Refund and Returns Policy

Effective date: August 29, 2025
Contact: Sangken Technologies Pvt. Ltd., Mahalaxmisthan, Lalitpur, Nepal · Ph. +977 981-0430618 · sangken.technologies@gmail.com

Thank you for choosing Sangken Technologies. This Return & Refund Policy explains when we accept returns, how we handle defective products, refunds for purchases and services, and the steps you must follow to request a return or refund. Please read carefully — it applies to purchases made through our website, our shop, and direct sales.

1. Scope

This policy covers:

  • Physical products sold through our Shop (fusion splicers, OTDRs, cleavers, meters, consumables, accessories).
  • Service bookings (on-site repairs, workshop repairs, AMC, training).
  • Warranty-related repairs and replacements.

It does not apply to third-party services sold separately by other vendors; those are subject to the vendor’s terms.

2. Key principles

  • We aim to be fair and transparent: defective or incorrectly shipped products will be repaired, replaced or refunded as appropriate.
  • Consumables and single-use items (electrode kits, heat-shrink sleeves opened consumables, cut patch cords) are generally non-returnable unless defective.
  • Custom, special-order or imported items may be non-returnable; this will be stated at the time of sale.
  • Proof of purchase (invoice, order number) is required for all returns, exchanges and refunds.

3. Returns & exchanges — general retail items

A. Return window

  • Unused, unopened products: You may request a return or exchange within 7 calendar days from the date of delivery/receipt.
  • Defective on arrival (DOA): Report within 3 calendar days of receipt for fastest resolution (repair, replacement or refund).
  • Opened/used equipment: For functional electronic equipment (fusion splicers, OTDRs, testers) we will generally not accept returns simply because the item was opened and used — such items are covered by the manufacturer’s warranty and our warranty/repair process (see Section 5).

B. Eligibility

To be eligible for a return/exchange:

  • Item must be in original condition, with original packaging and accessories (unless defective).
  • You must provide the original invoice/order number.
  • Returns that fail inspection due to customer damage, misuse, or missing parts will be rejected or refunded partially.

C. Non-returnable items

  • Consumables once opened (electrodes, sleeves, pre-cut patch cords, tapes), unless defective.
  • Special-order, customized, or imported items marked non-returnable at sale.
  • Services already performed (completed on-site repair, completed training session).

4. Defective items & DOA

If an item is defective or damaged on arrival:

  1. Contact us immediately at sangken.technologies@gmail.com or +977 981-0430618 and provide: invoice/order number, delivery date, description of defect, and photos/videos showing the defect or damage.
  2. We will issue an RMA (Return Merchandise Authorization) or service ticket and advise whether to return the item or arrange pickup/inspection.
  3. After inspection, if the item is confirmed defective due to manufacturing or transit damage, we will (at our option):
    • Repair the item free of charge, or
    • Replace the item with the same model, or
    • Refund the full purchase price (including any shipping charges paid to Sangken).
  4. If we determine the item is not defective or is damaged through customer misuse, we will notify you and provide repair options (chargeable) or return the item at your cost.

Report DOA issues within 3 calendar days for fastest resolution. For issues reported later, warranty/repair routes will apply.

5. Warranty repairs / Manufacturer warranty

  • Many electronic products we sell include manufacturer warranty. Warranty coverage, length and procedure vary by product and brand. We will assist with warranty claims and warranty repairs per manufacturer terms.
  • For items under warranty, we will repair or replace defective parts during the warranty period. If repair is not possible, we will replace the item or issue a refund according to manufacturer policy.
  • Warranty does not cover damage from improper use, physical damage, unauthorized repairs, or consumable wear.

6. Service bookings, on-site repairs & AMC (Annual Maintenance Contracts)

A. Service (repair/diagnosis) bookings

  • If you cancel a service appointment before a technician is dispatched, you may cancel free of charge.
  • If a technician has already been dispatched, cancellation may incur a call-out / travel fee to cover time and travel. We will inform you of applicable fees at booking.
  • If the work has already been performed, the service fee is non-refundable. If service was performed but did not resolve the issue due to our error, we will re-work at no extra charge or offer a pro-rata refund at our discretion.

B. AMCs & prepaid service packages

  • Prepaid AMCs are refundable on a pro-rata basis for unused future months, less a processing/admin fee (10%).
  • Refunds for AMCs will only be processed after deduction of any outstanding service fees and parts used.
  • Short-term promotional AMCs may have different refund rules; these will be disclosed at sale.

7. Refund methods & timelines

  • Refunds are made using the original payment method wherever possible (card, bank transfer, or cash refund if originally paid in cash).
  • Once a refund is approved, we will process it within 7 business days. The time until you see the funds depends on the payment provider — it may take additional 3–10 business days for banks or card issuers to complete the credit.
  • If the original payment method is no longer available, we will offer an alternative (bank transfer) with the customer’s consent.

8. Shipping costs for returns

  • If the return is due to our error (wrong item shipped or DOA), Sangken will cover reasonable return shipping costs. We will provide a prepaid return label or arrange pickup.
  • For buyer-initiated returns (change of mind, ordered wrong item), the customer is responsible for return shipping and any customs or duties, and an inbound shipping fee may be deducted from the refund.
  • Items returned without prior authorization (no RMA) may be refused or incur additional handling fees.

9. Restocking & inspection

  • All returns are subject to inspection. If a returned item does not meet return conditions (damaged, missing parts, used beyond reasonable inspection), we may refuse the return or apply a restocking/repair fee.
  • Restocking fees (if any) will be clearly stated before the return is accepted.

10. Exchanges

  • If you request an exchange (same product, different model or color), we will process this as a return followed by a new order. Any price difference will be charged or refunded accordingly. Shipping costs for exchanges follow the shipping rules above.

11. Disputes & escalation

If you are not satisfied with our resolution, contact us at sangken.technologies@gmail.com describing the issue and attaching relevant documents (invoice, photos). We will investigate and respond within a reasonable timeframe. If unresolved, disputes will be governed by the laws of Nepal and may be escalated to the appropriate consumer protection authority.

12. How to request a return / refund (step-by-step)

  1. Email sangken.technologies@gmail.com or call +977 981-0430618 within the applicable time window (see Sections 3–5). Include: order/invoice number, product name/model, date of purchase, and photos/videos if relevant.
  2. We will reply with an RMA number or service ticket and instructions for return/inspection. Do not return items without RMA.
  3. Pack the item securely in original packaging (if available). Include a copy of the invoice and RMA number.
  4. Ship the item using a trackable carrier (unless we arranged pickup). Keep shipment tracking details.
  5. After inspection, we will notify you of the outcome and process any approved refund or replacement.

13. VAT, taxes and invoices

Refunds will include the product price and any VAT/ taxes originally charged, adjusted as required by Nepali tax rules and accounting records. We will issue corrected invoices or credit notes where required for accounting and tax compliance.

14. Changes to this policy

We may update this policy occasionally. The latest version will always be posted on our website with an updated effective date.

15. Contact

For returns, refunds, warranty claims and service cancellations:

Sangken Technologies Pvt. Ltd.
Mahalaxmisthan, Lalitpur, Nepal
Ph. +977 981-0430618 · sangken.technologies@gmail.com