Return, Refund, Replacement & Warranty Policy

1. Introduction

Synkron Shop is an international e-commerce and procurement platform operated by Synkron International Ltd ("Synkron Shop", "we", "us" or "our"), a company incorporated and headquartered in the Republic of Kenya.

Synkron Shop supplies engineering, electrical, mechanical, automation, industrial, technical and related products ("Goods") to customers in Kenya and internationally.

This Return, Refund, Replacement & Warranty Policy ("Policy") sets out the terms and procedures applicable to the return, replacement, repair, refund, cancellation and warranty handling of Goods purchased through Synkron Shop.

This Policy is intended to give customers a clear, transparent and consistent process for resolving issues relating to purchased Goods, while protecting the legitimate interests of customers, Synkron Shop, manufacturers, suppliers, logistics providers and other parties in the supply chain.

Because Synkron Shop serves customers internationally, transactions may be subject to more than one legal and regulatory framework.

2. Purpose

1. Establish clear procedures for returns, refunds, replacements and warranty claims.
2. Protect customers from defective, damaged or materially non-conforming Goods.
3. Establish appropriate controls for specialised, technical, customised and special-order Goods.
4. Clarify responsibility for transportation, customs, duties and taxes in international returns.
5. Provide a consistent process for warranty claims.
6. Establish procedures for inspection and technical assessment.
7. Protect Synkron Shop against fraudulent or abusive returns.
8. Ensure customer complaints are handled fairly and consistently.
9. Support compliance with applicable Kenyan and international legal requirements.
10. Provide a transparent framework for both domestic and international customers.

3. Scope

This Policy applies to Goods purchased through Synkron Shop, including purchases made through the Synkron Shop website, approved quotations, purchase orders, invoices, contracts, framework agreements, project-specific procurement arrangements, and other approved commercial channels operated by Synkron Shop.

This Policy applies to Kenyan and international customers, including individual consumers, companies, institutions, contractors, organisations, government or non-government entities where legally applicable, distributors and other authorised purchasers.

Where a specific contract, purchase order, quotation, tender, framework agreement, manufacturer's warranty or other written commercial agreement contains specific provisions concerning returns, warranties, cancellations or refunds, those provisions apply to the extent legally enforceable.

4. Definitions

5. Legal and Regulatory Framework

Synkron Shop is headquartered in Kenya but operates internationally. Transactions may therefore involve multiple legal jurisdictions.

5.1 Kenyan Legal Framework

As Synkron Shop is headquartered and operates from Kenya, its operations conducted in or through Kenya comply, where applicable, with Kenyan laws and regulations, including:

1. Consumer Protection Act, 2012
2. Sale of Goods Act (Cap. 31)
3. Competition Act, 2010
4. Value Added Tax Act, 2013
5. East African Community Customs Management Act, 2004
6. Applicable customs, import and export requirements
7. Data Protection Act, 2019
8. Applicable product safety and conformity requirements
9. Anti-Counterfeit Act, 2008
10. Other applicable Kenyan laws and regulations

5.2 International Transactions

Where Goods are sold to customers outside Kenya, the transaction may constitute an international commercial transaction and may be subject to applicable international commercial, customs, trade and contractual frameworks.

5.3 Laws of the Customer's Jurisdiction

International customers acknowledge that the transaction may also be subject to mandatory laws in the customer's country, country of delivery, country of importation, or another jurisdiction legally connected to the transaction.

5.4 Mandatory Consumer Rights

5.5 Business-to-Business Transactions

International B2B transactions may be governed by specific terms in the relevant quotation, purchase order, contract, framework agreement, invoice or order confirmation.

6. Order Confirmation

An order becomes binding on Synkron Shop only upon confirmation through the applicable commercial process, which may occur through a written order confirmation, accepted purchase order, payment confirmation, signed quotation, executed contract, or another written confirmation issued by Synkron Shop.

Synkron Shop reserves the right to correct genuine pricing, product-description, technical or availability errors before order confirmation.

