Returns and Refund Policy

Effective date: July 23, 2026.

This policy applies to all physical products, bundled software components, and service-related consumables sold by Syneric Systems where applicable under Kenyan consumer and commercial law.

1. Eligibility to return

• You must submit a return request in writing within 7 days of delivery for non-hazmat electronics accessories.
• For non-consumer commercial buyers, return rights may be governed by contractual agreements.
• Goods must be unused, with original condition where commercially reasonable.

2. Items not returnable

• Opened software keys, encrypted media, and one-time license assets after activation.
• Items custom-configured for the customer, including custom BIOS/firmware setups.
• Consumables and perishable IT materials where resale is not possible.
• Damage arising from misuse, accidental drop, liquid exposure, or unauthorised tampering.

3. Return grounds

• Wrong item received versus confirmed order;
• Defective, dead-on-arrival, or major functional failure;
• Item condition materially differs from product description.

4. Warranty first assessment

Malfunction claims are first screened against the Warranty and Support Policy. If defect is within manufacturer warranty scope, replacement or repair can be preferred over refund.

5. Condition and inspection

Customers must maintain items with all serial packs, manuals, and accessories where provided. We may ask for photos or remote inspection before approval.

6. Refund timeline and method

Once a return is accepted, refunds are usually processed within a reasonable period in accordance with the original payment method and gateway settlement cycles.

7. Shipping charges on returns

• Defective or wrong item returns: logistics charges may be compensated where justified.
• Change of mind returns: return shipping is generally borne by customer unless agreement states otherwise.

8. Disputes and escalation

If settlement is not reached, customers may request a goodwill review, then use statutory remedies and Consumer Tribunal processes in Kenya where applicable.

9. Contact to initiate return

Email sales@synericsystems.co.ke with Order Number, item code, purchase date, and return reason.