RETURN, REFUND & EXCHANGE POLICY

ExploreTech Digital Ltd Website: https://www.exploretech.ng Email: info@exploretech.ng Phone: 08100003791 Address: 76 Tetlow Road, Owerri, Imo State, Nigeria

1. Our Commitment to You

At ExploreTech Digital Ltd, we are committed to providing our customers with quality technology products and a reliable shopping experience.

We understand that sometimes an order may arrive damaged, incomplete, defective, or different from what was purchased. This Return, Refund & Exchange Policy explains how to report a problem, request a return, and obtain an appropriate resolution.

This policy applies to eligible products purchased directly through our online store. It should be read alongside our Terms and Conditions and applicable product warranties.

2. Return Period

Customers should contact ExploreTech Digital Ltd within 7 calendar days from the date of delivery to request a return or report a problem with an order.

To help us resolve complaints quickly, we encourage customers to report visible damage, missing accessories, incorrect items, or other delivery issues as soon as possible, preferably within 48 hours of delivery.

A complaint reported within this recommended 48-hour period will help us investigate delivery-related issues. However, it does not remove any consumer rights that apply under Nigerian law.

Return requests are subject to verification, product inspection where appropriate, and the conditions outlined in this policy.

3. Reasons for Returning a Product

A. Wrong Item Delivered

If you receive a product that is different from the item ordered, please contact us with your order number and supporting photographs.

Once the claim is verified, ExploreTech will arrange an appropriate resolution, which may include an exchange, replacement, or refund.

Where the error is attributable to ExploreTech, we will bear the reasonable return and replacement delivery costs.

B. Damaged During Delivery

If your product arrives visibly damaged, please notify us as soon as possible and provide photographs or a short video showing the condition of the item and its packaging.

Please retain the original packaging until the complaint is resolved.

Once the damage is verified, ExploreTech will arrange an appropriate remedy. Where the damage occurred before delivery and is attributable to ExploreTech or its delivery arrangements, we will bear the reasonable return and replacement delivery costs.

C. Defective or Non-Functional Product

If a product is defective, does not operate as described, or fails to perform its advertised functions, please contact our support team.

We may request photographs, a video, diagnostic information, or an inspection by an authorized technician to establish the nature of the problem.

Depending on the circumstances, applicable warranty, and consumer-protection requirements, the resolution may include repair, replacement, exchange, or refund.

A manufacturer's security seal being opened for reasonable inspection or because a product is defective will not, by itself, automatically invalidate a legitimate defect claim.

D. Missing Accessories or Incomplete Orders

If an order arrives without an advertised accessory, component, cable, power adapter, or other included item, contact us with your order number and details of the missing item.

After verification, we will arrange delivery of the missing component or another appropriate resolution.

E. Product Not as Described

If a product materially differs from its description, advertised specifications, or agreed features, contact us with the relevant details and supporting evidence.

Where the claim is verified, we will provide an appropriate remedy in accordance with this policy and applicable law.

F. Change of Mind

We understand that a customer may occasionally change their mind after making a purchase.

Change-of-mind returns may be considered if the product is unused, undamaged, complete, and in its original packaging, including all accessories, manuals, labels, and promotional items supplied with it.

Because ExploreTech sells electronics and technology equipment, change-of-mind returns are subject to approval and may be restricted for certain product categories, including activated devices, configured equipment, software licences, special orders, and products that cannot reasonably be restored to new-sale condition.

Where a change-of-mind return is approved, the customer will ordinarily bear the return delivery cost unless otherwise agreed or required by law.

A change-of-mind request does not qualify automatically for a refund, and any applicable conditions or charges must be disclosed clearly and applied lawfully. This section does not limit statutory rights relating to defective, unsuitable, or misdescribed goods.

4. Conditions for Eligible Returns

To help us process your request efficiently, please ensure that, where applicable:

• You contact ExploreTech within the stated return period.
• You provide your order number or proof of purchase.
• The product is available for inspection.
• The original packaging, accessories, manuals, and included items are retained where reasonably possible.
• The product's serial number, IMEI, model number, or other identification details remain intact.
• You provide a clear explanation of the problem and supporting photographs or videos where available.
• You obtain return authorization and follow the return instructions provided by our team.

For verified defective, damaged, wrong, or misdescribed products, missing original packaging will not automatically defeat a legitimate claim where the law requires a remedy.

5. Products That May Not Qualify for Change-of-Mind Returns

For reasons relating to safety, hygiene, activation, configuration, or resale condition, the following products may be excluded from discretionary change-of-mind returns, subject to applicable law:

• Software, digital downloads, licence keys, and activated subscriptions.
• Products with non-transferable or already redeemed licences.
• Custom-configured, specially ordered, or made-to-specification equipment.
• Installed or commissioned technology systems, including CCTV, access control, networking, and solar installations.
• Products that have been materially damaged, altered, or misused by the customer.
• Products with removed or tampered identification labels or serial numbers.
• Sealed products that cannot be returned for legitimate health, hygiene, or safety reasons once unsealed.