7. Customer Responsibilities Before Ordering

Customers are responsible for reviewing product information before placing an order, including where applicable:

• Product description
• Model and part number
• Technical specifications
• Dimensions
• Voltage and frequency
• Capacity
• Compatibility
• Intended application
• Operating conditions
• Quantity
• Certifications and standards
• Installation requirements
• Warranty terms
• Delivery location

8. Product Availability

Product availability displayed on Synkron Shop is subject to confirmation. Some products may be in stock, available on order, sourced from a manufacturer, imported specifically for the Customer, manufactured on order, subject to supplier lead times, or subject to customs and regulatory clearance.

9. General Return Principle

Synkron Shop accepts returns where the Goods qualify under this Policy, applicable contractual terms or mandatory law. Because Synkron Shop supplies technical and industrial products, not every product is eligible for a change-of-mind return.

10. Reporting Damaged or Incorrect Goods

Customers should inspect deliveries as soon as reasonably practicable. Where visible damage, shortage or an incorrect product is identified, the Customer should notify Synkron Shop within 72 hours of delivery, where reasonably practicable, providing photographs, delivery documentation, order number, invoice number, product details and a description of the issue.

11. Eligible Returns

11.1 Incorrect Goods Supplied

Where Synkron Shop supplied Goods materially different from those ordered, Synkron Shop may replace the Goods, arrange collection, arrange return transportation, provide a refund, or provide another appropriate legal or contractual remedy.

11.2 Goods Are Damaged

Where Goods arrive damaged, Synkron Shop may investigate whether the damage occurred before dispatch, during transportation, during customs handling, during delivery, or after delivery.

11.3 Defective Goods

Where Goods are confirmed defective, Synkron Shop may repair, replace, provide an equivalent product, facilitate a manufacturer warranty claim, provide a refund, or provide another appropriate remedy.

11.4 Non-Conforming Goods

Where Goods materially fail to conform to the agreed description or specification, Synkron Shop may provide an appropriate remedy, including replacement, repair, refund, credit, or another remedy permitted by the applicable contract or law.

12. Change-of-Mind Returns

Because Synkron Shop supplies engineering and industrial products, change-of-mind returns are not automatically available for all Goods.

Where offered for a given product, a change-of-mind return request must be submitted within 14 calendar days of delivery.

Where Synkron Shop agrees to accept a change-of-mind return, the Goods should ordinarily be unused, in original condition, suitable for resale, include original packaging and accessories, and must not have been installed, commissioned, energised, modified, configured specifically for the Customer, damaged or contaminated.

13. Non-Returnable Goods

Unless otherwise agreed in Writing or required by applicable law, the following are not ordinarily eligible for change-of-mind returns:

1. Customised products
2. Specially manufactured products
3. Special-order products
4. Products configured for a specific application
5. Products programmed for a Customer
6. Products branded or engraved for a Customer
7. Products already installed
8. Products already commissioned
9. Products already energised
10. Products modified after delivery
11. Used products
12. Contaminated products
13. Products damaged through Customer negligence
14. Products subject to lawful manufacturer restrictions
15. Project-specific products
16. Products that cannot safely or lawfully be resold

14. Special-Order Goods

Special-Order Goods may require Synkron Shop to make binding commitments to manufacturers, suppliers, distributors or logistics providers. Once such procurement commitments have been made, cancellation may result in costs.

15. Customised Goods

Customised Goods are products specifically altered or prepared for a Customer's requirements, including configured equipment, programmed automation equipment, modified components, branded products, engraved products, assembled products, project-specific products and specially manufactured products.

16. Warranty

Products may be covered by a manufacturer warranty, distributor warranty, supplier warranty, Synkron Shop warranty, or statutory rights applicable to the transaction.

17. Warranty Claims

A Customer making a warranty claim may be required to provide proof of purchase, invoice, product model, serial number, installation information, operating conditions, maintenance records, photographs, videos, a description of the failure, and other information reasonably required for technical assessment.

18. Warranty Exclusions

Unless otherwise provided by applicable law or the manufacturer's warranty, warranty coverage may not apply to damage caused by:

• Misuse, negligence or incorrect installation
• Unauthorised modification or repairs
• Incorrect storage
• Abnormal operating conditions
• Incorrect voltage or power supply
• Environmental conditions outside specification
• Accidents
• Improper maintenance
• Use outside the intended application
• Normal wear and tear
• Failure to comply with manufacturer instructions

19. Technical Inspection

For technical, electrical, mechanical, industrial and automation products, Synkron Shop may require technical inspection before approving a return, replacement or warranty claim.

