Refund & Return Policy

Effective Date: 10 March 2025
Last Updated: 10 March 2025

SchemeCloud is committed to providing reliable smart water technology products and services. This Refund & Return Policy outlines the conditions under which products purchased from SchemeCloud may be returned, replaced, or refunded.

1. Eligibility for Returns

Customers may request a return under the following conditions:

  • The product was delivered damaged or defective.
  • The product received does not match the order specification.
  • The product has a manufacturer defect.
  • The return request is made within 7 days of delivery.

All return requests must be approved by SchemeCloud before the product is shipped back.

2. Non-Returnable Items

The following items are not eligible for return or refund:

  • Installed smart meters or sensors that have already been deployed.
  • Software licenses or digital services.
  • Custom-configured or special-order equipment.
  • Products damaged due to misuse or improper installation.
  • Items returned without original packaging.

3. Return Process

To initiate a return:

  1. Contact SchemeCloud support.
  2. Provide:
    • Order number
    • Product details
    • Description of the issue
    • Photos of the product if damaged
  3. Wait for return authorization.

Returns sent without authorization may not be accepted.

4. Product Inspection

All returned products will be inspected by SchemeCloud technical staff.

If the product is confirmed to be:

Defective or incorrect

  • Replacement will be provided or refund issued.

Damaged due to misuse

  • The return may be rejected.

5. Refund Processing

If a refund is approved:

  • Refunds will be processed using the original payment method.
  • Processing time may take 5–14 business days depending on the payment provider.

Refund methods may include:

  • M-PESA reversal
  • Airtel Money
  • Bank transfer
  • Card refund (Visa / Mastercard)

6. Product Replacement

In many cases, SchemeCloud may offer product replacement instead of a refund, especially for:

  • Hardware defects
  • Shipping damage
  • Incorrect order fulfillment

Replacement products will be shipped once the original item is received and verified.

7. Shipping Costs

Shipping responsibility depends on the reason for return.

SchemeCloud covers shipping if:

  • Product is defective
  • Wrong product delivered
  • Damage occurred during shipping

Customer covers shipping if:

  • Product ordered incorrectly
  • Return requested for non-defective item

8. Installation Services

Refunds for installation services are only available if:

  • The service was not delivered
  • The service failed due to SchemeCloud operational issues

Completed installation services are non-refundable.

9. Warranty Claims

Some products may include manufacturer warranties.

Customers experiencing issues after the return period should submit a warranty claim through SchemeCloud support.

Warranty coverage varies depending on the product.

10. Fraud Prevention

SchemeCloud reserves the right to deny refund or return requests if fraudulent activity or abuse of the policy is suspected.

11. Contact Information

For return or refund requests, please contact:

SchemeCloud – Rural Water Management Solutions

📍 Jadala Place, Kilimani
Nairobi, Kenya

📞 Phone: +254 714 005 651

✉ Email: info@schemecloud.co.ke