Warranty,
Refund &
Return Policy

GENERAL POLICY

Thank you for choosing E-MARK. We strive to offer you a bespoke memorable experience. In the unfortunate event that you are not fully satisfied with your purchase, we highly recommend that you refer to our warranty, refund and return policy. Please carefully read the following terms and conditions to ensure your peace of mind.

MANUFACTURER’S WARRANTY

All E-MARK products are covered by a manufacturer’s warranty. If a product is faulty, E-MARK recommends that you follow set out terms and conditions indicated by E-MARK.

For the avoidance of doubt, warranty is provided by the manufacturer and not E-MARK. Therefore, warranty is subject to the terms and conditions set by the manufacturer. It is the responsibility of the customer to first be aware of any such terms and conditions.

E-MARK warrants that the product will be free from defects in materials and workmanship for a period of one (1) year from the date of purchase. If the product proves defective during the warranty period, E-MARK, at its option, will:

1. Through the manufacturer’s channel, repair the product at no charge for parts or labor. Repair lead time will be 14 working days.
2. Provide the customer with a replacement device for temporal use during the repair period. The replacement device will be at E-MARK’s discretion. The customer will take good care of the replacement device during the period of repair and any defects or damages arising from the use of this device- the cost of repair will be borne by the customer.
3. Replace the faulty device with a Brand-new device of the same specifications in the unfortunate event of failure to repair the faulty device.

E-MARK recommends the Customer first utilize support materials, product diagnostics and any information contained on the official manufacturer’s website regarding the product. If unsuccessful, to obtain service under this warranty, the Customer must notify E-MARK of the defect before the expiration of the warranty period.

E-MARK reserves the right to charge for service in exceptional cases.

If the Customer’s product contains features that enable E-MARK to diagnose and repair problems with the product remotely, E-MARK may request that the Customer allow such remote access to the product.

In the maintenance of the product, E-MARK may use new or equivalent to new parts, refurbished, assemblies or products for equal or improved quality. All defective parts, assemblies, and products become the property of E-MARK. Return and claims will be handled according to the current E-MARK procedure.

E-MARK may require that the defective product be returned to a designated E-MARK Store from which the product was originally purchased. Claims will be handled according to the current E-MARK procedure.

Under this warranty, the Customer must notify E-MARK of any defects within 24hrs.

These warranties shall not apply to any defect, failure or damage caused by improper use or improper or inadequate maintenance and care. E-MARK shall not be obligated under these warranties:

1. to repair a product that has been tempered with by personnel other than E-MARK representatives resulting from attempts to repair or service the product.
2. to repair damage, malfunction, or degradation of performance resulting from improper use, negligence, abuse or connection to incompatible equipment or power source not limited to power surge or related electrical fault.
3. to repair an item that has been modified or integrated with other products when the effect of such modification or integration increases the time or difficulty of servicing the product or degrades performance or reliability.
4. to repair damage, malfunction, or degradation of performance resulting from use of the product in an environment not meeting the operating specifications set forth by the manufacturer.

Any service identified in the above list and provided by E-MARK at the Customer’s request shall be invoiced to the Customer at E-MARK’s then current rates for parts and labor.

The above warranties are given by E-MARK with respect to this product and its related items in lieu of any other warranties, express or implied.

For the software warranty see the end user license agreement included with the software.

REFUNDS

Eligibility for Refunds:

1. Refunds are only applicable for products purchased within the last [7] days.
2. Refunds may only be granted to Customers when a product does not meet specifications as per their order.
3. Only items that are unused, undamaged, sealed and in their original packaging will be eligible for a refund. E-MARK reserves the right to assess the condition of returned items.

REFUND PROCESSING:

1. Once the product is received, E-MARK will inspect to ensure it meets the set-out terms and conditions for refund.
2. After the return is approved, E-MARK will initiate a refund process. Refunds will be processed within 14 working days. Please note that the refund Settlement time may vary depending on your payment method and financial institution.
3. Refunds will be done electronically via electronic funds transfer (EFT) to a bank account nominated by the customer. In certain circumstances where possible, E-MARK may process a cash or mobile money transaction.

E-MARK will not be liable for any bank charges, taxes, interest and/or any other fees that may be levied against the customer during the settlement.

NON-REFUNDABLE PRODUCTS

Certain products are non-refundable, including but not limited to:

1. Products supplied in accordance with the customer’s purchase order. Customers are highly advised where possible to research about a product before a purchase is made.
2. Software or downloadable products that have been activated or used.

Products that do not meet the set-out terms and conditions for refund will not be accepted. E-MARK at its option may help resale the product on behalf of the customer.

RETURN AND EXCHANGE PROCEDURE:

To initiate a return or exchange, please contact E-MARK customer support team. The customer will be responsible for shipping, handling and/or any fees associated with returning of the product.

Provide your order number, details of the product, and the reason for return or exchange.

After receiving a return authorization, ship the product to any of our stores near you.

You are responsible for the cost of return shipping unless the return is due to an error on our part (e.g., incorrect or defective item).

We recommend using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

If the item you are exchanging for has a different price, we will either refund the difference or require an additional payment. Please refer to our refund policy for refund process.

If the request for return or exchange is any reason other than defects or damages, acceptance of return or refund will be at the discretion of E-MARK.

Products must be in the original condition: unsealed, unused, unaltered, and in the same condition that you received them.

Products must be returned with all original tags attached and must include all original packaging materials, warranty cards, manuals, and accessories.

DAMAGED OR DEFECTIVE PRODUCTS

In the unlikely event that the customer receives a damaged or defective product, the customer should contact E-MARK support team within 24hrs of receiving the item.

We will replace the item or refund you in full, including any shipping costs, once we have received the defective or damaged product

• E-MARK may request evidence of the damage or defect, such as photographs or a detailed description.
• Upon verification, E-MARK will provide the customer with a replacement device.
• Parcels Damaged in Transit

  If a parcel is damaged in-transit, please reject the parcel from the courier and get in touch with our customer service. However, E-MARK will not be liable for any products damaged or lost during shipping by third party couriers.

CHANGES IN POLICIES

E-MARK reserves the right to modify or update this policy at any time without prior notice. Any changes made to this policy will be effective immediately upon making such changes.

Please note that this policy is an integral part of our terms and conditions, which the customer agrees to upon making a purchase. By continuing to use E-MARK’s products and services, the customer accepts and agrees to abide by the terms outlined.

CONTACT US

For more information about our warranty, exchange and refund policy, please contact our customer service team at +260973 209820 or email us at [email protected] or [email protected]