Refund policy
MyTekko Refund & Resolution Policy
We do not accept returns or exchanges, including for change of mind, ordering the wrong item, or preference changes.
If there is an issue with your order, we will work with you to resolve it under the circumstances below.
1. Eligibility for Refund or Replacement
A refund or replacement may be offered only in these situations: wrong product received, item arrives damaged, item is faulty/defective, or order never arrived / confirmed lost.
To be eligible, you must contact us at help@mytekko.com within the timeframe listed for your issue, provide proof of purchase (order number/receipt), and provide requested evidence (photos/videos) when applicable.
2. Issue Types & Required Timeframes
A. Damaged on Arrival (DOA)
If your item arrives damaged, take clear photos of the item and the outer packaging and email help@mytekko.com within 48 hours (2 days) of delivery.
If reported within 2 days, we will review and offer a resolution (replacement or refund, at our discretion, after verification).
Important: Damage reported more than 2 days after delivery will not be refunded.
B. Faulty or Defective Items
If your console is not functioning as expected, email help@mytekko.com within 5 days of delivery. We will troubleshoot via email and may request photos/video evidence.
If the issue cannot be resolved through troubleshooting, we will offer an appropriate resolution (replacement or refund, at our discretion, after verification).
Important: Claims may be rejected if damage is determined to be caused by misuse, accidental damage, or unauthorized modifications.
C. Wrong Product Received
If you receive an incorrect item, contact us within 48 hours (2 days) of delivery and include a photo of the item received and your order number. We will verify the issue and arrange a resolution (replacement shipment or refund, as appropriate).
D. Order Never Arrived
If your tracking shows "Delivered" but you did not receive the package, first check with neighbours/building reception and your local delivery office. If still missing, contact us within 3 days of delivery confirmation at help@mytekko.com.
We will investigate with the courier. If the package is deemed lost, we will issue a replacement or refund.
Note: Claims submitted after 3 days of delivery confirmation may not be eligible.
E. Order Cancellation
Before Dispatch: If your order has not shipped, you may request cancellation for a full refund.
After Dispatch: Orders cannot be cancelled once shipped. We do not accept returns.
Refunds for approved cancellations are processed within 3–5 business days.
3. Refund Processing Times
Approved refunds are issued within 7 business days after verification and approval. Refunds are processed to the original payment method. Bank processing times may take up to 10 business days for the refund to appear.
Contact Us
For all refund/resolution requests, contact us at help@mytekko.com