Warranty and After Sales

Endtoend.mu Returns, Refunds, Warranty & Repairs Policy

Effective Date: 6 July 2025

At Endtoend.mu, customer satisfaction is at the heart of everything we do. We strive to get every order right the first time. However, as we continue to grow and scale our operations, mistakes can occasionally happen.

If there is any error on our part, we will make it right. That's our promise to you.

This policy explains how returns, refunds, repairs, replacements, exchanges, and warranty claims are handled to ensure a fair, transparent, and hassle-free experience for all our customers.

1. Defective Product Reporting Period (3-Day DOA Policy)

Please inspect your order immediately upon receiving it.

If your product:

• Is faulty or defective upon arrival;

• Was damaged during delivery; or

• Is different from the item you ordered,

you must notify Endtoend.mu within 3 calendar days of delivery or collection.

This is referred to as our Dead on Arrival (DOA) Policy.

Products reported after the 3-day DOA period may be handled under the applicable manufacturer's warranty, where available.

2. Eligibility for Returns

To be eligible for a return under the DOA Policy:

• The issue must be reported within 3 calendar days.

• The product must be returned in substantially the same condition as supplied.

• The original packaging must be provided.

• All accessories, manuals, cables, chargers, bundled items and promotional gifts must be included.

• The original invoice or proof of purchase must be presented.

Products returned without prior authorization from Endtoend may not be accepted.

3. Products Eligible for Return

Returns are accepted only where:

• The product is confirmed to have a manufacturing defect.

• The incorrect product was supplied by Endtoend.

• The product was damaged before or during delivery.

Returns are not accepted for:

• Change of mind.

• Incorrect product selection by the customer.

• Compatibility issues where product specifications were clearly stated.

• Products functioning within the manufacturer's specifications.

• Products that have been used beyond normal inspection where no defect exists.

4. How to Request a Return

A return, refund or warranty claim can be requested through any of the following channels:

• Email: care@endtoend.mu

• Customer Care: +230 212 2400 (Office Hours)

• WhatsApp: +230 5943 2400

Please provide:

• Your order number.

• A description of the issue.

• Photos or videos showing the defect or incorrect item (where applicable).

• The product serial number or IMEI number (where applicable).

Our Customer Care team will review your request and advise you on the next steps.

5. Return Process

If your request is approved, Endtoend will arrange either:

• Collection of the product from your location (where applicable); or

• Return of the product to our showroom:

Endtoend.mu
Edith Cavell Street
Port Louis
Mauritius

Products returned without prior approval may not be accepted.

6. Product Inspection

All returned products are subject to inspection and testing by Endtoend and, where applicable, the manufacturer or an authorized service centre.

Repair, replacement, exchange or refund will only be approved after the reported issue has been verified.

If the inspection determines that the product is operating within the manufacturer's specifications and no manufacturing defect exists, the warranty or return claim may be declined and the product returned to the customer.

7. Warranty

Most products sold by Endtoend are covered by a manufacturer's or supplier's warranty.

The applicable warranty period is clearly displayed on the respective product page on www.endtoend.mu.

Warranty coverage begins on the date of delivery or collection as shown on the original invoice.

Where a warranty claim is approved, Endtoend or the manufacturer may, at its discretion:

• Repair the product.

• Replace the product.

• Exchange it for an equivalent product.

• Issue a refund where repair or replacement is not possible.

Certain brands may require warranty claims to be handled directly through the manufacturer or their authorized service centre. Where applicable, Endtoend will assist customers throughout the warranty process.

8. Products Without Warranty

Some products are not supplied with a manufacturer's warranty.

These may include, but are not limited to:

• Cables.

• Adapters.

• Hand tools.

• Consumables.

• Products specifically marked "No Warranty" on the product page.

These products remain covered by our 3-Day DOA Policy.

If such a product is faulty upon arrival or the wrong item has been supplied, you must notify Endtoend within 3 calendar days.

9. Warranty Exclusions

The warranty covers manufacturing defects arising during normal intended use.

Unless otherwise stated by the manufacturer, warranty does not cover:

• Accidental damage.

• Damage caused by dropping, impact or crushing.

• Cracked screens, broken glass, dents, bent components or chipped casings.

• Cosmetic damage including scratches, fading or discoloration that does not affect functionality.

• Physical abuse or misuse.

• Improper installation or assembly.

• Failure to follow the manufacturer's instructions.

• Use outside the product's intended purpose.

• Commercial or industrial use where the product is intended for residential use.

• Power surges, lightning, incorrect voltage or unsuitable electrical supply.

• Use of incompatible chargers, power supplies or accessories.

• Water or liquid damage unless expressly covered by the manufacturer.

