Refund policy

RETURN & EXCHANGE POLICY Mateen Distribution Network

1. Pre-Purchase Inspection

We strongly encourage all customers to thoroughly inspect products before making a purchase. Our staff are available to assist with demonstrations and answer any questions.

  • All products must be inspected and tested by the customer prior to purchase.
  • Our team will assist you in verifying the functionality and condition of any item before the sale is finalised.
  • By completing a purchase, the customer confirms that the product was received in satisfactory condition.

Important: Once a product has been purchased and the customer has confirmed its condition, it is considered accepted. We strongly advise against skipping the inspection step.

2. Manufacturer Warranty

Where applicable, products are covered by the manufacturer's warranty. The warranty is provided directly by the manufacturer and is subject to their specific terms and conditions.

  • Warranty coverage, duration, and claim procedures vary by manufacturer and product.
  • Customers are advised to read and retain all warranty documentation included with their purchase.
  • Warranty claims are subject to review and approval by the manufacturer.
  • We will assist customers in facilitating warranty claims where possible, but final decisions rest with the manufacturer.

Note: Manufacturer warranty does not cover user-induced damage or misuse. Please refer to Section 4 for details on non-eligible items.

3. Exchange Policy

Exchanges may be considered under the following conditions:

  • The product has a verified manufacturing defect that was not identified at the time of purchase.
  • The item is returned in its original packaging, with all accessories, manuals, and documentation intact.
  • The exchange request is made within 14 days of the purchase date.
  • The product has not been altered, modified, or repaired by an unauthorised party.

All exchange requests are subject to assessment by our team. We reserve the right to decline exchanges that do not meet the conditions outlined above.

4. Non-Eligible Returns & Exchanges

We will not accept returns or exchanges for products that fall under any of the following categories:

  • Products damaged due to misuse, negligence, or improper handling by the user.
  • Products that show signs of physical damage, including cracks, liquid damage, or burnt components.
  • Products that have been tampered with or repaired by an unauthorised service provider.
  • Products with missing components, accessories, or original packaging.
  • Products where damage has resulted from use outside the manufacturer's recommended guidelines.
  • Products for which the customer declined a pre-purchase inspection.

We reserve the right to assess and determine whether damage is the result of a manufacturing defect or user-induced causes. Our assessment will be final.

5. How to Request an Exchange

  • Visit our store with the product, original receipt, and all original packaging.
  • Our team will inspect the product to determine eligibility under this policy.
  • If eligible, an exchange will be arranged at the earliest available opportunity.
  • If the product is under manufacturer warranty, we will assist in submitting the relevant claim.

6. Contact Us

Mateen Distribution Network Phone: 0772 628 336 Email: sales@mateen.co.tz

This policy is subject to change without prior notice.