Returns and refunds

When you can return an item

• Faulty, damaged or not as described: tell us within 7 days of delivery or pickup and we'll repair it, replace it or refund you in full, including delivery.
• Wrong item: tell us within 7 days and we'll collect it and send the right one, or refund you in full.
• Changed your mind: unused items in their original sealed packaging can be returned within 7 days. The refund is the item price; return delivery is at your cost.

What can't be returned

• Items that have been used, installed or damaged after delivery, unless they were faulty.
• Opened software, SIM cards, airtime, gift cards and hygiene products such as earphones once unsealed.
• Items with missing parts, accessories or serial numbers that don't match our records.

How to return

1. Open the order in the app and choose “Report a problem”, or email hello@sotechy.shop with your order number, what's wrong and photos.
2. We'll reply within 2 working days, usually sooner, with how to send it back or arrange collection.
3. Bring or send the item with everything that came in the box. We check it within 3 working days of receiving it.

Refunds

• Approved refunds go back to the way you paid (bank account or card) within 5–10 working days. Cash and POS payments in store are refunded by bank transfer.
• If you paid partly with store tokens, those tokens are returned to your wallet.
• Tokens you earned on a refunded order are taken back.
• If you cancel a paid order before it's shipped or ready for pickup, you get a full refund.

Orders from other stores

The same rules apply to items sold by other stores on Sotechy. Report the problem through the app; Sotechy holds the store's final payment until delivery is confirmed and steps in if a store doesn't resolve a valid complaint.