Refund & Return Policy

Access Electronics – Refund & Return Policy

Access Technologies CC · Last updated: 25 August 2026

This policy applies to everything bought through our online store at accessnamibia.com. Placing an order means you accept it. Warranty cover, claim steps and turnaround times are set out in our Warranty Policy.

1. Check your parcel on arrival. We describe the exact condition of every used device on its product page, with photographs and battery health where applicable — please read that before ordering. Open and check your device within 48 hours of delivery and tell us immediately if it's the wrong item, arrived damaged, or doesn't match what was described. Photograph the packaging before you unwrap it if anything looks off in transit.

2. New and unused items. Full refund within 7 days of delivery if everything is in original condition with packaging, seals and accessories intact and unused. After 7 days, or if the seal is broken, 70% of the price is refundable — the rest covers restocking and the drop in resale value. A device that has been activated or registered to an account is no longer “unused”.

3. Used devices. If the device has a fault we can't repair or replace under warranty, you get a full refund. Change-of-mind returns on used devices: 30% of the price is refundable, reflecting the immediate drop in resale value once a used device has been sold and shipped. Otherwise, used devices aren't returnable once delivered.

4. Accessories. No returns, exchanges or warranty on accessories once delivered — cases, chargers, cables, screen protectors and audio products. Free or discounted items included with a device must come back with it, or their full retail value comes off your refund.

5. Exchanges. You may ask for an exchange instead of a refund, subject to stock availability and to the item passing inspection. The same eligibility rules apply.

6. How refunds work. Refunds start once the item reaches us and has been inspected — not from when you request one. Approved refunds are paid within 7 working days, by bank transfer to an account in the buyer's own name, or back to the original card if you paid by card. We don't refund in cash. We may decline a refund where there's tampering, physical or liquid damage, unauthorised repair, software modification, missing parts, or where the IMEI doesn't match the one we shipped.

7. Before you send anything back. Contact us first at customercare@accessnamibia.com with your order number and the reason for the return — don't ship anything yet. We'll send you a return reference; parcels that arrive without one can't be matched to an order and will be held until we can identify them. Remove all activation locks (Find My iPhone, iCloud Activation Lock, Google FRP, Samsung Reactivation Lock) and your passcode or screen lock — we can't accept, assess or process a locked device. Back up your data: we don't back up customer devices, and devices are often reset or reflashed during inspection. Pack the original box and any accessories that came with it. Return shipping to us is at your cost and risk unless the item is faulty, incorrect or not as described — please use a tracked service.

8. Delivery. We ship with established couriers. Once your parcel is handed to the courier, responsibility for loss, delay or damage in transit sits with them — which is why we ask you to check the parcel on arrival and report problems within 48 hours so we can help you claim. Delivery estimates are estimates. Please make sure your delivery address is complete and correct; costs arising from a wrong address or a failed delivery are for your account.

9. Your data. Back up everything before you send a device in. We don't back up customer data and can't be responsible for data, photos, messages or accounts lost during inspection, diagnosis or repair. Devices may be reset or wiped as part of standard testing, and may be sent to suppliers outside Namibia.

10. The fine print. Goods remain ours until we've received full payment in cleared funds. Our total liability is limited to what you actually paid for the item; we're not liable for indirect losses such as lost income, lost business, lost data, lost time, or the cost of a replacement device. We may refuse or reverse any transaction we reasonably believe is fraudulent, and we report suspected stolen devices. Only what's written here, or confirmed in writing by a director, forms part of your agreement with us — no staff member can vary this policy. We may refuse any return or refund that doesn't comply with it. This policy is governed by the laws of the Republic of Namibia.

Contact: customercare@accessnamibia.com · Windhoek (Gatheman Building, Independence Avenue) 081 495 2277 · Walvis Bay 081 670 5032 · Ongwediva (Oshana Mall, Shop 122) 081 860 1188.

Questions before you buy? Message us — we'd rather answer beforehand than process a return afterwards.