RETURNS & REFUNDS POLICY

Effective Date: August 24, 2025

At Smartware, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy outlines your rights, as well as our responsibilities, in relation to returning products, requesting replacements, and receiving refunds. Please read this policy carefully before making a purchase.

1. Eligibility for Returns

We accept returns under the following conditions:

  • The product must be unused, in its original packaging, and in the same condition you received it.
  • The return request must be initiated within 7 days of delivery.
  • Certain items, such as opened software, hygiene-related products, and clearance items, are not eligible for return unless defective.

2. Non-Returnable Items

The following items cannot be returned for a refund or exchange:

  • Gift cards or vouchers.
  • Downloadable software or digital products.
  • Personal care or intimate items once opened.
  • Products marked as "Final Sale."

3. Return Process

  1. Contact our customer support team via email or phone to initiate a return request.
  2. Provide proof of purchase (receipt, order confirmation, or invoice).
  3. We will provide instructions on where and how to send the item back.
  4. Customers are responsible for return shipping costs unless the product is defective or incorrect.

4. Refunds

Refunds will be processed once the returned item has been inspected and approved. Approved refunds will be issued to the original method of payment within 7–14 business days. Please note:

  • Shipping charges are non-refundable unless the product was faulty or shipped in error.
  • Partial refunds may be granted for items that are not in their original condition or missing parts.

5. Exchanges

If you would like to exchange your product for the same item or a different item of equal value, please indicate this when contacting support. Exchanges are subject to product availability.

6. Defective or Damaged Products

If you receive a product that is defective, damaged, or incorrect, please notify us within 48 hours of delivery. We will arrange for a replacement or a full refund at no extra cost to you.

7. Cancellations

You may cancel an order before it has been shipped. Once shipped, our regular returns process applies. Digital products and services cannot be canceled after purchase.

8. International Returns

For customers outside Tanzania, return shipping costs and import duties are the responsibility of the customer unless the item is defective or shipped in error.

9. Contact Us

If you have questions about our Returns & Refunds Policy or need help with a return, please contact us:

  • Email: support@smartware.co.tz
  • Phone: +255 652 088 877
  • Address: Dar es Salaam, Tanzania

This Returns & Refunds Policy is subject to change without notice. Please check our website for the latest version.