Refund and Returns Policy
Overview
Our general refund and returns policy lasts 7 days from the date of purchase. If 7 days have passed since your purchase, we unfortunately cannot offer you a full refund or exchange.
To be eligible for a return, your item must be unused, in the same condition that you received it, and must be in its original packaging.
Several types of items are completely exempt from being returned or refunded:
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Digital Software / Digital Codes (Once distributed)
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Gift cards
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Downloadable software items
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
Specific Product Policies
1. Physical Items and Laptops
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New Hardware: Items must be returned unused, undamaged, and in original packaging.
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Used & Certified Refurbished Laptops: We accept returns for repair specifically if the laptop is still within its designated warranty period.
2. Physical Software Products
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We can issue a refund or replacement for Physical Software discs only if the disc is returned to us in cases where the accompanying product key does not function.
3. Digital Software / Digital Codes
Please note the strict terms regarding digital code delivery:
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Digital Code Delivery: We strive to deliver digital codes as quickly as possible, often within 10 minutes. However, during busy periods or security checks, delivery can take up to 3 hours after payment confirmation. Our digital operations run during our working hours: 10:00 AM to 8:00 PM.
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Code Sharing: Sharing your purchased code with others is strictly advised against as it can lead to unauthorized activation. We cannot be held responsible for codes that have been activated due to being shared.
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No Refunds on Digital Stock: Due to the nature of digital items, we do not offer refunds once codes are distributed. By completing your purchase, you agree that a refund is not possible, as all distributed codes are checked, 100% correct, and sourced directly from our verified distributors.
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In-Store Assurance: For absolute assurance, we highly recommend our customers visit our physical store location to purchase keys or codes. This allows you to redeem and verify them on your machine before leaving our counter.
Refunds & Processing
Once your physical item is returned and inspected, we will notify you via WhatsApp or phone regarding the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment (Mobile Money, Cash, Card, or Bank Transfer) within a few business processing days.
Late or Missing Refunds
If you haven’t received an approved refund yet:
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First, double-check your bank account or mobile money statement again.
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Contact your bank or payment provider; there is often some processing time before a refund is officially posted to your bank.
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If you have completed these steps and still have not received your refund, please reach out to us immediately via phone.
Sale Items
Only regular-priced items may be refunded or exchanged. Items explicitly marked as on clearance or special sale items are non-refundable.
Shipping Returns
To return a physical product, you should bring or safely courier the item directly to our retail showroom:
Epic Computers Citymall Building, Ground Floor or Second Floor, Morogoro Road / Bibi Titi Road, Dar es Salaam, Tanzania.
You will be responsible for paying 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 total refund amount.
If you are shipping high-value computer hardware, we strongly recommend using a reputable, trackable service as we cannot guarantee that we will receive your returned courier package safely.
Need Help?
For any questions related to warranties, refunds, or technical returns, contact us:
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Email: sales@epiccomputers.co.tz
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Phone / WhatsApp: +255 745 200 666
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Showroom Hours: Monday to Sunday (09:30AM – 7:50 PM)