Policy

RETURNS AND CANCELLATION POLICY

  1. CANCELLATIONS
  1. Cancellation Period: The customer may cancel their order within 24 hours of placing it.
  1. Cancellation Process: If the order has already been shipped, the customer shall follow the returns process to cancel the order.
  • RETURNS
  • Returns period: Delivered items may be returned within 30 days from the date of delivery.
  • Eligibility:
  1. The business shall only consider the return of an item if it is in the same condition as it was upon delivery. The product should NOT be used, broken, soiled, damaged, and should have the original tags attached and be in its original packaging.
  • The business SHALL NOT accept returns for:
  • Gift Cards
  • Downloadable software
  • Custom products/Special orders/Personalized items (unless they are damaged upon arrival or do not match the specifications made in the order)
  • Returns Process:
  1. The customer is to make a written request to return the item within 30 days of receipt of the item. The customer will send an email to sales@smartinstallations.co.bw to make the written request to return an item.
  • The business shall have discretion as to whether or not the request to return the item is acceded to or not.
  • Customer shall be required to produce the receipt or proof of purchase for the return to be considered by the business.
  • If the return request is accepted, the business will send a return shipping label to the customer, as well as instructions on how and where to send the item. Items sent back to the business without first requesting a return SHALL NOT be accepted.
  • The customer shall arrange shipping with a courier agreed to by the business, at their own expense, unless the return is due to defective, damaged, incorrect order or a fault by the business. Customers are to ship the item for return to:

Physical Address

Smart Installations

Plot 49 Unit 2,

Gaborone International Commerce Park

Gaborone

South East District

Botswana

or

Postal Address

Smart Installations

P O BOX 765AAD

Gaborone

South East District

Botswana

NB: Please note that if the country of delivery is not Botswana, the shipping of items may take longer than expected.

  • INSPECTION OF ITEMS
  • Customers shall have the responsibility of inspecting the items they receive immediately upon delivery of the items. Customers are to immediately report any defective, damaged, used, soiled and broken items to the business.
  • Customers shall have the responsibility of confirming that their order is correct immediately upon delivery of the order. Customers are to immediately report any errors in the order to the business.
  • EXCHANGES
  • Exchange Period: Customers are to immediately contact the business and request an exchange of items.
  • Eligibility:
  1. The business shall only consider replacing items if they were immediately reported as defective, damaged, broken, soiled or an incorrect order.
  • Items shall only be considered for exchange if they are not broken, unused, not soiled, not damaged, have the original tags attached and be in the original packaging. Customers shall be required to provide the receipt or proof of purchase for the exchange to be considered by the business.
  • Exchange Process:
  1. The customer is to follow the returns process to facilitate an exchange and return the item they want to be exchanged.
  • Customers are to then make an order for the correct item they want to exchange with.
  • REFUNDS
  • Refund Process:
  1. Customers shall make a request for a refund in writing and provide a reason for the refund.
  • The business shall assess the request for the refund and have the sole discretion on whether or not to approve the refund.
  • The business will inform the customer of whether or not the refund request has been approved.
  • If the refund is approved, the customers should expect to receive payment within 10 business days.
  • The business shall pay the refund using the same method of payment used by the customer at the time of purchase. Customers shall not be entitled to request a different method of payment of the refund from the method used at the time of purchase.
  • If more than 15 business days have passed since the business has approved a refund but the customer has not received a refund, the customer shall first check with their respective bank to confirm that payment has not been received. If the bank confirms that the payment has not been received or pending, the customers is to send a query to sales@smartinstallations.co.bw.

NB: Customers are reminded that it can take some time for the bank or credit card company to process and post the refund.

  • CONTACT INFORMATION
  • For any questions regarding the Return and Cancellation Policy, please contact us at:

Email: sales@smartinstallations.co.bw

Phone: +267 318 8699

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