Returns & Refund Policy

At OrdersTech, we want every customer to receive the electronics they ordered in good condition and as described on our website. However, we understand that there may be situations where a product needs to be returned, replaced, or refunded.

This Returns & Refund Policy explains when a product may be returned, the conditions that apply to returns, how refunds are investigated and processed, and what customers should expect when requesting a return or refund.

Because OrdersTech sources and imports products internationally, including from China, some returns may require additional investigation and coordination with suppliers, shipping companies, warehouses, payment providers, and other parties involved in fulfilling an order.

1. Our Return Policy

Customers may request a return where the order qualifies under this policy.

A product may qualify for a return where, for example:

• The product received is damaged.
• The product received is defective.
• The wrong product was delivered.
• The product is materially different from the product ordered.
• Parts or accessories that were included in the order are missing.
• Another issue covered by an applicable product warranty or OrdersTech guarantee has occurred.

Not every product or situation will qualify for a return. Eligibility depends on the condition of the product, the reason for the return, the evidence provided, and the circumstances surrounding the order.

2. Time Limit for Reporting a Problem

Customers should inspect their order as soon as reasonably possible after delivery.

When reporting an issue, customers should provide their order number and a clear description of the problem.

3. Damaged Products

If a product arrives visibly damaged, customers should notify OrdersTech as soon as possible.

Where possible, customers should take clear photographs or videos showing:

• The external packaging.
• Shipping labels.
• Damage to the packaging.
• The product itself.
• Any damaged components.
• The condition of the product when opened.

This information may be required to determine whether the damage occurred before delivery, during transportation, or after the product was received.

Customers should retain the original packaging until the return investigation has been completed.

4. Defective Products

If a product does not function as reasonably expected, OrdersTech may request information to help determine whether the product is defective.

Depending on the product, we may ask the customer to perform basic troubleshooting steps before approving a return.

This may include checking power connections, charging the device, restarting the device, checking cables, resetting the product, updating software, or following instructions provided by the manufacturer.

If the product remains defective after reasonable troubleshooting, OrdersTech may arrange a return, replacement, repair, or refund depending on the circumstances.

5. Wrong Product Delivered

If you receive a product that is different from the product you ordered, contact OrdersTech before using the product.

Please provide your order number and photographs of the product received, including the packaging and product label where applicable.

Where we confirm that the wrong product was delivered, we will review the appropriate solution, which may include arranging a return and sending the correct product or providing a refund where applicable.

6. Missing Items or Accessories

Some electronics are supplied with accessories, cables, adapters, manuals, remotes, batteries, or other components.

If an item that was included with your order is missing, contact us with details of the missing item.

OrdersTech may investigate the order, packaging, warehouse records, supplier information, and delivery records before determining the appropriate solution.

7. Products That May Not Be Eligible for Return

Certain products or situations may not qualify for a return or refund.

This may include:

• Products damaged by misuse.
• Products damaged through improper installation.
• Products damaged after delivery through accidents.
• Products modified or repaired by an unauthorised person.
• Products with missing essential parts caused by the customer.
• Products with damage caused by liquid where the product is not designed for liquid exposure.
• Products with physical damage caused after delivery.
• Products returned without the required information or evidence.
• Products where the reported problem cannot be verified.

This list is not exhaustive. The specific circumstances of each return request will be considered.

8. Change of Mind

Returns based solely on a change of mind are not automatically guaranteed.

Electronics may be imported specifically to fulfil customer orders, and certain products may have already incurred international shipping, customs, handling, and delivery costs.

If you no longer want a product, contact OrdersTech before attempting to return it. We will review the circumstances and inform you whether a return can be accepted and what costs, if any, may apply.

9. Conditions for Returning a Product

Where a return is approved, customers may be required to return the product in an appropriate condition.

Depending on the product, this may include:

• The original product.
• Original packaging.
• Accessories supplied with the product.
• Cables and chargers.
• Manuals and documentation.
• Remote controls.
• Original labels where applicable.
• Any other components supplied with the order.

Customers should not remove, destroy, or discard packaging before the return process has been completed where a return may be required.

10. Return Inspection

Returned products may be inspected before a final decision is made.

The inspection may consider:

• The condition of the product.
• The reported fault.
• Signs of misuse.
• Physical damage.
• Serial numbers.
• Accessories and components.
• Packaging condition.
• Order and delivery records.
• Supplier or manufacturer information where applicable.

The purpose of the inspection is to determine whether the return meets the requirements of this policy and to identify the appropriate resolution.

11. Refund Investigation

Because OrdersTech imports products internationally and may need to investigate issues with suppliers, logistics providers, payment providers, or other parties, some refunds may require an investigation before approval.

