RETURN, EXCHANGE AND REFUND POLICY

1. Introduction

This Return, Exchange and Refund Policy applies to products purchased from Samtronix Guyana through our website or physical store.

Samtronix Guyana operates primarily as a store-pickup business. We do not currently offer home delivery or online payment. Orders placed through our website are reservations for collection and payment at our store.

This policy is intended to protect both Samtronix Guyana and its customers. Nothing in this policy limits any rights or remedies that cannot legally be excluded under the laws of Guyana, including the Consumer Affairs Act.

2. Proof of purchase

A customer requesting a return, exchange, repair or refund must provide:

• The original Samtronix receipt or another acceptable proof of purchase;

• The product being returned;

• All accessories, cables, manuals, gifts and promotional items supplied with the product;

• The original packaging, where applicable; and

• A valid form of identification, when reasonably requested.

The serial number or IMEI number on the product must match Samtronix Guyana’s sales records.

Samtronix Guyana may refuse or delay processing a request when sufficient proof of purchase or product ownership cannot be provided, subject to applicable law.

3. Change-of-mind returns

A customer requesting to return a non-defective product because they changed their mind must bring it to Samtronix Guyana within seven calendar days of purchase.

To qualify, the product must be:

• Unused and in resalable condition;

• Undamaged and untampered;

• Complete with its original packaging;

• Returned with every accessory, manual and promotional item supplied;

• Free from customer accounts, passwords, security locks or activation locks; and

• Accompanied by the original receipt or acceptable proof of purchase.

All change-of-mind returns are subject to inspection and verification by Samtronix Guyana before being accepted.

Where permitted by law, Samtronix Guyana may deduct a restocking fee of up to the maximum allowed by law, currently 10% of the purchase price. The fee may cover inspection, testing, repackaging, administration and any reduction in the product’s resale value.

The customer is responsible for bringing the product to the Samtronix Guyana store. Travel and transportation costs connected with a non-defective return will not be reimbursed.

4. Products that have been opened or activated

Opening, registering or activating an electronic product may reduce its resale value. A product will not qualify as unused if it has been materially used, damaged, altered or registered in a manner that prevents it from being resold as new.

Where legally permitted, Samtronix Guyana may refuse a change-of-mind return or apply the lawful restocking fee when:

• The product has been used beyond what is reasonably necessary to inspect it;

• Factory seals have been removed and the product cannot be resold as new;

• The product has been activated, registered or network-locked to the customer;

• Accessories or packaging are missing;

• The product contains scratches, dents or other damage;

• The product has been modified or tampered with; or

• The product has not been returned in a complete and resalable condition.

These restrictions do not remove a customer’s rights regarding a genuine defect covered by law.

5. Defective products

If a customer believes a product is defective, the customer must notify Samtronix Guyana promptly and bring the product to the store with proof of purchase.

A product is not automatically considered defective merely because the customer:

• Changed their mind;

• No longer likes the product;

• Selected the wrong model, colour, storage capacity or specification;

• Expected a feature that was not advertised or included;

• Has difficulty using the product;

• Purchased a product that is incompatible with another device, network, application or accessory;

• Found the product available elsewhere at a lower price; or

• Experienced a problem caused by an external service, application, account, network or software provider.

Samtronix Guyana has the right to inspect, test and diagnose the product before determining whether a genuine defect exists and what remedy is appropriate.

The customer must allow a reasonable period for the assessment to be completed. An immediate refund or replacement will not necessarily be provided before the inspection is completed, except where required by law.

If the product is confirmed to have a covered defect, Samtronix Guyana will provide the remedy required by applicable law. Depending on the circumstances, this may include repair, replacement or refund.

6. Damage and conditions not covered

Subject to applicable law and any written manufacturer warranty, Samtronix Guyana is not responsible for problems resulting from:

• Accidental or deliberate damage;

• Cracked screens, bent frames or damaged housings;

• Liquid, moisture, corrosion, fire, excessive heat or environmental damage;

• Drops, impact, crushing or improper storage;

• Misuse, neglect or failure to follow operating instructions;

• Incorrect charging equipment or unstable electrical power;

• Normal wear and tear;

• Battery deterioration resulting from ordinary use;

• Viruses, malware or unsafe downloads;

• Unauthorised software modification, rooting, jailbreaking or flashing;

• Repairs, opening or modification by an unauthorised person;

• Removed, altered or unreadable serial or IMEI numbers;

• Lost passwords, forgotten account credentials or activation locks;

• Network coverage, SIM-card, carrier or third-party service problems;

• Customer-installed applications or software;

• Cosmetic imperfections or conditions clearly disclosed before purchase; or

• A customer’s failure to confirm product compatibility before purchasing.

If inspection shows that the problem was caused by an excluded condition, Samtronix Guyana may reject the warranty or defect claim, subject to applicable law.

7. Disclosed conditions, open-box and pre-owned products

Where a product is sold as pre-owned, open-box, display, refurbished, clearance or with a specifically disclosed condition, that condition will be recorded or explained at the time of purchase where reasonably possible.

A disclosed cosmetic condition or known limitation will not later be treated as an undisclosed defect.

