1. Scope
This policy applies to all devices and accessories sold by Aidoo Tech Solutions, whether purchased outright or under a hire purchase agreement, and whether bought in-store, through an agent, or arranged online. It sits alongside our Terms of Service.
Nothing in this policy removes or limits your statutory rights under the consumer protection laws of Ghana.
2. Faulty devices
2.1 Reporting a fault
If a device develops a fault, stop using it and contact us as soon as you notice the problem. Bring or send us:
- the device itself;
- your receipt or agreement reference;
- the original box and accessories, where you still have them; and
- a short description of the fault and when it started.
2.2 What happens next
We will inspect the device. Where the fault is covered by warranty and is confirmed by inspection, we will, at our discretion and in this order of preference:
- repair the device;
- replace it with the same model, or an equivalent of no lesser value; or
- refund you.
We will tell you how long the inspection will take when you hand the device over. Where a device must be sent to a manufacturer or supplier, we will tell you that and keep you informed of progress.
2.3 What is not covered
- physical damage, including cracked screens and bent frames;
- liquid damage;
- damage caused by misuse, or by unauthorised repair or modification;
- normal battery wear over time;
- software issues caused by applications you installed, or by unlocking or rooting the device;
- loss or theft of the device.
3. Change of mind
We will accept the return of an unopened, unused device or accessory in its original sealed packaging, on presentation of the receipt, within the return period confirmed to you at the time of purchase. Ask at the counter and we will tell you exactly how long you have.
Once a device has been activated, registered to an account, or used, we cannot accept a change-of-mind return, because we can no longer sell it as new. This does not affect your rights where the device is faulty.
For hygiene reasons, earphones, earbuds and screen protectors cannot be returned once opened unless they are faulty.
4. Cancelling an order
4.1 Before handover or delivery
You may cancel an order at any time before the device has been handed over or dispatched. Any amount you have paid, including a deposit, is refunded in full.
4.2 After handover or delivery
Once you have received the device, cancellation is treated as a return and section 3 or section 2 applies, depending on whether the device is faulty.
5. Cancelling a hire purchase agreement
5.1 Cooling-off
If you cancel a hire purchase agreement shortly after signing it and return the device unused, in its original condition and packaging, we will cancel the agreement and refund your deposit in full. The cooling-off period that applies to your agreement is stated in the agreement itself.
5.2 Cancelling later in the term
If you decide you can no longer continue with an agreement after the device has been used, contact us. We will agree one of the following with you in writing:
- Reschedule. Where the difficulty is temporary, we can usually revise your payment dates or instalment amounts.
- Early settlement. You may pay the outstanding balance in full at any time, with no early settlement penalty, and take ownership immediately.
- Voluntary return. You may return the device to us. We will assess its condition and market value, credit that value against what you owe, and tell you in writing whether a balance remains payable to us, or an amount is refundable to you.
Instalments already paid cover your use of the device during the period they relate to and are not automatically refundable on a voluntary return. Any refund due is calculated and explained to you in writing before it is processed.
6. How refunds are paid
Refunds are made using the same method you used to pay, wherever possible:
- Card payments are refunded to the card used, through Paystack. How quickly the amount appears depends on your bank.
- Mobile Money is refunded to the number the payment came from.
- Bank transfers are refunded to the originating account.
- Cash payments are refunded in-store, or by Mobile Money or bank transfer where you prefer.
Refunds are made only to the person named on the receipt or agreement, and only on presentation of identification. We do not refund to a third party.
All refunds are made in Ghana Cedis (GHS). We do not deduct an administrative fee from a refund due for a faulty device.
7. How to make a claim
- Contact us at [email protected] or +233 53 978 8785, or visit the Kwabenya or Circle showroom.
- Quote your receipt number or agreement reference and describe the problem.
- Bring or send the device with its accessories, where the claim concerns a fault.
- We will acknowledge your claim and tell you what happens next and how long it will take.
We will tell you how long your claim should take when you make it, and keep you updated if it runs longer. If you are not satisfied with the outcome, ask for the matter to be escalated to management. See our customer feedback page for the full complaints procedure.
8. Contact
Aidoo Tech Solutions
,
Kwabenya & Circle, Accra, Ghana
Telephone: +233 53 978 8785
Email: [email protected]