Customer Help

Thank you for shopping at Netvan Merchants. We want to ensure your satisfaction with every purchase. Our return policy is designed to provide you with a hassle-free experience in case you need to return an item purchased from us within 7 days.

Eligibility for Returns:
To be eligible for a return, the item must be in its original condition, unused, and in the same packaging as received.
Returns are accepted for items purchased directly from Smartcomputerske Technologies Limited within the last 7 days.

Non-Returnable Items:
Certain items are not eligible for return, including: Software or digital products with activated licenses.
Items damaged due to misuse, negligence, or improper handling. Items that are not in their original packaging or have missing parts.

Return Process:
To initiate a return, please contact our customer support team within 7 days of receiving your order. You can reach us via netvanmerchants@gmail.com or +254 746970822.
Provide your order number, details of the item(s) you wish to return, and the reason for the return.
Our customer support team will guide you through the return process, including providing a return authorization and instructions for shipping the item back to us.

Return Shipping:
Customers are responsible for the return shipping costs unless the return is due to an error on our part (e.g., wrong item shipped, defective product).
We recommend using a trackable shipping service and insuring the package for the value of the item, as we are not responsible for lost or damaged return shipments.

If you’ve received the wrong item from Netvan Merchants, here’s what you can do to resolve the issue:

1. Contact Customer Support:

   • Reach out to Netvan Merchants
     customer support as soon as possible to report the issue. Provide details such as your order number, the item you received, and the item you were supposed to receive.

2. Explain the Situation:

   • Clearly explain to customer support that you received the wrong item. Mention any discrepancies between the item you ordered and the one you received, such as differences in model, size, color, or specifications.

3. Provide Evidence (if possible):

   • If you can, provide evidence such as photos of the received item, the packaging, and any labels or documentation that came with it. This can help support your claim.

4. Follow Instructions:

   • Follow any instructions given by customer support regarding returning the wrong item. They may provide you with a return shipping label or instructions on how to proceed.

5. Receive Correct Item or Refund:

   • Depending on the company’s policies and stock availability, you may receive the correct item as a replacement once the wrong item is returned.
   • If the correct item is not available or if you prefer a refund, Netvan Merchants
     should issue a refund for the item you received in error.

6. Monitor Communication:

   • Stay in communication with customer support throughout the process to ensure that the issue is resolved promptly and to your satisfaction.
   • Keep records of your communications, including emails or chat transcripts, for future reference.

7. Review Policies:

   • Familiarize yourself with Netvan Merchants
     return and exchange policies to understand your rights and options in case of receiving the wrong item or any other issues with your orders in the future.

If an order from Netvan Merchants arrived damaged, here’s what you can do to address the issue:

1. Document the Damage:

   • Take photos or videos of the damaged packaging and the damaged item(s) as soon as you receive the package. This visual evidence will be helpful when reporting the issue.

2. Contact Customer Support Immediately:

   • Reach out to Netvan Merchants customer support as soon as possible to report the damage. Provide your order number, a description of the damage, and attach the photos or videos you took.

3. Provide Detailed Information:

   • Clearly explain the extent of the damage to customer support. Include details such as whether the damage is cosmetic or functional, if any parts are missing or broken, and if the packaging appeared to be mishandled during shipping.

4. Follow Instructions from Customer Support:

   • Customer support may ask you to return the damaged item or provide additional information. Follow their instructions carefully and promptly to expedite the resolution process.

5. Request a Replacement or Refund:

   • Depending on Netvan Merchants policies and the severity of the damage, you may request a replacement for the damaged item or a refund for the purchase.
   • If a replacement is requested, inquire about the estimated delivery time for the replacement item.

6. Keep Records of Communication:

   • Maintain records of all communication with customer support, including emails, chat transcripts, or phone calls. Note down any promises made regarding replacements, refunds, or compensation for the damage.

7. Review Policies:

   • Familiarize yourself with Netvan Merchants policies regarding damaged items, returns, and refunds. Understanding your rights and the company’s procedures will help you navigate the resolution process effectively.

8. Inspect Future Deliveries:

   • When receiving future orders, inspect the packaging and contents for any signs of damage or mishandling during transit. Notify customer support immediately if you notice any issues.

1. Check the Return Authorization Email or Documentation:

   • If you received a return authorization (RA) email or documentation from Netvan Merchants customer support, it should include instructions on where to mail your authorized return.
   • Look for specific mailing addresses, return labels, or shipping instructions provided in the RA email or documentation.