20. Return Authorisation

Customers must obtain written Return Authorisation before returning Goods unless Synkron Shop expressly instructs otherwise or applicable law provides otherwise.

A return request should contain:

• Customer name
• Contact details
• Order number
• Invoice number
• Product name
• Model or part number
• Quantity
• Delivery date
• Reason for return
• Description of the issue
• Photographs or videos where applicable
• Relevant supporting documents

21. Return Packaging

Customers should return Goods securely packaged, in original packaging where reasonably available, with accessories, manuals, certificates and warranty documents where applicable.

22. Return Transportation – Kenya

Where the return results from incorrect Goods supplied by Synkron Shop, a confirmed product defect, material non-conformity, damage attributable to Synkron Shop, or another circumstance for which Synkron Shop is responsible, Synkron Shop will ordinarily arrange or reimburse reasonable return transportation costs, subject to verification.

For approved change-of-mind returns, the Customer ordinarily bears the return transportation costs.

23. International Returns

International returns may involve export clearance, import clearance, customs declarations, duties, taxes, freight, insurance, brokerage, inspection, storage, permits and other government or carrier charges.

24. Customs Requirements for Returns

All international returns must comply with applicable customs laws and procedures. Customers must provide accurate information regarding product description, quantity, value, serial number, country of origin, reason for return, shipment reference and Return Authorisation.

25. Customs Duty and Tax Refunds

The return of Goods does not automatically entitle a Customer to a refund of import duty, VAT, GST, sales tax, excise duty, customs fees, brokerage charges or other government charges.

26. International Import Responsibility

Unless expressly agreed otherwise in Writing, the international Customer is responsible for import requirements, import permits, destination-country taxes, customs clearance, duties, local regulatory approvals, product registration and destination-country compliance.

27. Incoterms®

Where international delivery is offered, Synkron Shop may specify an applicable Incoterms® rule in the quotation or contract.

28. Delivery Inspection

Customers should inspect Goods immediately or as soon as reasonably practicable following delivery, verifying quantity, model, part number, packaging, visible condition, serial number, accessories, documentation and delivery records.

29. Refusal of Delivery

Customers should not refuse delivery of correctly supplied Goods solely because of a change of mind without first contacting Synkron Shop.

30. Cancellation

Customers may submit cancellation requests in Writing. Where cancellation occurs before Synkron Shop has made procurement, manufacturing, configuration or shipping commitments, Synkron Shop may accept cancellation without additional charges where reasonably practicable.

31. Project and Contract Orders

Where Goods are supplied under a project, tender, contract, framework agreement or purchase order, the applicable contractual documents may establish specific inspection requirements, acceptance criteria, warranty periods, return procedures, replacement obligations, delivery requirements, commissioning requirements and dispute-resolution procedures.

32. Refunds

Where a refund is approved, Synkron Shop will ordinarily process the refund through the original payment method. Refunds may be subject to return verification, technical inspection, manufacturer assessment, reconciliation, payment processor requirements, banking procedures, customs procedures and applicable tax requirements.

33. Partial Refunds

Where only part of an order is affected, Synkron Shop may provide a replacement, repair, partial refund, credit note, or another appropriate remedy.

34. Replacements

Where replacement is approved, Synkron Shop may provide the same product, an equivalent product, an upgraded product subject to agreed additional payment, a replacement component, or another commercially reasonable alternative.

35. Credit Notes

Where commercially appropriate, Synkron Shop may issue a credit note instead of a cash refund, subject to applicable law and the Customer's agreement where required.

36. Software and Digital Components

Where products include software, firmware, activation keys, subscriptions, digital licences or digital configuration, returns may be subject to applicable licence and activation terms.

37. Regulated, Restricted or Hazardous Goods

Certain products may be subject to special import, export, transport, storage, safety, licensing or other regulatory requirements.

