Return & Refund Policy

1. Overview

At Smart Pulse Africa, we stand behind the quality of our technology hardware, devices, software, and digital solutions. This Return & Refund Policy outlines the conditions, timeframes, and processes under which items purchased directly from our website, physical tech store in Harare, or official channels can be returned, exchanged, or refunded.

2. Return Windows & Eligibility

To be eligible for a standard return or exchange, goods must meet the following criteria:

• Standard Returns (Change of Mind / Incompatibility): Physical items must be returned within 7 calendar days from the date of collection or delivery.
• Condition of Returned Goods: The product must be unused, in its original undamaged packaging, with all serial number labels, seals, protective films, manuals, power adapters, and bundled accessories intact.
• Proof of Purchase: A valid tax invoice, receipt, or digital order reference is required for all returns and warranty claims.
• Defective on Arrival (DOA): If an item arrives damaged, defective, or missing components, you must notify us within 48 hours of receipt for an expedited replacement or refund.

3. Warranty Coverage & Technical Support

All physical hardware sold by Smart Pulse Africa is covered by warranty protection:

• Brand New Hardware: Covered by standard manufacturer warranty (typically 12 months) or Smart Pulse Africa standard hardware warranty starting from the date of handover.
• Certified Refurbished & Pre-Owned Equipment: Covered by our standard limited warranty (30 to 90 days, as specified on your product invoice and specifications sheet).
• Exclusions: Warranty coverage does not apply to damages caused by accidental drops, liquid spills, electrical surges, lightning strikes, unauthorized tampering, rooting/jailbreaking, or third-party repairs.

4. Non-Returnable & Non-Refundable Items

Certain classes of goods and services cannot be returned or refunded:

• Digital software licenses, product keys, downloadable software, and cloud service activation credentials once issued.
• Custom-ordered hardware, bespoke server configurations, and customized digital vitality development sprints.
• Consumable items where the seal or protective packaging has been opened (e.g., thermal paste, cleaning fluids, screen protectors applied to devices).

5. Inspection, Refunds & Restocking

Once your returned product is received at our Harare technical center, our certified technicians will inspect and test the device within 1 to 3 business days:

• Approved Refunds: Refunds are issued to the original method of payment (Bank Transfer, EcoCash, InnBucks, USD Cash, or Store Credit) within 3–5 working days following inspection approval.
• Order Cancellations & Layby Plans: Cancellations of pre-orders, layby plans, or customized quotation packages are handled in accordance with the agreement terms, subject to standard administrative and restocking fees where applicable.
• Exchanges: If you prefer a replacement or store credit, our team will immediately dispatch or reserve the alternative model.

6. How to Initiate a Return

To initiate a return or report a warranty claim:

1. Contact our support team at [email protected] or WhatsApp us at our official customer line.
2. Provide your order number, product SKU/serial number, and a brief description (along with photos/video if reporting a physical defect).
3. Our team will issue a Return Merchandise Authorization (RMA) ticket and provide drop-off or collection instructions.