Returns, Refunds and Defects

Returns, Refunds and Defects

  • Upon receiving your order

All order leave our warehouses in perfect condition, so all deliveries should be carefully checked to ensure that the order is correct with no signs of VISABLE DAMAGE to the outer packaging and no shortages such as number of packages before accepting the delivery as no responsibility can be accepted afterwards for damage to item with visual damage to our packaging or non or short delivery if there is a discrepancy.

Any shortages or damage to physical outer packaging upon delivery NEEDS to be noted on the couriers docket as 'VISABLE DAMGE' before signing and taking ownership of the order. If unable to sign then the courier company will need to be informed right away by contacting them directly. Any non delivery of goods or internal damage upon delivery must be notified to Shoctec within 48 hours and confirmed in writing within 4 working days. Claims for shortages or non delivery must be supported by the carriers consignment or proof of delivery note on which the goods have been signed for as short or damaged as appropriate. 

  • Refunds or Replacements

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund or if a replacement will be sent. You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.

If you are approved for a refund, then your refund will be processed, either as a refund or a and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. If we cannot refund via the original payment then we will contact you to arrange an alternative such as issuing a cheque to the address on the order.

If a replacement is approved, then we will send you a replacement of the same product.

We are only able to exchange items for the same product.

Note that Serial / IMEI Numbers of items must match our records otherwise return/refund will be rejected

  • Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

  • Returns

You can return an item up to 28 days including submitting the application for a return. We will review your application and if accepted will request you to return the item(s) with the RMA form provided. 

To be eligible for a return, your item must be unused and in the same condition that you received it and fit for resale. It must also be in the original packaging, unused and undamaged. Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund.

You the customer have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, your refund/return maybe declined. This applies to all goods that are returned. The return shipping will be the responsibility of the customer for the return of the goods to shoctec, this includes any shipping feesWe would recommend that you return your items via registered post or courier. We may include a restocking fee of 2-4% for larger items, please contact us for confirmation before sending. 

Keep in mind that the original boxes of the products themselves must arrive intact, without stickers or damage. Therefore, it is essential to reinforce cardboard boxes and seal them well.

Our policy lasts 28 days. If 28 days have gone by since your purchase delivery, unfortunately we can’t offer you a refund or exchange on returns.

Once your return is received and inspected, we will send an email to the address that requested the return, to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 

If your return is rejected you have to option for the item(s) to be redelivered to original address on the order, customer will incur the charge for the delivery or have the items disposed by us or restocked at a set charge. The restocking fee may differ per item please contact us to discuss the restock fee.

You have a legal obligation to take reasonable care of the goods while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation. This applies to all goods that are returned.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:
Gift cards
Downloadable software products
Some health and personal care items

Items that have been altered for the customer

To complete your return, we require a receipt or proof of purchase. Please read the section 'What can i do in the case of an incident' below

The order must be then returned to us within 14 days after we have been informed of the cancellation

  • Sale items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

  • Exchanges 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and we will provide you with a delivery address closest to your location.

  • Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

  • Shipping

To return your product, you should contact us so we can provide you with a return address nearest to your location:

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We would suggest the send all returns via registered tracking. If you are shipping an item with a value over 75.00, you should consider using a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

What can I do in case of an incident?

Possible situations:

  • Incidents within 24/48 hours of delivery with signs of damaged package

All our products leave the warehouse with the packaging in perfect condition. If you the customer, detect any damage on delivery, it is INDISPENSABLE that you state it clearly on the dispatch note of the courier company indicating for instance ‘PACKAGE VISIBLY DAMAGED.’ 

If you inform us of an incident within 24 hours of delivery attaching the scanned dispatch note, we can use this document to claim on the shipper's insurance and replace the damaged product with a new one once the incident has been solved.

  • Incidents between 48 hours and 14 days of delivery

We at Shoctec will aim to provide the necessary support to resolve any issue relating to a defective product, packaging or any fault detected.

You the Customer are obliged to assist in resolution of the issue and this includes taking photos of the incident and sending the product for an on-site check in our facilities. Shoctec will then assess the product and deem if a new product or a refund will be sent.

We must verify that all products that are collected are truly defective. It is very common for customers to complain about products which do not really have any real problem. 

  • Wrong product shipped to the customer

We will accept the replacement of wrong products. Shoctec will pay for the shipping expenses as long as we are informed of the incident within 48 hours of delivery, except if Shoctec decides to refund the value of the product instead.

  • Guarantee - Technical support after 14 days of delivery

Nearly all products have a 2-year guarantee offered by the manufacturer from the date of delivery except in the case of perishable products or health and hygiene products. Defects caused by negligence, hits, misuse or tampering, wrong voltage or installation, or wear and tear, are not included. In the case of IT products, the guarantee does not cover virus removal, program restoration or disc re-installation. In the case of incidents where a claim on the guarantee is justified, the product will be repaired, replaced, returned, or have its price reduced, in compliance with the law.

  • Warranty covers manufacturing defects and in no case covers wear or misuse

The guarantee will be void:

- If any detail of the guarantee or the proof of purchase is modified, altered or replaced; and/or
- If the identification number or the guaranteed product is tampered with or repaired without prior authorisation by the Technical Service.

To make use of the guarantee, you should contact us via the Contact Area, indicating:

- Shoctec order number
- Product description
- Description of the product's problem
- Attached photos in the case of visible damage

Each case will be dealt with individually and you will be given the technical service address of each manufacturer for your country or the place where you the customer must send the product and accessories (with prepaid expenses). It is compulsory to include a copy of the sale's invoice in the package, the Technical Support form given by us and the description of the detected problem.

In which cases will Shoctec not refund 100% of the product's value?

- If the product has clear signs of misuse, unjustified damage or arrives in bad condition; 
- If the product is returned without the packaging, with a damaged packaging, or with transport labels that make the packaging unusable - 50% of the product's value will be discounted; and 
- If the product is returned with missing parts or accessories, or if the incident description is not real - the product will not be refunded.
Very important: No refund will be made for products returned to Shoctec that are not faulty or whose incident description is not real. They will be stored in our warehouse and you will receive a notice. You will have 7 days of receiving the notice to confirm if you want the products to be returned to your warehouse after paying for the shipping costs. If we do not receive any confirmation or payment within 7 days, the products will be destroyed in a recycling center and Shoctec will not accept any claim for the products under any circumstances.

  • What happens if you do not collect an order?

When an order is not collected by the consignee, it will be returned to our warehouse. Once we have received it, it will be processed by the Technical Support team and passed on to the Administration Department for the refund to be processed.

The order shipment and the return to the warehouse entail transportation expenses, which the company or person who placed the order must pay for. Consequently, you will receive a payment corresponding to the order return minus the two-way delivery expenses.

This process may take up to 4 weeks.