Refund & Returns Policy

This Refund and Returns Policy is designed in accordance with the Zambian Consumer Protection Act and all relevant international laws and standards. At Keystone Technologies Limited, we strive to ensure your satisfaction and confidence in every purchase and project engagement.

1. Eligibility for Returns

• Products and equipment may be returned within 14 days of delivery if they are defective, damaged, or not as described.
• Services may be eligible for refund or rectification if not delivered as agreed in the service contract or scope of work.
• Change of mind returns are accepted within 7 days of receipt, provided the item remains unused and in its original packaging.
• Custom-made or special order products are only eligible for return/refund if found to be faulty or not in accordance with the agreed specifications.

2. Conditions for Returns

• Items must be returned in their original condition, unused, and with all packaging, accessories, and documentation.
• Proof of purchase (invoice, receipt, or contract) is required for all returns and refunds.
• Returns must be initiated via our official channels: email, phone, or the website contact form.
• No returns will be accepted for products that have been altered, installed, or damaged after delivery, unless covered by warranty.

3. Refund Process

1. Contact our support team within the eligible period and provide proof of purchase and reason for return.
2. Our team will review your request, and may request photos or further information.
3. Once approved, you will receive instructions on how to return the product or arrange inspection for services.
4. Refunds are processed within 14 business days of receipt and inspection of returned goods/services.
5. Refunds are issued via the original payment method unless otherwise agreed.
6. Shipping or installation fees are non-refundable unless the return is due to our error or a product fault.

4. Exclusions

• Products marked as “Final Sale” or “Non-Returnable” are not eligible for return or refund.
• Consumables, software licenses, and downloadable products cannot be returned once activated or delivered.
• Services that have been fully performed and accepted by the client are non-refundable, except as required by law.

5. Warranty Claims

• Warranty claims follow the terms outlined in the relevant product or service warranty documentation.
• Claims must be made within the warranty period and with all required documents.

6. Consumer Protection & International Compliance

• This policy complies with the Consumer Protection Act of Zambia and all relevant international norms, including the UN Guidelines for Consumer Protection.
• Clients outside Zambia are covered by this policy, subject to local laws and cross-border regulations.
• We are committed to fair dealings, transparency, and prompt resolution of all refund and returns issues.

7. How to Contact Us

• Email: info@keystonetechltd.com
• Phone: +260 953 070 258
• Online: Contact Form