Back to Shop

Return & Refund Policy

Our Return Promise

We want you to be completely satisfied with your purchase. If you're not happy with your device for any reason, you can return it within our specified return window for a refund or exchange.

Return Window

You have 7 days from the date of delivery to return your device for any reason. The return period starts when you receive the device, not when you place the order.

For warranty-related issues discovered after the 7-day return window, please refer to our Warranty Information page.

Eligibility Criteria

To be eligible for a return, the device must meet the following conditions:

  • ✓Returned within 7 days of delivery
  • ✓In the same condition as received
  • ✓No additional physical damage
  • ✓All original accessories included (if provided)
  • ✓Original packaging (if provided)
  • ✓Proof of purchase (receipt or order confirmation)

Non-Returnable Conditions

We cannot accept returns in the following situations:

  • ✗Device has new physical damage not present at purchase
  • ✗Device has been modified or repaired by unauthorized parties
  • ✗Return request made after 7 days
  • ✗Missing accessories that were included with original purchase
  • ✗No proof of purchase

How to Initiate a Return

  1. Contact our customer support within 7 days of receiving your device
  2. Email: support@esnmicrocredit.com or Phone: +255 123 456 789
  3. Provide your order number and reason for return
  4. Our team will provide return instructions and a return authorization number
  5. Carefully package the device with all accessories and documentation
  6. Ship the device to our return address (we'll provide shipping label if applicable)
  7. We'll inspect the returned device within 2-3 business days
  8. Once approved, your refund will be processed

Refund Process

Processing Time

Once we receive and inspect your returned device, we'll process your refund within 3-5 business days. You'll receive an email confirmation when the refund is processed.

Refund Method

Refunds will be issued using the same payment method used for the original purchase:

  • Mobile money: Refund sent to the same mobile money number
  • Bank transfer: Refund sent to your bank account (provide details)
  • Cash on delivery: Refund via mobile money or bank transfer

Refund Amount

You'll receive a full refund of the purchase price. Please note:

  • Original shipping costs are non-refundable (unless device was defective)
  • Return shipping costs are the customer's responsibility (unless device was defective)
  • Transaction fees may not be refundable depending on payment method

Exchanges

If you'd like to exchange your device for a different model:

  1. Follow the return process above
  2. Indicate that you want an exchange
  3. Once we receive and approve the return, you can place a new order
  4. If the new device costs more, you'll pay the difference
  5. If the new device costs less, we'll refund the difference

Defective Devices

If you receive a defective device or one that doesn't match the description:

  • •Contact us immediately - don't wait for the 7-day period to expire
  • •We'll cover return shipping costs
  • •We'll provide a full refund including original shipping costs
  • •Or we can send a replacement device at no additional cost

Important Notes

  • • Always back up your data before returning a device
  • • Remove your SIM card and memory card
  • • Factory reset the device before returning
  • • Keep your tracking number until the return is processed
  • • Take photos of the device before shipping as proof of condition
  • • Package the device securely to prevent damage during return shipping

Contact Us

For return inquiries or assistance, contact us:

Email: support@esnmicrocredit.com

Phone: +255 123 456 789

Hours: Monday - Friday, 9:00 AM - 6:00 PM EAT

Note: This return policy applies to purchases made through ESN Devices. We reserve the right to refuse returns that don't meet our eligibility criteria. This policy may be updated from time to time; please check for the latest version.