• Damage caused by sea water, salt water, chlorinated water, hot water, steam or high-pressure water, even for products advertised as water-resistant, unless specifically covered under the manufacturer's warranty.

• Sand, dust, corrosion, rust, insects or environmental contamination beyond normal operating conditions.

• Fire, flooding, natural disasters or other external events.

• Unauthorized repairs, modifications or disassembly.

• Rooting, jailbreaking or unauthorized firmware or software modifications where applicable.

• Removal, alteration or tampering of serial numbers, IMEI numbers, warranty stickers or security seals.

• Normal wear and tear.

Evidence of misuse, tampering, physical damage or unauthorized repair may result in the warranty claim being declined.

10. Software & Compatibility

Unless specifically covered by the manufacturer, warranty does not include:

• Software installation or configuration.

• Virus or malware removal.

• Forgotten passwords or account recovery.

• Operating system issues.

• Third-party software compatibility.

• Data migration or software setup.

Compatibility with third-party devices remains the customer's responsibility where specifications have been clearly stated.

11. Exchanges

Where a claim is approved, Endtoend may, at its sole discretion:

• Repair the product.

• Replace the product.

• Exchange the product for an equivalent model.

• Issue a refund.

Replacement products continue under the remainder of the original warranty period unless otherwise required by law or specified by the manufacturer.

12. Refund Policy

Refunds are processed by Endtoend within 3 business days after approval.

Online Card Payments

Payments made online by debit or credit card are refunded directly to the same card used for the original transaction.

Although Endtoend processes the refund promptly, your bank or card issuer may take up to 10 business days to complete the transaction.

Juice, Maucas QR & Cash Payments

Payments made via Juice, Maucas QR or Cash are refunded by bank transfer.

Customers will be required to provide their bank account details before the refund can be processed.

Refunds are made only to the original purchaser.

Where applicable, refunds are processed using the same payment method as the original purchase to comply with applicable banking regulations and closed-loop payment requirements.

13. Data Protection

To process refunds or warranty claims, Endtoend may request personal information, including banking details where necessary.

Endtoend is committed to safeguarding customer information and processes personal data in accordance with applicable data protection legislation and our internal privacy and security policies.

Endtoend is a registered Data Protection Controller with the Mauritius Data Protection Office.

Any personal information collected for refunds, warranty claims or repairs is used solely for those purposes and handled securely.

14. Customer Responsibilities

Customers are responsible for:

• Inspecting products upon delivery.

• Reporting DOA issues within 3 calendar days.

• Returning products with all original packaging and accessories.

• Removing passwords, screen locks and activation locks before returning devices.

• Backing up all personal data before submitting products for repair or warranty service.

Endtoend is not responsible for the loss of personal data, applications, software or digital content during inspection, diagnostics, repair or replacement.

15. Fraud Prevention

Endtoend reserves the right to refuse any return, warranty or refund request where fraudulent activity, abuse of this policy or intentional damage is suspected.

16. Limitation of Liability

To the maximum extent permitted by law, Endtoend's liability under this policy is limited to the repair, replacement, exchange or refund of the affected product.

Endtoend shall not be liable for indirect, incidental or consequential losses arising from the use or inability to use a product, except where such limitation is prohibited by applicable law.

17. Force Majeure

Endtoend shall not be responsible for delays in repairs, replacements or refunds resulting from events beyond our reasonable control, including but not limited to severe weather, cyclones, flooding, natural disasters, supplier delays, shipping disruptions, customs delays, industrial action or government restrictions.

18. Governing Law

This policy shall be governed by and interpreted in accordance with the laws of the Republic of Mauritius.

Nothing in this policy limits or excludes any rights available to consumers under applicable Mauritian consumer protection legislation.

19. Our Commitment

Our mission has always been to deliver a hassle-free shopping experience.

If we make a mistake, we will acknowledge it, investigate it fairly, and work with you to resolve it as quickly as possible. Whether that means repairing, replacing, exchanging or refunding your purchase, we are committed to making things right.

Fast. Reliable. Every Time.

20. Contact Us

For any questions regarding this policy or to submit a return, refund or warranty claim, please contact us through any of the following channels:

Email: care@endtoend.mu
Customer Care: +230 212 2400
WhatsApp: +230 5943 2400
Website: www.endtoend.mu

21. Policy Updates

Endtoend reserves the right to amend, update or modify this Returns, Refunds, Warranty & Repairs Policy at any time to reflect changes in our business operations, products, services or applicable laws and regulations.

Any changes will become effective upon publication on our website. The latest version of this policy will always be available at www.endtoend.mu.

This policy does not affect any statutory rights available to consumers under the laws of the Republic of Mauritius.