Refund and Returns Policy

Last updated: November 2025

At Mech & O Ltd, your satisfaction is our priority.
We design every atmospheric water generator and eco-engineering system to meet the highest standards of quality, sustainability, and reliability.
If for any reason you are not satisfied with your purchase, this Refund and Returns Policy explains your rights and our procedures for refunds, exchanges, and repairs.

1. Purpose

This policy outlines how customers can return or request a refund for products purchased from Mech & O Ltd (either online or through direct quotation).
It complies with consumer protection laws applicable in the Republic of Mauritius and reflects our commitment to transparency and ethical business practices.

2. Eligibility for Returns

You may be eligible for a return or refund if:

The product was purchased directly from Mech & O Ltd or an authorized distributor.
A return request is submitted within 14 calendar days of delivery.
The item is in unused, undamaged, and resalable condition in its original packaging.
You possess the original invoice or purchase receipt.

If the product has been installed, used, or altered, we reserve the right to deny a return or charge a restocking fee.

3. Non-Returnable Items

Certain items and conditions are not eligible for refund or exchange:

Custom-configured or made-to-order systems.
Installed or commissioned equipment.
Replacement filters, consumables, or accessories that have been unsealed.
Products damaged due to misuse, poor maintenance, or electrical surges.
Promotional, clearance, or discounted items.

4. Return Process

To initiate a return, please follow these steps:

Contact our support team at 📧 support@mech-o.com or call 📞 +230 5 XXX XXXX.
Provide your invoice number, serial number, and a brief description of the issue.
Our team will review your request within 3 business days and issue a Return Authorization Number (RAN) if applicable.
Carefully repack the product in its original packaging and ship or deliver it to our service center in Ebène, Mauritius.
Once received, our technical team will inspect the product and confirm eligibility for a refund, exchange, or repair.

5. Inspection and Evaluation

All returned items undergo a detailed inspection by our certified technicians.
Approval of a refund or replacement depends on:

Product condition after inspection.
Verification that the issue is not caused by misuse or environmental factors.
Confirmation that serial numbers and purchase details match our records.

This process usually takes 5 to 10 business days after we receive the item.

6. Refund Method

If your return is approved:

Refunds will be issued via the same payment method used for purchase (bank transfer, card, etc.).
Refunds may take up to 10 working days to appear, depending on your bank.
If payment was made via cheque, refunds will be processed after cheque clearance.

Partial refunds or credits may be issued when products show minor signs of use or packaging is missing.

7. Exchanges and Replacements

Instead of a refund, customers may request an exchange or replacement.
We will:

Replace defective items with the same model (subject to stock availability).
Offer an upgrade or equivalent model at the customer’s request, with price adjustments as needed.

8. Shipping and Return Costs

If the return is due to a faulty or incorrect item shipped by Mech & O Ltd, we cover all shipping and handling fees.
If the return is for any other reason (e.g., change of mind, wrong model ordered), the customer bears the return shipping cost.
Products damaged during return transit because of poor packaging will not be accepted.

9. Damaged or Defective Deliveries

If a product arrives visibly damaged:

Report the issue within 48 hours of delivery with photo evidence.
Do not install or power on the unit.
Contact support immediately so our logistics team can arrange an exchange or inspection.

10. Installation-Related Issues

Once an atmospheric water generator has been installed by our authorized technicians, any malfunction will be handled under the Warranty Policy (see Section 9 of the Terms & Conditions).
Installed units are not eligible for a return but will be repaired or replaced under warranty conditions.

11. Product Testing Prior to Refund

In some cases, Mech & O Ltd may request a site inspection or test run before approving a refund to ensure the issue is not due to local conditions (humidity, electrical instability, or improper usage).

12. Restocking Fees

Returns for non-defective products may incur a 15 % restocking fee to cover administrative and inspection costs.
This fee will be deducted from the total refund amount.

13. Cancellations

Orders may be cancelled before dispatch with no penalty.
Once products are shipped or installation has begun, cancellation is not possible.
Project-based or bulk orders cancelled after procurement may incur up to 30 % cancellation fees.

14. Warranty vs. Refund Distinction

Refunds apply only to initial product purchases that meet return criteria.
All subsequent performance issues fall under our 24-month warranty program, which covers repair or part replacement.

15. Timelines

Typical timeline overview:

Return request: within 14 days of delivery
Inspection: 5–10 working days
Refund processing: 7–10 working days after approval
Total resolution time: up to 21 working days

16. International Purchases

For customers outside Mauritius:

Refunds are processed in Mauritian Rupees (MUR).
Exchange rate differences or international transfer fees are not reimbursed.
Customs and re-import duties are the buyer’s responsibility.

17. Limitation of Liability

Mech & O Ltd’s liability for any refund claim shall not exceed the original purchase price of the product.
We are not responsible for indirect, consequential, or incidental losses arising from product malfunction or delay in processing returns.

18. Customer Responsibilities

Customers are responsible for:

Proper packaging of returned items.
Keeping proof of shipment or delivery.
Ensuring products are insured during return transit.
Failure to follow these steps may result in return denial.

19. Communication

All communication regarding refunds or returns must be directed to:
📧 support@mech-o.com
📞 +230 5 XXX XXXX
🏢 Ebène, Mauritius

20. Policy Updates

Mech & O Ltd reserves the right to update or modify this Refund and Returns Policy at any time to reflect improvements in service or compliance with legal updates.

21. Governing Law

This policy shall be governed by and interpreted according to the laws of Mauritius.
Any dispute arising under or in connection with this policy will be subject to the jurisdiction of the Commercial Court of Mauritius.