1. Overview
Site Optex wants customers to receive the correct computer parts, components and accessories in satisfactory condition. This Returns & Refunds Policy explains when a product may be returned, exchanged or considered for a refund.
This policy applies to products purchased directly from Site Optex and should be read together with our Terms & Conditions and Shipping & Delivery Policy.
2. When You May Request a Return
A return request may be considered where:
• The wrong product was supplied.
• The product arrived visibly damaged.
• The product is defective on arrival or has a fault covered by an applicable warranty.
• The product does not materially match the agreed product description or order.
Any return remains subject to verification and the applicable product, manufacturer or seller warranty terms.
3. Return Request Period
Customers should contact Site Optex as soon as reasonably possible after receiving an order if there is a problem.
For incorrect, damaged or defective products, prompt notification helps us investigate the issue with the customer and, where applicable, the logistics provider or manufacturer.
Any specific return period stated on an invoice, product listing, warranty document or order confirmation will apply to that product where applicable.
4. Products That May Not Be Eligible for Return
A return may be declined where a product has been:
• Installed, altered, modified or tampered with after delivery.
• Physically damaged through misuse, accident or improper handling.
• Damaged by liquid, electrical surge, incompatible equipment or improper installation.
• Used in a manner inconsistent with the manufacturer’s instructions.
• Returned without required accessories, packaging or documentation, where these are reasonably necessary to assess the claim.
• Damaged or rendered unsuitable for resale through circumstances attributable to the customer.
These exclusions do not apply to the extent that applicable law provides otherwise.
5. Computer Parts and Compatibility
Because computer components are often compatibility-sensitive, customers should verify the intended device, model, specifications and part number before purchase.
Site Optex may assist with product selection based on information supplied by the customer, but the customer remains responsible for confirming compatibility before installation.
A return based solely on incompatibility may not be accepted where the correct product was supplied according to the customer’s order or information provided.
6. Warranty Claims
Some products may carry a manufacturer’s or seller’s warranty. Where a fault occurs within the applicable warranty period, the product may be assessed under the relevant warranty terms.
Warranty coverage may exclude damage resulting from misuse, incorrect installation, physical damage, liquid damage, power-related damage, unauthorised modification, incompatible installation or other excluded causes.
Where applicable, Site Optex may facilitate communication with the manufacturer or supplier rather than providing an immediate refund.
7. How to Request a Return
To request a return, contact Site Optex using the contact details below and provide:
• Your name and contact details.
• Order number, invoice number or proof of purchase.
• Product name and relevant part/model number.
• Description of the problem.
• Photographs or videos where useful, particularly for visible damage or incorrect items.
Do not send a product back without first receiving return instructions from Site Optex.
8. Return Assessment
Once a return request is received, Site Optex may inspect or test the product to determine whether the reported issue is covered by this policy or an applicable warranty.
Where necessary, the product may be referred to a manufacturer, supplier or authorised technical assessment process.
The outcome of the assessment will determine whether the product qualifies for replacement, repair, exchange, credit or refund, as applicable.
9. Return Shipping Costs
Where Site Optex confirms that the wrong product was supplied or the product was delivered damaged or is otherwise eligible for a return due to an issue attributable to Site Optex, reasonable return arrangements may be provided or agreed.
Where a return is requested for reasons not attributable to Site Optex, the customer may be responsible for applicable return and delivery costs.
10. Refunds
Where a refund is approved, the refund method and timing will depend on the original payment method, payment provider and circumstances of the transaction.
Refunds may be processed after the returned product has been received and assessed where an assessment is required.
Approved refunds will generally relate to the eligible product amount. Delivery or return charges may be treated separately depending on the reason for the return and applicable terms.
11. Exchanges and Replacements
Where appropriate and subject to availability, Site Optex may offer a replacement or exchange instead of a refund.
If the exact replacement product is unavailable, Site Optex may discuss an alternative solution with the customer.
12. Non-Delivery or Missing Items
If an order is delivered with a missing item or an item appears to be incorrectly delivered, customers should contact Site Optex promptly with the order details.
We may investigate the matter with the relevant delivery provider before determining the appropriate resolution.
13. Proof of Purchase
A valid invoice, receipt, order confirmation or other reasonable evidence of purchase may be required before a return, exchange, warranty claim or refund is processed.
14. Contact Us
For returns, refunds or warranty-related enquiries, please contact:
Site Optex
19, Shogunwa Close,
Ikorodu, Lagos State, Nigeria
Phone: +234 808 899 7510
Email: [email protected]
Website: https://www.optexsite.com
15. Changes to This Policy
Site Optex may update this Returns & Refunds Policy from time to time to reflect changes in our products, suppliers, warranty arrangements, delivery processes or applicable requirements. The updated version will be published with a revised date.