The 2-to-3-month period is a maximum expected processing timeframe for cases that require extended investigation and does not mean every refund will take this long.

Customers will be informed where additional information is required during the investigation.

12. How Refunds Are Paid

Where a refund is approved, OrdersTech will generally attempt to return the eligible amount using the original payment method where reasonably possible.

Depending on the payment method, financial institution, payment provider, or circumstances of the transaction, an alternative refund method may be required.

Once OrdersTech has processed a refund, additional processing time may be required by the customer's bank, mobile money provider, card issuer, or other financial institution.

13. Partial Refunds

In certain circumstances, OrdersTech may approve a partial refund rather than a full refund.

A partial refund may be considered where:

• Only part of an order is affected.
• A product has a minor issue that does not prevent reasonable use.
• The customer agrees to keep a product with a specific defect.
• Only certain accessories or components are missing.
• Another circumstance reasonably supports a partial refund.

14. Replacement Instead of Refund

Depending on the circumstances, OrdersTech may offer a replacement product instead of a refund.

A replacement may be offered where the original product is confirmed to be defective, damaged, incorrect, or otherwise eligible for a replacement.

Replacement availability may depend on stock, supplier availability, shipping schedules, and other logistical factors.

15. Return Shipping

The responsibility for return shipping costs depends on the reason for the return and the outcome of the investigation.

Where the issue is confirmed to have resulted from an error attributable to OrdersTech, such as an incorrectly supplied product, we may arrange or cover reasonable return-related costs where applicable.

Where a return is requested for another reason, including certain change-of-mind requests, the customer may be responsible for applicable return costs.

16. Products Damaged After Delivery

OrdersTech is generally not responsible for damage that occurs after successful delivery where the damage results from misuse, accidents, improper installation, unauthorised modifications, negligence, or failure to follow product instructions.

Customers should follow the manufacturer's instructions and use qualified technicians where professional installation is required.

17. Manufacturer Warranties

Some products may be covered by a manufacturer's warranty or supplier warranty.

Where a manufacturer's or supplier warranty applies, OrdersTech may assist the customer in communicating with the relevant supplier or manufacturer where reasonably possible.

Warranty terms may vary by product and manufacturer. Customers should review any warranty information supplied with their product.

18. How to Request a Return

To request a return, contact OrdersTech using our official contact details.

Please provide:

• Your full name.
• Order number.
• Phone number.
• Email address where applicable.
• Product name.
• Reason for the return.
• Clear photographs or videos where relevant.
• Any other information requested by our support team.

19. Return Approval

Customers should not send products back without first contacting OrdersTech and receiving return instructions where required.

Sending a product back without prior approval or instructions may delay the investigation or refund process.

Once your request has been reviewed, our team will explain the next steps where the return is approved.

20. Fraudulent or Abusive Return Requests

OrdersTech reserves the right to investigate suspicious, repeated, fraudulent, or abusive return and refund requests.

This may include situations where:

• A customer provides false information.
• A product has been intentionally damaged.
• A different product is returned.
• A product has been replaced with another item before being returned.
• Evidence has been manipulated.
• A customer repeatedly submits unreasonable or fraudulent claims.

Where fraud or abuse is reasonably suspected, OrdersTech may delay the investigation, reject the request, restrict the customer's account, or take other appropriate action permitted by law.

21. Delivery Confirmation

OrdersTech may use delivery records, delivery confirmations, customer communication, photographs, signatures, tracking information, or other available information to determine whether an order was successfully delivered.

If you believe an order has been marked as delivered incorrectly, contact us immediately so that we can investigate.

22. Refunds for Cancelled Orders

If an order is cancelled before fulfilment, the availability of a refund may depend on the stage of the order.

Orders that have already been sourced, shipped, imported, cleared, dispatched, or delivered may be subject to different cancellation and refund conditions.

Contact OrdersTech as soon as possible if you wish to cancel an order.

23. Customs, Importation and International Shipping

OrdersTech sources products internationally, including from China. Some orders may therefore involve international transportation, customs procedures, warehousing, and local delivery.

Where a return requires international coordination, the investigation and resolution may take longer than a normal domestic return.

This is one reason why certain refunds may take up to 2 to 3 months after the investigation and approval process.

24. No Automatic Refund

Submitting a return request does not automatically guarantee a refund.

Each request may be reviewed based on the circumstances, evidence provided, product condition, order records, applicable warranty, and the terms of this policy.

Where a refund is approved, the amount and method of the refund will be communicated to the customer.

25. Changes to This Returns Policy

OrdersTech may update this Returns & Refund Policy from time to time to reflect changes to our products, services, suppliers, logistics arrangements, payment methods, or applicable requirements.

The latest version published on this page will apply to orders and return requests subject to applicable law.