.za within 48 hours of delivery. Do not discard the original packaging as it may be required for a claim.
Do you offer same-day or express delivery?
We do not currently offer same-day or express delivery options. Orders are processed and dispatched within standard business hours, Monday to Friday, 07:00 to 17:00. You are also welcome to arrange self-collection from one of our warehouses. Please note that if your order contains items stored at different warehouse locations, collection may need to be arranged across multiple sites.
What are your delivery costs?
Delivery costs are determined by the warehouse from which your items are dispatched. Each warehouse has a fixed delivery fee, and if your order is fulfilled from multiple warehouse locations, these fees are combined at checkout.
Please note that certain warehouses offer free delivery when your order reaches a minimum value. The following rates apply:
| Product SKU Prefix | Fixed Delivery Fee | Free Delivery Threshold |
|---|---|---|
| SD- | R120 | Orders over R2,300 |
| SY- | R207 | Orders over R3,200 |
| RT- | R140 | Orders over R3,800 |
| PN- | R200 | Fixed rate only |
| TR- | R120 | Fixed rate only |
3. Digital Products & Software
How are digital products delivered?
Digital products such as software licences and downloadable content are delivered electronically, typically within a few hours of payment being confirmed. Delivery details will be sent to the email address associated with your order
What if I have not received my digital product?
Please check your spam or junk email folder first. If you still cannot locate your product after a few hours, contact us at sales@layeronesystems.co.za with your order number and we will assist you promptly.
Can I return a digital product?
Unfortunately, activated software licences and downloaded digital products cannot be returned or refunded. This is because these products are consumed immediately upon activation or download. Please ensure you are purchasing the correct product before completing your order. For more information, see our Returns Policy.
What if my software licence does not work?
If you experience issues activating or using a software product, please contact us at sales@layeronesystems.co.za with your order number and a description of the problem. We will liaise with the supplier on your behalf.
4. Returns & Refunds
What is your general returns policy?
Our returns and refunds process is governed by the Consumer Protection Act (CPA) and the Electronic Communications and Transactions Act (ECTA). The specifics depend on the reason for the return. Please review our full Returns & Refunds Policy for complete details.
Can I cancel an online order after delivery?
Yes. Under Section 44 of the Electronic Communications and Transactions Act (ECTA), you have a 7-day cooling-off right for online purchases. This means you may cancel your order within 7 days of delivery without providing a reason, provided:
- The product is unused and in its original packaging
- All accessories, manuals, and included items are included
- The product has not been damaged
Please note: Return shipping costs are your responsibility, and the original delivery charge is non-refundable.
What if my product is defective?
All products carry an automatic 6-month implied warranty under Section 56 of the Consumer Protection Act. If a product is defective within 6 months of purchase (and the defect is not caused by misuse, negligence, or damage), you may request a repair, replacement, or refund. We reserve the right to inspect and test the product before approving any remedy.
What about manufacturer warranties?
Many products carry manufacturer warranties that extend beyond the 6-month CPA protection. These warranties are administered by the manufacturer or their authorised service centres. Terms vary per manufacturer. Please retain your proof of purchase as it will be required for any warranty claim.
What items cannot be returned?
The following items are not eligible for return or refund:
- Activated software licences
- Downloaded digital products
- Products damaged through misuse, negligence, or unauthorised modification
- Products missing original packaging or accessories
- Products that have been repaired or altered by unauthorised persons
How do I initiate a return?
Do not ship a product back without first contacting us. To request a return, email us at sales@layeronesystems.co.za with your order number, product name, a description of the issue, and photos where applicable. We will review your request and provide return instructions.
When will I receive my refund?
Refunds are processed using the original payment method. Once we have received and inspected the returned goods, refunds are processed within 30 days. The time it takes to appear in your account will depend on your payment provider.
5. Payments & Pricing
What payment methods do you accept?
We accept the following payment methods:
- Credit and debit card (Visa, Mastercard)
- EFT (Electronic Funds Transfer)
- Instant EFT
- PayShap
- Nedbank Direct EFT
Are your prices inclusive of VAT?
All prices displayed on our website are in South African Rand (ZAR) and are inclusive of VAT at the applicable rate.
Is it safe to pay on your website?
Yes. Our website uses secure payment processing technology to protect your financial details. We do not store your card or banking information on our servers. Look for the padlock icon in your browser’s address bar when checking out.
Can I pay by EFT?
Yes, we accept manual EFT payments. Once you select EFT at checkout, our banking details will be provided. Please use your order number as the payment reference. Please note that EFT payments offer the best pricing, as other payment methods are subject to a small surcharge. Orders are only processed once payment has been confirmed.
Why has my payment been declined?
Payment declines are usually handled by your bank or card issuer. Common reasons include insufficient funds, incorrect card details, or security restrictions. Please contact your bank for assistance or try an alternative payment method. You are welcome to contact us at sales@layeronesystems.co.za if you continue to experience problems.
Do you offer credit or lay-buy options?
We do not offer credit or lay-buy facilities.
