Refund Policy

1. Scope and mandatory rights

This policy applies to goods and services ordered from Aivexstore, including qualifying electronic transactions. It should be read with our Terms and Conditions.

2. Statutory seven-day cancellation right

Under Tanzania's Electronic Transactions Act, 2015, an online consumer may cancel an eligible agreement within seven days, or a longer period stated in the agreement:

• for goods, after receiving the goods; or
• for services, after concluding the agreement, where the consumer has not received a material benefit from the transaction.

To exercise this right, send a clear cancellation notice within the applicable period and provide enough information for us to identify the order. Unless the law or Aivexstore says otherwise, the customer bears the direct cost of returning goods for a change-of-mind cancellation.

Where a customer paid before making a valid statutory cancellation, the statutory refund will be made within 30 days after the date of cancellation.

3. Exceptions to the statutory cancellation right

The statutory cancellation right described above does not apply where a legal exception applies. Under the Electronic Transactions Act, exceptions include electronic transactions involving:

• financial services;
• auction transactions;
• food, beverages, or other goods intended for daily consumption;
• services that began with the consumer's consent before the cancellation period expired;
• goods or services whose price depends on financial-market fluctuations outside the supplier's control;
• goods made to the consumer's specifications or clearly personalised;
• goods which, by their nature, cannot be returned or are liable to deteriorate or expire rapidly;
• audio or video recordings or computer software that the consumer has downloaded or unsealed;
• newspapers, periodicals, magazines, and books;
• gaming, lottery, or online gambling services;
• accommodation, transport, or catering services; and
• another transaction prescribed by lawful notice.

An exception to change-of-mind cancellation does not automatically remove a separate remedy for an item that is wrong, damaged, defective, unsafe, or materially misdescribed.

4. Unavailable goods or services

If ordered goods or services are unavailable and we cannot perform the agreement, we will notify the customer and refund any payment as required by law. For a qualifying electronic transaction, the Electronic Transactions Act requires the supplier to notify the consumer within 30 days and refund any payment made.

We may offer an alternative, but the customer does not have to accept a materially different substitute.

5. Wrong, damaged, defective, unsafe, or misdescribed orders

If Aivexstore supplies the wrong item, or an item arrives damaged, is defective or unsafe, or materially differs from its description, contact us promptly after discovery. Please stop using an item if continued use could cause harm or further damage.

After a fair assessment, we will provide the remedy required by law and appropriate to the circumstances. This may include repair, replacement, resupply, price adjustment, or refund. These practical remedies are separate from the seven-day change-of-mind cancellation process.

Where Aivexstore made the fulfilment error or the item is defective, Aivexstore will cover reasonable, agreed return costs. We may arrange collection, provide instructions, or reimburse a reasonable documented return expense.

6. How to request cancellation, return, or remedy

1. Email info@aivexstore.com as soon as reasonably possible.
2. Include your name, order reference, contact details, item or service, and the remedy requested.
3. Explain the reason and, for damage, defects, incorrect supply, or misdescription, provide clear photos, video, packaging information, or other reasonable evidence where available.
4. Keep the goods, included accessories, and packaging reasonably safe while we assess the request.
5. Follow the return or inspection instructions we provide. Do not send an item to an unconfirmed location.

We may ask reasonable questions or inspect an item to establish what happened. Assessment will be fair and will not be used to obstruct a mandatory right. Evidence requirements will be proportionate to the issue and circumstances.

7. Returning goods

For an eligible change-of-mind return, keep the item in reasonably returnable condition and avoid use beyond what is reasonably necessary to inspect it. You may be responsible for diminished value caused by unnecessary handling where the law allows.

Return-cost responsibility depends on the reason:

• Change of mind: the customer generally bears the direct return cost, such as transport or postage but not a handling fee, unless Aivexstore agrees otherwise or applicable law requires otherwise.
• Aivexstore error or defect: Aivexstore covers reasonable return cost as described above.

Items containing personal information should be backed up where appropriate and personal accounts or data removed before return, without erasing evidence necessary to assess the fault.

8. Refund destination and timing

A refund is normally sent to the original payment method where practical and lawful. If that is not possible, we will agree or communicate a suitable verified method. We will not ask you to disclose a PIN, password, or one-time code to receive a refund.

We will initiate an approved refund within the period required by law. A refund following a valid statutory cancellation is due within 30 days after cancellation. After we release funds, a bank, mobile-money operator, card network, or other payment provider may need additional time to post them; those external posting delays are outside Aivexstore's control, but we will provide reasonable confirmation or assistance.

Delivery or other charges will be refunded where applicable law requires or where the charge resulted from Aivexstore's error. Any lawful deduction or non-refundable amount will be explained.