Acetech IT Refunds and Returns Policy

The Acetech IT Refunds and Returns Policy explains how customers can return products and request refunds after purchasing from Acetech IT Solutions. We aim to deliver high-quality products and excellent service. However, if you are not satisfied with your purchase, this policy explains how returns, refunds, and exchanges work.

Return Eligibility

Customers may return products if they meet the following conditions.

Return Time Frame

You can return a product within 14 days of delivery.

Product Condition

Returned products must meet these requirements:

• The item must remain unused

• The product must stay in its original packaging

• All accessories, manuals, and warranty cards must be included

Proof of Purchase

Customers must provide a valid receipt or order confirmation when requesting a return.

Non-Returnable Items

Some items cannot be returned. These include:

• Software downloads or digital products

• Products marked Final Sale

• Items damaged through misuse or modification

• Opened consumables such as printer cartridges

How to Start a Return

Follow these steps to return a product.

Step 1 – Contact Support

First, contact our support team.

Email:
returns@acetechit.co.ke

Our team will provide return authorization and instructions.

Step 2 – Prepare the Package

Next, place the product in its original packaging. Include all accessories and a copy of the purchase receipt.

Step 3 – Ship the Product

Finally, send the product to the following address:

Acetech IT Solutions
Moi Avenue, Rahimtullah Trust Building
2nd Floor, Shop GF 11
Nairobi, Kenya

Customers normally pay return shipping costs. However, we cover shipping if the item is damaged or incorrect.

Refund Processing

Once our team receives and inspects the product, we begin the refund process.

Refund Method

We issue refunds using the original payment method, such as:

• Credit or debit card

• Mobile payment

• Bank transfer

Processing Time

Refunds usually take 7–14 business days after inspection.

Partial Refunds

In some situations, we may issue a partial refund. For example:

• Accessories are missing

• Packaging is incomplete

• The product shows signs of use

Exchanges

If you receive a defective or damaged item, we offer a free replacement. Please contact our support team within 7 days of delivery so we can arrange an exchange quickly.

Order Cancellations

Customers may cancel orders before shipment. However, once we dispatch an order, the item must follow the standard return process.

Missing or Delayed Refunds

If you have not received your refund after 14 business days, please follow these steps:

1. Check your bank account

2. Contact your payment provider

3. Email our support team at
   support@acetechit.co.ke

Sometimes financial institutions require additional processing time.

Special Cases

For bulk orders, customized products, or business purchases, please contact:

sales@acetechit.co.ke

Our team will provide tailored assistance.