This Policy explains when and how customers can return products, cancel orders and receive refunds. It complements the General Terms and Conditions, which prevail in case of doubt.
1. Scope
It applies to orders for hardware, software, licences and subscriptions placed with CHK, including orders placed in the online shop at www.chk.co.ao. CHK's products and services are intended exclusively for companies and other organisations (B2B), so the consumer right of withdrawal does not apply. Returns are accepted in the cases described below.
2. Cancellation before delivery
- Before payment, the customer may cancel the order free of charge.
- After payment and before CHK orders the product from the manufacturer or distributor, cancellation gives the right to a full refund.
- Once the product has been ordered from the manufacturer or distributor, cancellation is only possible if the supplier accepts it. In that case, CHK refunds the amount paid, less any costs charged by the supplier.
- If CHK revises the price of a quotation under section 3 of the Terms, the customer may withdraw from the order free of charge.
3. Defective, wrong or missing products
- Products with visible defects on arrival, different from those ordered or missing must be reported within 8 days of delivery.
- CHK checks the claim and, as appropriate, replaces the product, delivers what is missing, repairs it or refunds the amount paid.
- Collection and reshipping costs are borne by CHK.
- Defects detected after that period are handled under the manufacturer's warranty, with CHK's support (section 9 of the Terms).
4. Returning hardware in good condition
- In-stock hardware without defects may be returned within 8 days of delivery if it is in its original sealed packaging, unused and with all accessories and documentation.
- CHK refunds the amount paid, withholding 50% of the invoiced value of the returned products, which covers the international shipping and customs costs already incurred and not recoverable. Return shipping to CHK's premises is paid by the customer.
- Hardware ordered specifically for the customer, custom-configured or with opened packaging cannot be returned, unless defective.
5. Software licences and subscriptions
- Licences and subscriptions are non-refundable once activated, unless the manufacturer allows it.
- Some manufacturers allow a subscription to be cancelled or reduced within a short period after activation (for example, a few days for Microsoft subscriptions). In those cases, the request must reach CHK within that period, and the refund follows what the manufacturer returns.
- Licences not yet activated may be cancelled under section 2.
6. Services
Services already provided are non-refundable. Defects in the services must be reported within 8 days of their completion or detection, and CHK will correct them free of charge where they are attributable to CHK.
7. How to request a return
- Send the request through the form at www.chk.co.ao/en/reclamacoes or to geral@chk.co.ao, with the order or invoice number, the product, the reason and, in case of defect, photographs.
- CHK replies within 5 business days with its decision and, if accepted, a return number and shipping or collection instructions.
- Products are only accepted with the return number, in their original packaging and with all accessories, manuals and licences included.
8. Refunds
- After receiving and checking the product, CHK issues a credit note and refunds the amount by bank transfer to the account the payment came from, within 15 business days.
- Refunds are made in Kwanzas (AOA), for the invoiced amount, with no new currency conversion.
- Alternatively, at the customer's request, the amount can be kept as credit for future orders.
9. Contacts
CHK – Consultoria e Serviços, S.A. · NIF 5402115400 · Travessa Nicolau Castelo Branco, n.º 40, Ingombota, Luanda, Angola · geral@chk.co.ao
In case of discrepancy between the Portuguese and English versions, the Portuguese version prevails.