Refund & Exchange Policy

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At SoftTech Supply, we want you to be confident when you order electronic components, kits, and other products from us. This Refund & Exchange Policy explains when we offer a refund or an exchange, what is required to qualify, and how the process works. By purchasing from our Site, you agree to the terms described below.

1. ELIGIBILITY FOR REFUND OR EXCHANGE

We only issue a refund or exchange when the following conditions are met:

• The component or product is genuinely not working (defective on arrival), and this defect is not caused by misuse, incorrect wiring, or the customer's own handling.
• The refund request is submitted within 12 hours of receiving the item. Requests made after this 12-hour window will not be eligible for a refund.
• The item is returned in the same condition it was delivered in (excluding the reported fault), together with all original packaging, accessories, cables, and documentation delivered with it.
• Proof of purchase is provided at the time of the request.
• The item has not been modified in any way (see Section 3, Inspect Before You Accept, and Section 4, What Is Not Covered).

2. INSPECT BEFORE YOU ACCEPT

• Please check your item(s) for visible physical damage before accepting delivery or before picking up your order from our office.
• Once you have accepted delivery or picked up your order, we are unable to determine whether physical damage happened before or after you took possession of the item. For this reason, we cannot offer a refund or exchange for physical damage reported after the item has been accepted or picked up.
• Functional defects (a component that simply does not work) are still covered under Section 1, provided you report them within the 12-hour window.

3. NON-RETURNABLE ITEMS

The following are not eligible for a refund or exchange under any circumstances:

• Batteries and battery-powered packs of any kind, once removed from their sealed packaging.
• Items that have been soldered, modified, opened, or altered in any way from their original state.
• Items forwarded or redirected to a different address after the original delivery to the address provided at checkout.
• Items damaged after delivery has been accepted or after pickup from our office (see Section 2).
• Digital products, downloadable resources, or services that have already been delivered or activated.
• Custom-built projects, embedded systems work, software development services, and course/training fees, unless otherwise agreed in writing before the work began.
• Change of mind, ordering the wrong item by mistake, or no longer needing the product after purchase.

4. WHAT IS NOT COVERED

In addition to the non-returnable items above, we do not offer a refund or exchange in the following cases:

• The component is physically damaged, broken, or shows signs of burning caused by incorrect voltage, overcurrent, reversed polarity, or improper power supply.
• The component was used in the wrong way, outside its intended application, or connected incorrectly (e.g. wrong pin configuration, short circuits, or unsupported voltage levels).
• The refund request is made after the 12-hour window from the time of delivery or pickup has passed.
• The fault is a result of normal wear and tear, static discharge, moisture damage, or accidental drops after delivery.
• The returned item is missing original accessories, cables, packaging, or documentation that were delivered with it.

5. HOW TO REQUEST A REFUND OR EXCHANGE

• Contact us within 12 hours of receiving your order, through email, WhatsApp, or phone (see contact details below).
• Include your order number, a description of the fault, and clear photos or a short video showing the component and the issue.
• Let us know whether you would prefer a refund or an exchange for a working replacement unit.
• Our team will review your request and may ask follow-up questions to confirm the fault is not caused by misuse.
• If approved, we will arrange the return of the item and process your refund or send your replacement, depending on what you chose.

6. EXCHANGE POLICY

• If the component you received is confirmed not working through no fault of your own, we can send a replacement of the same item instead of a refund, subject to stock availability.
• Exchanges follow the same 12-hour reporting window and inspection process as refunds (see Sections 1, 2, and 9).
• If the same item is out of stock, we will let you know the available alternatives, or you may choose a refund instead.
• Exchanges for a different product (not a like-for-like replacement) are considered on a case-by-case basis and may involve a price difference.

7. RETURN SHIPPING

• It is the customer's responsibility to cover the cost of shipping a returned item back to our office, unless the item was incorrect or defective due to our error.
• Return shipping costs are non-refundable. If your refund is approved, any return shipping cost you paid will not be added back to your refund amount.
• We strongly recommend sending returns through a trackable shipping or delivery method. SoftTech Supply is not responsible for items lost in transit when sent through an untracked method.
• The returned item must include all accessories, cables, packaging, and documentation that were originally delivered with it.

8. REFUND METHOD AND PROCESSING TIME

• Approved refunds are issued using the same payment method used for the original purchase, unless another method is agreed with the customer.
• Refunds are typically processed within 3–7 business days after the returned item is received and the fault is confirmed. Approved exchanges are typically shipped within the same timeframe.
• Original delivery/shipping fees paid at checkout are non-refundable unless the item was defective due to our error.
• Instead of a cash refund, we may offer a replacement unit or store credit where this better suits the situation, subject to your agreement.

9. INSPECTION AND NOTIFICATION OF DECISION

• All returned components are inspected by our technical team before a refund or exchange is approved. If inspection shows the fault was caused by misuse, wrong voltage/current, or physical damage, the request will be declined and the item returned to the customer.
• Once your returned item has been received and inspected, we will contact you by email, WhatsApp, or phone to confirm whether your refund or exchange request has been approved or declined.
• SoftTech Supply reserves the right to make the final decision on whether a component qualifies for a refund or exchange, based on the evidence provided and the inspection results.

10. CHANGES TO THIS REFUND & EXCHANGE POLICY

• This Refund & Exchange Policy may be updated from time to time. Any changes will be posted on this page and will take effect immediately upon posting.

11. CONTACT US

If you have any questions about this Refund & Exchange Policy or need to submit a request, you can contact us:

• By email: info@softechsupply.com

• By visiting this page on our website: https://softechsupply.com/contact-us

• By phone number: +250789775066