These exclusions do not remove any applicable rights or remedies for defective, unsafe, misdescribed, or otherwise legally returnable products.

6. How to Request a Return

Our return process follows a simple authorization and verification procedure.

Step 1: Contact Our Support Team

Email info@exploretech.ng or call 08100003791. Provide your order number, product name, delivery date, reason for the return, and any supporting photographs or videos.

Step 2: Claim Review

Our team will review your complaint and may contact you for additional information or arrange an inspection.

Step 3: Return Authorization

If a physical return is appropriate, we will provide instructions on where and how to return the product. Please do not dispatch a product to an unconfirmed address.

Step 4: Product Inspection

Upon receipt, the product may be inspected to verify its condition, accessories, serial number, reported fault, and eligibility for the requested remedy.

Step 5: Resolution

Once the assessment is completed, we will inform you of the outcome and the next steps for a repair, replacement, exchange, or refund, as applicable.

7. Return Shipping Costs

Return shipping costs will be allocated according to the reason for the return:

• Wrong item, verified defect, or qualifying damage attributable to ExploreTech: ExploreTech will bear reasonable return shipping costs.
• Change of mind approved by ExploreTech: The customer will ordinarily bear the return delivery cost.
• Warranty claim: Responsibility for transport and inspection costs will depend on the applicable warranty terms, the cause of the fault, and applicable law.

Customers should obtain our return instructions before arranging a return shipment.

8. Refund Policy

Refunds may be approved for eligible returns where a refund is the appropriate remedy.

Once a returned product has been received and the necessary assessment completed, we aim to process approved refunds within 5–7 business days. The time taken for the funds to appear in a customer's account may depend on the bank or payment provider.

Refunds will ordinarily be made through the original payment method where practicable. If this is not possible, an alternative method may be agreed with the customer.

For orders paid for by bank transfer or cash on delivery, we may request the customer's verified bank account details to process an approved refund.

Refunds will cover the amount properly refundable under the applicable transaction and law. Any delivery charges or other costs will be handled according to the reason for the return and applicable legal requirements.

9. Exchanges and Replacements

Where an exchange or replacement is approved, it will be subject to stock availability and the applicable resolution agreed with the customer.

If the same product is unavailable, ExploreTech will discuss an appropriate alternative or refund where applicable.

A replacement product may be subject to the relevant manufacturer's warranty or other applicable warranty terms.

10. Warranty Coverage

Some products sold by ExploreTech Digital Ltd are covered by a manufacturer's warranty or a limited warranty expressly provided at the time of purchase.

Warranty duration and coverage vary by product. Customers should check the product listing, invoice, warranty documentation, or accompanying terms.

Warranty coverage generally does not extend to faults caused by misuse, unauthorized repairs, physical damage after delivery, improper installation, incorrect electrical connections, power surges, liquid damage, or other excluded causes, except where applicable law provides otherwise.

Where installation is required, customers should follow the manufacturer's instructions and any installation requirements stated for the product.

A warranty is separate from the return period and does not remove any statutory consumer rights.

11. Customer Responsibilities

Customers are encouraged to:

• Confirm the product model, specifications, compatibility, and quantity before placing an order.
• Inspect deliveries promptly and report discrepancies.
• Retain invoices, order confirmations, warranty documents, and packaging where possible.
• Follow the manufacturer's operating and installation instructions.
• Avoid unauthorized repairs or alterations while a return or warranty claim is being assessed.
• Cooperate reasonably with the verification and inspection process.

12. Fraudulent or Abusive Return Claims

ExploreTech reserves the right to investigate suspected fraudulent claims, product substitutions, deliberate damage, missing components, serial-number tampering, and misuse of the return process.

A claim may be declined where the available evidence establishes that the reported problem was caused by customer misuse, unauthorized modification, or another valid exclusion under this policy.

Any decision will be based on the facts of the claim and applicable law. Legitimate consumer complaints will not be rejected solely because a customer cannot provide a particular type of evidence.

13. Our Commitment to Fair Resolution

ExploreTech Digital Ltd is committed to resolving genuine customer complaints professionally, transparently, and within a reasonable timeframe.

Nothing in this policy is intended to exclude, restrict, or waive a consumer right or remedy that cannot lawfully be excluded under the laws of the Federal Republic of Nigeria, including the Federal Competition and Consumer Protection Act 2018.

Where applicable law provides a stronger right or remedy than this policy, the law will prevail.

14. Contact Us

For return requests, refund enquiries, exchanges, or warranty support, please contact:

ExploreTech Digital Ltd

Email: info@exploretech.ng Phone: 08100003791 Address: 76 Tetlow Road, Owerri, Imo State, Nigeria Website: https://www.exploretech.ng

Please include your order number in all return-related communications to help us assist you promptly.

ExploreTech Digital Ltd — Explore possibilities in technology.