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Return & Refund Policy
RETURN & REFUND POLICY
Our Return and Refund Policy was last updated [05/06/2023]
Thank you for shopping at OUKITEL STORE. If, for any reason, you are not completely satisfied with a purchase We invite You to review our policy on refunds and returns. This Return and Refund Policy was generated by Us. The following terms are applicable for any products that You purchased with Us. Interpretation and Definitions
Interpretation The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.
Definitions For the purposes of this Return and Refund Policy:
● “Company” (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to
● “Goods” refers to the items offered for sale on the Service.
● “Orders” means a request by You to purchase Goods from Us.
● “Service” refers to the Website.
● “Website” refers to [OUKITEL STORE], accessible from
[https://www.oukitelstore.co.za]
● “You” means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.
DELAYED DELIVERY
In case of delayed delivery, if you wish a refund due to delayed delivery (Shipping Policy) there will be order cancelation fee, unless if there's no updates regarding the delay.
Check your order profile regularly and your email for order updates, order updates done through emails/order profile communications.
Refund & Cancellation
Hopefully you will be pleased with your purchase from OUKITEL STORE and surely, we will always provide you with better products and prices. It’s better for you to understand the following before placing an order.
Price Protection
If you purchase a product from and find within 72 hours the price has dropped, a refund of the difference will be made to you.
Best Price
Have you noticed a same product listed commercially somewhere else online? Tell us and in most cases, we will beat the price. Enter the product description page on our website and click "Price Match" and make a claim.
Registration Terms
If you provide a wrong delivery address, you shall bear 99% of the liability. If you have used the wrong address for any order, please contact us as soon as you realize it, but it’s impossible to apply the corrected address to the order if it is already shipped.
Cancellation
If you want to cancel an order within 24 hours from confirmation of the payment, you will be entitled to a full refund. It is still possible to cancel an order after 24 hours, provided that it has not yet been shipped. If an order has been shipped, it’s impossible for us to cancel or modify it anymore. If you still want a refund, your customer is required to return the ordered item on its arrival. In this case, only a partial refund covering the price of the item(s) minus the shipping cost is possible. For more details, please contact your sales manager.
3 Day Return
Our Refunds and Exchanges
• The goods eligible for return must be in an unworn or unused condition, in original sealed packaging including accessories and tags where applicable and in a saleable condition.
• In the case of a device that takes sim-cards, inserting the sim-card is deemed as usage.
• In the case that a device is Wi-Fi enabled, connecting to a Wi-Fi Network is deemed to be usage.
• Our Returns policy also applies to Items purchased as a gift or delivered in error.
• We reserve the right to inspect the Items before we approve a refund.
• Please bring your ID, an online Invoice or order confirmation when returning goods ordered online.
If you are unsatisfied with your order within 3 days for any reason whatsoever, you can return the item(s) to us in the brand-new condition for a refund in the amount of the purchase price minus the shipping cost. In case of a spare part, it can’t be returned if installed to your mobile phone and it's working.
Refund arrival time
Please understand that international transactions may take longer than usual to process. Depending on the method of payment, the arrival time may vary.
Estimated time of refund to account:
Account balance - Realtime
PayPal - Realtime
Credit Card - Depending on the method of payment.
Bank transfer - up to bank Usual 3-7 days.
Items Damaged in Transit
If an item is found visibly damaged on receipt, we kindly ask you to support us by accepting the parcel and contacting us within 7 working days, as well as providing us with the evidence as following:
1. Photos of the front and back sides of the packaging box.
2. A photo, video or screenshot of the defective item.
3. A photo, video or screenshot of the defective item or the defective part of the parcel.
Our sales manager will communicate with you for further information.
Service and Repair Policies in Warranty Period
If any of the items you have purchased from us is found defective within 1 year from receipt, you are entitled to a repair under warranty. Please kindly provide us with evidence as below: photos and videos of the defective item. After providing such information to the relevant sales manager and the problem is acknowledged, you can send the items back to us for a repair.
Before sending the item back, please note: Keep in mind that it's your responsibility to record and erase all information (e.g., texts, images, ringtones and contacts, etc.) from the phone or other items you return to us. OUKITEL STORE shall not be responsible for any personal information left in the phone or such other item and cannot guarantee that the personal information left in the phone, or such other items will not be erased. The repair policy is detailed in the table below.
| Type of repair | Applicable charges (Buyer) | What to do. |
| Cases where a refund is allowed. | ||
| 1. The item received is wrong. Provided that it is not used, please follow the warranty process and contact our After-sale Service Center and return the item within 7 days from receipt of the order: it’s free of damage or defect. (All parts are required to be sent back.) | The customer shall be liable to pay the shipping cost for return. | Return your defective to our business address. |
| For deals at discounted prices | ||
| 1. The item received is different from what has been ordered, free of damage or defect. (All parts are required to be sent back.) | ||
| 2. If only the SIM card is unidentifiable locally, the item free of damage or defect is acceptable. (All parts are required to be sent back.) | ||
| Cases where a repair rather than a refund is allowed. | ||
| 1. Man-made factors 1）Disassembly 2）Exclusive of misuse, unofficial firmware or software modifications or any others causes of damage. 3）Drops or falls 4）Water soaking: dropped into water; exposed to rain, fog or mist droplets; spilling liquid into the phone 5）Other man-made damage |
Shipping cost for return; redelivery cost; repair cost | OUKITEL STORE will send your items for repairing and will provide you with an estimate of any additional costs arising from repairs. |
| 2. Scratches or damage is noticed on packaging and appearance. | ||
| 3. Scratches or damage is noticed on the screen and main board, or other unauthorised third-party repairs are received. | ||
| 4. The item is returned without the package and accessories. | ||
| 5. Production of such items is ceased, and the item has been in use for more than one month. | ||
| Cases where neither a repair nor a refund is allowed. | ||
| 1. Items not ordered from OUKITEL STORE | ||
| 2. The warranty period has expired, or the problem is not covered by the Manufacturer’s Warranty. | ||
| Other warranty and return policies for special product will be provided in specific product catalogue, please carefully read the following Product Warranty Terms and Conditions. | ||
Please email below details to your sales manager's email address or info@oukitelstore.co.za, after you send back the defective items:
1.Tracking number for the returned parcel.
2.Model number of the returned item.
3.Detailed description of the problem for each item
4.Original Order number from OUKITEL STORE for each item
Thank you very much for your understanding and cooperation.