Return, Cancellation, and Refund Policy
Last updated: September 25, 2026
Thank you for shopping at Shah Informatics Ltd. If you are not entirely satisfied with your purchase, we are here to help. This policy is aligned with the consumer laws of Mauritius.
1. Order Cancellations
Cancellation Window: You can cancel your order free of charge within 2 hours of placement, or at any time before the status in your WooCommerce account changes to “Completed” or “Shipped”, whichever comes first.
How to Cancel: To cancel, please log into your account, navigate to My Account > Orders, and click “Cancel” if available. Alternatively, contact our support team immediately at [support@yourstore.com] or call [Phone Number] with your Order ID.
Shipped Orders: If your order status is already “Completed” or shipped, it cannot be canceled. You must follow our standard return process once the package arrives.
Software & Digital Keys: Digital software licenses, activation keys, or downloaded subscriptions cannot be canceled or refunded once the code has been generated, emailed, or revealed in your WooCommerce account.
2. Returns
Item Condition: To be eligible for a return, your IT item must be:
Unused, undamaged, and in the exact same condition that you received it.
In its original manufacturer packaging (with anti-static bags, security seals intact, manuals, cables, and accessories included).
Accompanied by the original receipt or WooCommerce tax invoice.
Non-Returnable Items (Final Sale):
Opened software, digital downloads, or activated product keys.
Custom-built or specially configured computer systems assembled to specific client requests.
Products showing obvious signs of user misuse, physical damage, or static discharge damage.
All Sales Are Final: Due to the nature of IT hardware and software components, we do not accept returns, exchanges, or refunds if you change your mind, order the wrong part, or experience compatibility issues.
Customer Responsibility: It is your responsibility to ensure that the IT components, laptops, or accessories you purchase are compatible with your existing systems before placing an order.
3. Return Shipping & Logistics
Defective, Damaged, or Incorrect Items: If you received a defective, damaged, or incorrect IT product, we will arrange for a free courier collection across Mauritius or provide a prepaid drop-off option.
4. Defective, Damaged, or Incorrect Items (The Only Exception)
We only replace or refund items if they are defective, damaged during transit, or if the incorrect item was delivered.
Dead on Arrival (DOA) Window: If a product is defective out of the box, you must report it to us within 48 hours of delivery.
Reporting Process: To report a defect, email [support@yourstore.com] with your WooCommerce Order ID and clear photographs or video proof of the defect.
Collection & Verification: We will arrange a courier collection across Mauritius at our expense to bring the item back to our technical team.
Resolution: Once our technicians confirm the manufacturing defect:We will issue a brand-new replacement.
If a replacement is out of stock, a full refund will be issued.
4.1 Refunds for Confirmed Defects
If a replacement cannot be provided for your defective item, a refund will be issued back to your original payment method:
MCB Juice / Bank Transfer: Transferred back to your account within 2 to 3 business days.
Credit Card (via MIPS): Processed through the MIPS gateway back to your card. This takes 5 to 10 business days to reflect depending on your bank.
5. Refunds
Inspection Process: Once we receive your returned item, our technical team will inspect it to verify its condition. This inspection takes 3 to 5 business days.
Approval & Method: If your return is approved, we will initiate a refund. Refunds are processed based on your original payment method:
Juice / MCB IBAN / Bank Transfer: Refunded directly back to your mobile number or bank account via Juice/Bank transfer. Please allow 2 to 3 business days for the transfer to appear.
Credit Card (via MIPS gateway): Refunded directly through the MIPS portal to your card. Depending on your local Mauritian bank (MCB, SBM, Absa, etc.), it typically takes 5 to 10 business days for the credit to reflect on your statement.
Cash on Delivery (COD): Refunded via Bank Transfer/Juice. No cash refunds are given at the time of courier return.
6. Defective and Warranty Claims (DOA / Faulty Hardware)
Dead on Arrival (DOA): If an IT product arrives completely non-functional, you must notify us within 48 hours of delivery to qualify for an immediate replacement or full refund.
Legal Guarantee: In compliance with Mauritius consumer protection guidelines, if a product develops a manufacturing defect within its warranty period, you are entitled to a repair, replacement, or refund depending on the nature of the fault. This does not cover physical damage, liquid spills, or electrical surges (lightning/fluctuations).
7. Warranty Claims
If an item stops working after the initial 48-hour delivery window but is still within its manufacturer warranty period, it falls under standard warranty terms. We will assist you in sending the item to the official brand service center in Mauritius for repair or replacement according to the manufacturer’s local terms.
8. How to Start a Return
Log into your account, go to My Account > Orders, select the relevant order, and click on the “Request Warranty/Return” link (or email us at [support@yourstore.com] with your WooCommerce Order ID).