Refund Policy

Refund Policy

    1. General Refund Policy

    1.1 Eligibility for Refunds

    • Refunds are only issued in specific cases, such as incorrect orders, defective products under warranty, or unavailability of a purchased item.
    • Refund requests must be submitted within 7 business days from the date of delivery.
    • A refund will only be processed after a thorough inspection of the returned product and approval by Solwave Technologies.

    1.2 Non-Refundable Items

    • Opened or used products unless they are faulty and covered under warranty.
    • Software, digital products, and licenses (once activated or used).
    • Special orders, custom-built items, and clearance products.
    • Consumables (e.g., printer ink, batteries, cables, accessories).
    • Any item that is damaged due to misuse, improper handling, or unauthorized repairs.
    1. Refund Process

    2.1 How to Request a Refund

    • Clients must contact Solwave Technologies via phone or email to request a refund.
    • The refund request must include:
      • Original invoice or proof of purchase.
      • Reason for refund request (including photos if applicable).
      • Bank account details (for bank transfers) or MPESA details (for mobile refunds).
    • Returns must be approved before a refund is processed.

    2.2 Inspection and Approval

    • Once a refund request is received, the product must be returned for inspection.
    • If the product qualifies for a refund, Solwave Technologies will approve the refund and notify the Client.
    • If the return is rejected (e.g., due to damage or missing parts), the product will be returned to the Client at their cost.
    1. Refund Methods

    3.1 Store Credit Option

    • Clients may choose to receive a store credit instead of a refund.
    • Store credit is valid for one year and can be used for future purchases.

    3.2 Bank Transfer Refunds

    • For refunds above KES 5,000, payment will be processed via bank transfer.
    • The Client must provide their bank details, and processing takes 7–14 business days.

    3.3 MPESA Refunds

    • For refunds below KES 5,000, the amount may be refunded via MPESA.
    • MPESA refunds are processed within 3–5 business days after approval.
    1. Partial Refunds & Deductions

    4.1 Restocking Fees

    • If a product is returned without defects or due to a change of mind, a 15% restocking fee may apply.
    • The refund will exclude shipping and handling charges.

    4.2 Deductions for Missing Accessories

    • If any original accessories, manuals, or packaging are missing, a deduction will be applied to the refund amount.
    1. Refund Timelines
    • MPESA refunds: 3–5 business days after approval.
    • Bank transfer refunds: 7–14 business days after approval.
    • Store credit refunds: processed immediately upon approval.

    For refund requests, contact us via:

    📧 Email: sales@solwave.co.ke
    📞 Phone: +254 (0)724 307 684