Refunds and returns.

1. How this policy is organised

Refund rules depend on what was bought and how far along we are in fulfilling it. The sections below cover, in order:

• Cooling-off for uninstalled goods (Section 2)
• Installed goods (Section 3)
• Labour and installation services (Section 4)
• Paid quotes that have not yet been fulfilled (Section 5)
• Defective on arrival (Section 6)
• How to start a return (Section 7)
• Refund timelines and method (Section 8)
• Restocking fee (Section 9)
• Service-booking cancellations (Section 10)
• Warranty claims (Section 11)

Your statutory rights under the Jamaica Consumer Protection Act and the consumer guarantees that apply to distance contracts are unaffected by this policy.

2. Cooling-off — uninstalled goods

Tangible goods bought online and not yet installed may be returned within 8 days of delivery for a refund, provided they are unused, in original packaging with manuals and accessories intact, and accompanied by proof of purchase. A restocking fee may apply per Section 9.

3. Installed goods

Goods that have been mounted, wired, commissioned, or otherwise installed are not refundable except where the item itself is defective. Defective installed goods are handled under warranty — see Section 11 and our terms.

4. Labour and installation services

• Once a technician has been dispatched and arrived at site, labour is non-refundable
• If we fail to perform the booked work (we cancel, we arrive without the right parts, or the technician does not turn up), labour is refunded in full and we will offer the earliest replacement slot at no extra cost
• Where we suspend the install because site conditions on arrival do not meet the requirements in our terms (Customer obligations at installation), the call-out portion of labour may be retained and a return-trip fee may apply on rescheduling

5. Paid quote, not yet fulfilled

• You may cancel a paid quote order up to 24 hours before the scheduled install or delivery for a full refund
• Cancellation within the 24-hour window before the appointment may forfeit non-recoverable third-party costs we have already committed on your behalf — typically specially-ordered parts, courier bookings, or non-refundable supplier deposits. We will itemise any deductions before processing the refund.
• If we fail to fulfil a paid quote on the agreed date and cannot offer a reasonable replacement window, you may cancel for a full refund

6. Defective on arrival

If an item arrives damaged or fails out of the box:

• Report within 7 days of delivery to returns@somethingcoolenterprise.com
• Include clear photographs of the fault, the packaging, and any visible carrier damage
• We will issue a Return Authorisation (RA) number, arrange collection or drop-off, and refund or replace at our cost. No restocking fee applies.

7. How to start a return

1. Email returns@somethingcoolenterprise.com with your order number, the item, and the reason
2. We respond within 1 business day with an RA number and drop-off or collection instructions
3. Pack the item in its original packaging with all included accessories and write the RA number clearly on the outside
4. Drop off at our Old Harbour shop or arrange courier collection. Outside the defective-on-arrival path, return shipping is at the customer's cost.

8. Refund timelines and method

• Inspection — within 3 business days of us receiving the returned item
• Refund issued — within 7 business days of inspection
• Method — refunds go to the original payment method. Card payments are reversed via our gateway (FAC PowerTranz). Card reversals are possible for up to 90 daysfrom the original charge; after 90 days we refund by bank transfer to the cardholder's account.
• Card-paid orders are not refunded in cash at the shop
• Bank-side settlement after reversal typically takes 5–10 business days depending on your issuing bank

9. Restocking fee

• 15% on uninstalled goods returned in original condition with all packaging and accessories
• 0% on defective-on-arrival returns
• 0% on returns where we shipped the wrong item
• Special-order items are returnable only at our discretion and may attract a higher restocking fee, capped at the non-recoverable supplier cost

10. Service-booking cancellations (pay-now path)

• 24+ hours before the appointment — full refund of any deposit paid
• Less than 24 hours — deposit may be retained as a cancellation fee
• No-show — deposit forfeited; rebooking requires a fresh deposit
• Cancelled by us — full refund and priority rebooking

11. Warranty claims

Warranty claims are handled separately from returns. Installation workmanship is warranted by us for 12 months; Mutabank-branded items carry the Mutabank manufacturer warranty; other equipment carries the manufacturer's warranty as stated at purchase. See our terms (Warranty) or email us to start a claim.