However, customers retain any rights provided by law concerning unrelated defects that were not disclosed and are not the result of customer damage or misuse.

8. Accessories and personal-use products

For hygiene, health and resale reasons, opened earphones, earbuds, wearable products and similar personal-use accessories may not qualify for a change-of-mind return where this restriction is permitted by law.

This restriction does not remove the customer’s legal rights if the product is genuinely defective.

9. Promotional bundles and free gifts

When a product was purchased as part of a bundle or promotion, all products, accessories and free gifts included in the transaction must be returned.

If any bundled or promotional item is missing, used, damaged or not returned, Samtronix Guyana may deduct its normal selling price from any refund or require the customer to return it before processing the request, where permitted by law.

A promotional discount may be recalculated if only part of a qualifying purchase is returned.

10. Exchanges

All exchange requests are subject to product inspection, availability and applicable law.

If a customer chooses a more expensive replacement product, the customer must pay the difference before receiving it.

If the replacement product costs less, any difference will be handled in accordance with applicable law and the approved return remedy.

A replacement product will not necessarily be placed on hold while the original product is being inspected unless Samtronix Guyana confirms this in writing.

11. Refunds

No refund will be issued until the return has been approved and the necessary product inspection and verification have been completed.

Approved refunds will be processed using the original payment method or another lawful method selected by Samtronix Guyana when the original method cannot reasonably be used.

Processing time may vary depending on the original payment method, banking provider and operational requirements. Delays caused by a bank, card provider or other third party are outside Samtronix Guyana’s control.

Original transportation, travel, installation, setup or other service costs are not refundable unless required by law or the refund results from a breach for which Samtronix Guyana is legally responsible.

12. Data, accounts and privacy

Customers are responsible for backing up all photographs, contacts, messages, files and other information before submitting a device for inspection, repair, exchange or return.

The customer must remove:

• SIM cards;

• Memory cards;

• Personal accessories;

• Screen locks and passwords;

• Apple ID, Google, Samsung and other customer accounts; and

• Find My Device, activation locks and similar security features.

Inspection or repair may require the device to be reset, updated or erased. To the extent permitted by law, Samtronix Guyana is not responsible for lost, deleted or corrupted data.

Samtronix Guyana may be unable to inspect or process a locked device until the customer removes the applicable account or security lock.

13. Manufacturer warranties

Some products may include a manufacturer or authorised-distributor warranty. The warranty provider may require the product to be inspected or repaired through its own authorised service centre.

Samtronix Guyana may assist the customer with available warranty information but is not responsible for decisions, delays or conditions imposed independently by a manufacturer, distributor, network provider or authorised service centre.

Manufacturer warranty terms do not remove any rights that the customer has directly against Samtronix Guyana under applicable law.

14. Website reservations and store pickup

Placing an order through the Samtronix Guyana website does not constitute online payment. The order is a request to reserve the selected product for in-store pickup and payment.

A reserved product will normally be held for a maximum of three calendar days from the time the customer is notified that it is ready for collection.

If the customer does not collect and pay for the product within that period:

• The reservation may be cancelled automatically;

• The product may be offered or sold to another customer; and

• Samtronix Guyana will have no obligation to continue holding the product.

Because no payment is collected online, cancellation of an unpaid reservation does not create a refund entitlement.

Prices, promotions and product availability remain subject to confirmation at the store. A reservation does not guarantee availability where a product has been reserved because of an inventory or technical error.

15. Inspection and claim verification

Samtronix Guyana reserves the right to record the condition, serial number and IMEI number of a returned product.

We may request reasonable information about how and when a reported problem occurred. We may also perform diagnostic tests or seek an assessment from a manufacturer, distributor or qualified technician.

Submitting false information, switching products, altering serial numbers or attempting to return a product not originally sold by Samtronix Guyana may result in rejection of the request and may be reported to the appropriate authorities.

16. Abuse of the return process

Samtronix Guyana may refuse a request where there is reasonable evidence of fraud, product substitution, deliberate damage, repeated abuse of the return process or another dishonest act.

This provision will not be used to deny a legitimate right provided by Guyana law.

17. How to request assistance

To request a return, exchange, repair or refund, contact Samtronix Guyana or visit our physical store with:

• The product;

• The original receipt or proof of purchase;

• The original packaging and accessories; and

• A clear explanation of the problem.

Bringing a product to the store does not by itself mean that the return, refund, warranty claim or exchange has been approved. Approval is provided only after the applicable inspection and verification have been completed.

18. Consumer rights

Nothing in this policy excludes, restricts or overrides any right that cannot lawfully be excluded under the Consumer Affairs Act or other applicable laws of Guyana.

If any part of this policy conflicts with a mandatory requirement of Guyana law, the legal requirement will apply while the remaining provisions of this policy continue to operate.

19. Policy updates

Samtronix Guyana may update this policy periodically. The policy in effect on the date of purchase will generally apply to that transaction, subject to any mandatory legal requirements.

20. Contact

Samtronix Guyana
Website: www.samtronixguyana.com
Telephone: +592 601 2413
Location: 111-112 CAMP & REGENT STREET LACYTOWN GEORGETOWN GUYANA