Refund and Return Policy

At Acetech IT, customer satisfaction is our priority. We strive to deliver high-quality products and excellent service. If you are not completely satisfied with your purchase, our Return and Refund Policy outlines the conditions under which we accept returns and process refunds.

Eligibility for Returns

We accept returns for products that meet the following conditions:

  1. Time Frame:

    • You may return a product within 14 days from the date of delivery.

  2. Product Condition:

    • The item must be unused, in its original packaging, and in the same condition as when you received it.

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

  3. Proof of Purchase:

    • A valid receipt or order confirmation must be provided to process a return.

Non-Returnable Items

Certain items are not eligible for return, including:

  • Software downloads and digital products

  • Items marked as “Final Sale”

  • Products damaged due to misuse or unauthorized modifications

  • Opened consumables (e.g., printer cartridges)

Return Process

To initiate a return, follow these simple steps:

  1. Contact Us:

    • Email our support team at returns@acetechit.co.ke or call us at +254-XXX-XXX-XXX to request a return authorization.

  2. Package the Item:

    • Securely package the product, including all original contents, and attach a copy of the purchase receipt.

  3. Return Shipment:

    • Send the package to our return address: Acetech IT Moi Avenue, Rahimtullah Trust Building, 2nd Floor, Shop GF 11 Nairobi, Kenya

    • Customers are responsible for the return shipping costs, except in cases of damaged or incorrect items.

Refund Policy

Once we receive and inspect the returned product, we will process your refund under the following guidelines:

  1. Refund Method:

    • Refunds are issued to your original payment method (e.g., credit card, mobile payment, bank transfer).

  2. Processing Time:

    • Refunds are typically processed within 7-14 business days after the returned item is received and inspected.

  3. Partial Refunds:

    • In certain situations, only partial refunds may be granted (e.g., items with missing accessories or signs of use).

Exchanges

If you received a defective or damaged item, we offer free exchanges. Contact us within 7 days of delivery to arrange a replacement.

Cancellations

Orders may be canceled if the request is made before shipment. Once an order has been dispatched, it must go through the return process.

Late or Missing Refunds

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

  1. Check your bank account.

  2. Contact your payment provider, as some financial institutions may take additional time to process refunds.

  3. If the issue persists, reach out to us at support@acetechit.co.ke.

Special Cases

For bulk orders, customized products, or business purchases, please contact sales@acetechit.co.ke for tailored return solutions.

Thank you for shopping with Acetech IT. We are committed to ensuring a smooth and fair return process. Your satisfaction is our mission!