Refunds and Returns Policy
Effective Date: 01/12/2024
At TruthEagle Solutions, we are committed to providing quality products and services to our customers. Please review our refunds and returns policy carefully before making any purchases.
1. Products Refund and Returns
1.1 Eligibility for Refunds and Returns
Refunds or returns are only applicable under the following circumstances:
The product received is defective, damaged, or faulty.
The product received is significantly different from the description provided on our website.
The wrong product was delivered.
1.2 Conditions for Returns
To be eligible for a return:
The product must be in its original packaging, unused, and in the same condition you received it.
You must provide the receipt or proof of purchase.
You must report the issue within 7 days of receiving the product.
1.3 Non-Returnable Items
The following items are not eligible for returns or refunds:
Products that have been tampered with, used, or damaged due to improper handling after delivery.
Custom-designed products or services, including web design and graphic design work, unless they are defective.
Clearance or promotional items.
2. Refunds
2.1 Refund Process
If your return is approved, we will process your refund as follows:
Refunds will be issued to the original payment method (e.g., M-Pesa, credit card).
The refund will be processed within 7-10 business days after we receive and inspect the returned item.
2.2 Partial Refunds
Partial refunds may be granted in the following cases:
If the product shows signs of use but still has a manufacturing defect.
If only part of the order is returned.
2.3 Shipping and Handling Fees
Shipping fees are non-refundable unless the return is due to an error on our part (e.g., incorrect or defective product).
The customer is responsible for covering the return shipping costs unless otherwise agreed upon.
3. Service Refunds
3.1 Digital Services
Payments for digital services (e.g., web design, graphic design, consultations) are non-refundable once the service has commenced. However, exceptions may apply if:
The service is incomplete due to an error on our part.
The delivered work is significantly different from the agreed-upon specifications.
3.2 Cyber Café and Online Services
Refunds for online services (e.g., NTSA, KRA, HELB applications) will only be issued if the service cannot be completed due to an error on our part.
Refunds are not applicable for delays caused by third-party systems or user-provided errors (e.g., incorrect information).
4. Return and Refund Procedure
To initiate a return or refund:
Contact us via email at trutheaglesolutions@gmail.com or call us at 0713181110 to report the issue.
Provide your order details, proof of purchase, and a clear explanation of the issue (with photos if applicable).
Ship the product back to us at the address provided during your inquiry.
Once we receive the product, we will:
Inspect it to verify the issue.
Notify you of the approval or rejection of your return or refund request.
5. Exchanges
We allow exchanges for defective or damaged items, subject to availability.
To request an exchange, follow the return procedure outlined above.
6. Contact Us
If you have any questions about this policy or need assistance with a return or refund, please contact us:
Email: trutheaglesolutions@gmail.com
Phone: 0713181110
Website: https://trutheagle.co.ke