Returns & Refunds Policy

This Returns & Refunds Policy governs returns and refunds for devices purchased from Pulseown Mobile ("Pulseown Mobile") on a hire-purchase plan. It is issued in compliance with the Consumer Protection Act, 2012 (Act 851) and the Sale of Goods Act, 1962 (Act 137) of the Republic of Ghana.

We want to be fair and clear. If something is wrong with a device you received, we want to know about it and resolve it properly.

1. Your Statutory Consumer Rights

Nothing in this policy reduces or replaces your statutory rights as a consumer under Ghanaian law. Under the Consumer Protection Act, 2012 (Act 851) and the Sale of Goods Act, 1962 (Act 137), you are entitled to:

• Receive goods that correspond to their description.
• Receive goods that are of satisfactory quality — meaning free from material defects that were not disclosed to you at the time of sale.
• Seek a remedy (repair, replacement, or refund) where goods do not meet these standards.

These rights exist independently of this policy and cannot be contractually excluded.

2. When a Return Is Accepted

Pulseown Mobile will accept a return request in the following circumstances:

• The device you received is in a materially different condition from its agreed description — for example, a different condition grade, or a functional defect not disclosed before your order was confirmed.
• The device has a functional fault that existed at the time of delivery and was not disclosed to you before sale (e.g. a fault in the screen, battery, charging port, camera, or speaker that is not consistent with the stated condition grade).
• The wrong device was delivered — a different model, colour, or storage capacity from what was agreed in your written plan confirmation.

A return request based on any of the above circumstances constitutes a claim under the Consumer Protection Act, 2012 (Act 851) and will be treated as such.

3. Return Window

Return requests must be submitted within seven (7) calendar days of the date you received the device. This window is provided to give you reasonable time to inspect the device upon receipt.

If a functional fault becomes apparent after this 7-day window but within the 30-day warranty period, your claim is treated as a warranty claim (see Section 8 below) rather than a return. Warranty claims follow the same contact process but may result in a repair, replacement, or refund at Pulseown Mobile's reasonable discretion, consistent with Act 851.

Return requests submitted after both the 7-day return window and the 30-day warranty period have expired may not be accepted, unless your statutory rights under Ghanaian law require otherwise.

4. Conditions for a Valid Return

To be eligible for a return, all of the following conditions must be satisfied:

• Your return request is submitted within the 7-day window described in Section 3.
• You contact us before sending the device back. Do not return the device without first receiving written confirmation from us to do so.
• The device is returned in the same condition in which it was delivered — no new physical damage, no new software modifications, and no iCloud account added by you that creates a lock.
• Any accessories included with the original delivery are returned with the device.

5. How to Initiate a Return

1. Contact us within 7 days of delivery at support@pulseownmobile.com or by phone at +233 500 741 015.
2. Include in your message: your order reference number, a clear description of the issue, and photographs or video evidence if possible.
3. Our team will acknowledge your request within two (2) business days and begin a review.
4. If your return is approved, we will send you written instructions for returning the device safely. Do not send the device before receiving these instructions.
5. Once we receive and inspect the returned device, we will process your refund as described in Section 6.

6. Refunds

6.1 Approved Returns

If your return is approved, Pulseown Mobile will refund all payments made to date — including your initial deposit and any instalments paid — in full. No deduction is made from a refund where the fault or discrepancy is attributable to Pulseown Mobile.

6.2 Refund Method

Refunds are processed using the same payment method used for your original payments wherever possible:

• Mobile Money payments are reversed to the same mobile money account.
• Bank transfer payments are returned to the same bank account.
• Cash payments are refunded in cash at our business premises or by bank transfer to an account you nominate in writing.

6.3 Refund Processing Time

Once a return is approved and the device is received and inspected by Pulseown Mobile, your refund will be processed within ten (10) business days. You will receive written confirmation when the refund has been issued.

If a refund is delayed beyond this period due to a reason attributable to Pulseown Mobile, we will notify you and provide an updated timeline.

7. Deposit — Non-Refundable for Change-of-Mind Cancellations

The initial deposit paid to confirm your order is non-refundable if you cancel your order for personal reasons — that is, for a reason unrelated to any fault, discrepancy, or breach by Pulseown Mobile.

This policy is disclosed to you at the time you place your order. The deposit serves a legitimate commercial purpose: it reserves the device for you and initiates the preparation process.

However: if the cancellation arises because the device does not match its description, has an undisclosed defect, or because Pulseown Mobile cannot fulfil the agreed order, your deposit will be refunded in full. This is consistent with your rights under the Consumer Protection Act, 2012 (Act 851).

8. Warranty Claims (Post-Return Window)

If a functional fault appears after the 7-day return window but within the 30-day limited warranty period:

1. Contact us at support@pulseownmobile.com with a description of the fault and supporting evidence.
2. We will assess whether the fault is covered by the warranty — that is, whether it existed at the time of delivery and was not the result of your use or handling.
3. If the fault is covered, we will offer one of the following remedies at our reasonable discretion: repair, replacement with a device of equivalent grade and specification, or a full refund of all amounts paid.

Cosmetic wear consistent with the device's stated condition grade, and damage caused by you after delivery, is not covered under the warranty.

9. Situations Where Returns Will Not Be Accepted

Returns will not be accepted in the following situations:

• You simply changed your mind about the purchase and the device matches its description and is free of undisclosed defects.
• The return window has expired and the issue does not fall within the warranty period, unless your statutory consumer rights require otherwise.
• The device has been physically damaged by you after delivery.
• The device has been modified, unlocked by a third party, or repaired by someone other than Pulseown Mobile without our prior agreement.
• You have added an iCloud account that has created a lock after delivery, preventing inspection or re-sale.
• The condition or defect was fully and accurately disclosed to you before your order was confirmed and is reflected in the device's stated condition grade.

10. Your Right to Escalate

If you are not satisfied with our handling of your return or refund request, you have the right to lodge a complaint with the Ghana Consumer Protection Agency, established under the Consumer Protection Act, 2012 (Act 851), or to pursue your statutory rights through the appropriate Ghanaian court or through mediation and arbitration under the Alternative Dispute Resolution Act, 2010 (Act 798).

11. Contact

To initiate a return, raise a warranty claim, or ask a question about this policy:

• Email: support@pulseownmobile.com
• Phone: +233 500 741 015
• Business name: Pulseown Mobile
• Address: Broadway Road, AM446, Tarkwa, Ghana
• Country: Republic of Ghana