Overview
As a supplier of core fiber optic backbone infrastructure equipment and ICT security systems, our customers are mostly other businesses who are either building their networks from scratch or upgrading and maintaining their existing systems.
Given the nature of our business, we understand the need for a clear refund and returns policy. As an ICT equipment supplier, we always consider the possibility that any purchased hardware may be returned to use for various reasons. Even though instances of technical hardware failure are generally low, other reasons suffice.
For example, we have recorded instances of compatibility failure when customers try to integrate purchased equipment in their network. Due to the random nature of such instances, we have developed a clearly stipulated plan for returns and exchanges.
At Instant Device Solutions Limited, we are committed to ensuring customer satisfaction. If you are not completely satisfied with your purchase, our return and exchange policy offers flexible options to meet your needs.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Eligibility for Returns and Exchanges
- Time Frame:
- Items can be returned or exchanged within 30 days of purchase.
- Condition of Items:
- Products must be in new, unused condition and in their original packaging.
- All original tags, labels, and accessories must be intact.
- Proof of Purchase:
- A receipt or proof of purchase is required for all returns and exchanges.
Non-Returnable Items
- Customized Products:
- Items that have been customized or personalized cannot be returned or exchanged.
Non-Refundable Items
- Broken Factory Seal Sticker :
- Items that were sold in the original packaging bearing the original factory seal and are not eligible for a refund if the packaging and the factory seal is damaged.
Process for Returns
- Initiate a Return:
- Contact our customer service team via +254114746858 to initiate a return.
- Provide your order number, the item(s) you wish to return, and the reason for the return.
- Return Authorization:
- Upon approval, you will receive a Return Authorization (RA) number.
- Include the RA number on the return package.
- Shipping:
- Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong item shipped, defective product).
- We recommend using a trackable shipping service to ensure your return is received.
Refunds
- Processing Time:
- Refunds will be processed within 7-10 business days of receiving the returned item.
- Refund Method:
- Refunds will be issued to the original payment method.
Process for Exchanges
- Initiate an Exchange:
- Contact our customer service team via +254114746858 to initiate an exchange.
- Provide your order number, the item(s) you wish to exchange, and the new item(s) you want.
- Exchange Authorization:
- Upon approval, you will receive an Exchange Authorization (EA) number.
- Include the EA number on the exchange package.
- Shipping:
- Customers are responsible for shipping costs for the exchanged item(s).
- We recommend using a trackable shipping service.
Damaged or Defective Items
- Report Issue:
- Inspect your items upon receipt. If you receive a damaged or defective item, contact our customer service team within 7 days of delivery.
- Resolution:
- We will arrange for a replacement or refund for the damaged or defective item at no additional cost to you.
Contact Information
For any questions or to initiate a return or exchange, please contact our customer service team at +254114746858 or instantdevicelimited@gmail.com.
Policy Updates
Instant Device Solutions Limited reserves the right to update or modify this return and exchange policy at any time. Any changes will be posted on our website and will apply to all orders placed after the date of the update.
Thank you for shopping with Instant Device. We value your business and strive to provide the best customer service experience.