2. Visit the Company’s Website:

   • Visit Netvan Merchants official website and navigate to the “Returns” or “Return Policy” section. Look for information regarding return mailing addresses.
   • Some companies provide return shipping instructions and addresses on their website to assist customers with authorized returns.

3. Contact Customer Support:

   • If you are unable to find the mailing address for your authorized return on the website or in the return authorization documentation, contact Netvan Merchants customer support directly.
   • Reach out to customer support via email, phone, or live chat and request the correct mailing address for your authorized return. Provide your order details and return authorization information for faster assistance.

4. Use the Correct Mailing Address:

   • Once you have the correct mailing address for your authorized return, ensure that you use it exactly as provided. Include any required information or return labels with your package to facilitate processing.

5. Consider Tracking and Insurance:

   • When shipping your authorized return, consider using a trackable shipping method and purchasing shipping insurance for added protection. This allows you to track the package’s delivery status and ensures compensation in case of loss or damage during transit.

6. Follow Packaging Guidelines:

   • Follow Netvan Merchants packaging guidelines for authorized returns. Use appropriate packaging materials to protect the returned item during transit and include any required documentation or return labels inside the package.

Whether you can change or cancel an order after you’ve submitted it depends on several factors, including the company’s policies, the status of your order, and how quickly you act. Here’s what you can do:

1. Check the Order Status:

   • Log in to your account on Netvan Merchants website and check the status of your order. If the order is still processing and has not yet been shipped, you may have the option to change or cancel it.

2. Review the Company’s Policies:

   • Refer to Netvan Merchants website or contact customer support to review their order change or cancellation policies. Some companies allow changes or cancellations within a specific timeframe after the order is placed.

3. Act Quickly:

   • If you need to change or cancel your order, act quickly. Contact Netvan Merchants customer support immediately and provide your order details, including the order number, to request the change or cancellation.

4. Changing an Order:

   • If the order has not been processed or shipped, customer support may be able to assist you in modifying the order details, such as changing the shipping address, adding or removing items, or updating payment information.
   • Be prepared to provide specific instructions on the changes you wish to make to your order.

5. Canceling an Order:

   • If you wish to cancel your order, inform customer support of your request. Depending on the company’s policies and the status of the order, they may be able to cancel it and issue a refund.
   • Note that some orders, especially those that have already been shipped or are in transit, may not be eligible for cancellation. In such cases, you may need to wait until you receive the order and initiate a return.

6. Follow Instructions from Customer Support:

   • Follow any instructions provided by Netvan Merchants customer support regarding order changes or cancellations. They may require you to confirm your request or provide additional information.

7. Keep Records:

   • Keep records of your communications with customer support, including emails, chat transcripts, or phone calls, regarding the change or cancellation of your order. This will help in case of any misunderstandings or issues.

Yes, you can typically pre-order an item that is sold out if the option is available on Netvan Merchants website. Here’s how pre-ordering generally works:

1. Check Product Availability:

   • Visit the product page of the item you want to pre-order on Netvan Merchants website. If the item is sold out but available for pre-order, there will usually be an option or button indicating “Pre-Order” or “Pre-Order Now.”

2. Select Pre-Order Option:

   • Click on the “Pre-Order” or equivalent option to add the item to your cart and proceed to the checkout process. Follow the prompts to complete your pre-order.

3. Review Pre-Order Terms:

   • Before completing the pre-order, review any terms and conditions specific to pre-orders, such as estimated availability dates, payment requirements, and cancellation policies.
   • Pay attention to any information provided regarding when the item is expected to be in stock and when your pre-order will be fulfilled.

4. Complete Payment for Pre-Order:

   • During checkout, you may be required to make a full or partial payment for the pre-ordered item, depending on Netvan Merchants policies.
   • Follow the payment instructions and provide the necessary payment information to secure your pre-order.

5. Receive Confirmation:

   • After successfully placing your pre-order and completing the payment, you should receive a confirmation email or order summary confirming your pre-order details, including the expected availability date.

6. Wait for Fulfillment:

   • Once you’ve pre-ordered the item, you’ll need to wait until it becomes available in stock and Netvan Merchants fulfills your pre-order.
   • Netvan Merchants will typically notify you via email or update your account status when the pre-ordered item is ready for shipment.

7. Monitor Pre-Order Status:

   • Check your email or log in to your account periodically to monitor the status of your pre-order. Netvan Merchants may provide updates on any changes to the availability or shipping timeline of your pre-ordered item.

Pre-ordering allows you to secure an item that is currently out of stock but expected to become available in the future. It’s important to review the pre-order terms and policies, make the required payment, and stay informed about the status of your pre-order until it is fulfilled.