38. International Product Compliance

Customers purchasing internationally are responsible for determining whether the product complies with applicable requirements in the destination country.

39. Sanctions and Export Controls

Synkron Shop may refuse, suspend or cancel a transaction where necessary to comply with applicable sanctions, export controls, import restrictions, customs requirements, anti-money- laundering requirements, trade restrictions or other legal requirements.

40. Fraudulent or Abusive Returns

Synkron Shop may investigate suspected fraudulent or abusive return activity, including serial-number substitution, returning products not purchased from Synkron Shop, deliberate damage, fraudulent warranty claims, false information, unauthorised modification and repeated abusive returns.

41. Intellectual Property and Anti-Counterfeiting

All trademarks, trade names, logos, packaging and product designs supplied with the Goods remain the property of the relevant manufacturer, supplier or other rights-holder.

Customers must not remove, alter or obscure serial numbers, manufacturer markings, authenticity labels or certification marks on the Goods.

42. Limitation of Liability

Nothing in this Policy excludes or limits Synkron Shop's liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

43. Indemnification

Each Business Customer agrees to indemnify and hold Synkron Shop harmless against reasonable, documented losses, damages, costs and expenses arising from specified Customer conduct, subject to applicable law.

44. Force Majeure

Neither party is liable for a failure or delay in performing obligations under this Policy, other than an obligation to pay money, to the extent caused by an event beyond that party's reasonable control.

45. Customer Data and Privacy

Synkron Shop may process customer information for purposes including account administration, order processing, payment, delivery, customs clearance, warranty, returns, refunds, customer support, fraud prevention and legal compliance.

Personal data is processed in accordance with applicable data protection and privacy laws, including the Data Protection Act, 2019 (Kenya).

46. Customer Complaints

A Customer who disagrees with a return, refund, replacement or warranty decision may request an internal review.

47. Dispute Resolution

Synkron Shop encourages Customers and the company to resolve disputes amicably through communication and internal escalation before initiating formal proceedings.

48. Governing Law

This Policy is interpreted in a manner consistent with the laws applicable to the particular transaction.

For transactions conducted through Synkron Shop and operated from Kenya, Kenyan law provides the principal legal framework for Synkron Shop's operations, subject to mandatory laws applicable to the Customer or transaction and other applicable requirements.

49. Notices

Unless this Policy specifies otherwise, a notice, request, Return Authorisation or other communication under this Policy must be given in Writing and sent to the applicable contact details held by Synkron Shop or the Customer.

50. Entire Agreement and Order of Precedence

This Policy, together with the applicable order confirmation, quotation, invoice, purchase order, contract or framework agreement, constitutes the entire agreement between the parties regarding returns, refunds, replacements and warranty for the relevant order.

51. Assignment

A Customer may not assign, transfer or subcontract any right or obligation under this Policy without Synkron Shop's prior written consent, except where otherwise permitted.

52. Limitation of Policy

Nothing in this Policy excludes mandatory consumer rights, statutory product-safety rights, liability that cannot lawfully be excluded, lawful customs and tax requirements or valid contractual obligations.

53. Customer Acknowledgement

By placing an order through Synkron Shop, the Customer acknowledges that:

1. The Customer has reviewed the relevant product information.
2. The Customer has provided accurate information concerning intended use.
3. Certain products may be special-order or customised.
4. Certain products may not be eligible for change-of-mind returns.
5. Technical products may require inspection before a warranty claim is determined.
6. International purchases may involve customs duties and taxes.
7. The Customer may be responsible for destination-country requirements.
8. The applicable warranty may be provided by the manufacturer or supplier.
9. International returns may require customs documentation.
10. Customs or tax refunds are subject to applicable government rules.
11. Specific contracts may contain additional return and warranty terms.
12. Mandatory rights under applicable law remain unaffected.

54. Policy Review and Amendment

Synkron Shop may periodically review and update this Policy to reflect changes in legislation, international trade requirements, customs procedures, taxation, manufacturer warranties, logistics arrangements, business operations, technology and customer service.

56. Approval

This Policy has been reviewed and approved for implementation by the management of Synkron International Ltd.

57. Document Control

Approved By: Chief Executive Officer, Synkron International Ltd