Frequently Asked Questions (FAQs)

  • Q. I received a defective/damaged item, can I get a refund?

In case the item you received is damaged or defective, you need to fill in the Return form and return the item in the same condition as you received it with the original box and/or packaging intact.

Once we receive the returned item, we will inspect it and if the item is found to be defective or damaged, we will process the refund along with any shipping fees incurred.

  • Q. I received a wrong item, how can I return it?

In the unusual circumstance where the item received is wrong, you can fill in the Return form and return in the same condition you received and in the original box and/or packaging intact.

Once we receive the returned item, we will process the refund along with free 15 day returns.

  • Q. When are ‘Returns’ not possible?

There are a few certain scenarios where it is difficult for us to support returns:

  1. Return request is made outside the specified time frame, of 15 days from delivery.
  2. Product is used, damaged, or is not in the same condition as you received it.
  3. Defective products which are covered under the manufacturer’s warranty.
  4. Any item which has been used or installed.
  5. Products with tampered or missing serial numbers.
  6. Anything missing from the package you’ve received including price tags, labels, original packing, freebies and accessories.
  7. Fragile items


  • Q. I have changed my mind; can I return what I have bought?

You cannot return the item if you have already received it from the courier.

  1. Only the items with ‘Retail Packaging’ never opened (Sealed/Closed Box) and still with its Original Seal can be returned.


  • Q. What if I bought an item from Tanzania and it was shipped to a part of Africa through international shipping service offered by and I want to return it?

In case you bought an item from through international shipping, we will not accept a returned product.

Also, any items that are used or installed cannot be returned. As outlined in consumer Protection Rights and concerning section on non-returnable items.

  • Q. How long does it take the courier to collect the returned items?

Typically, Courier representative will contact you within 3-5 days from the day you requested a return. However, it might sometimes take up to two weeks for a courier to collect the item.

  • Q. Can I schedule time with the courier to return an item?

At the moment, you will not be able to contact the courier company directly. However, once our courier representative contacts you to schedule the time for the pick-up of a return item, you may provide your preferred timings to them.

  • Q. Can I return my item after 15 days?

There may be situations in which you were not able to return items within 15 days, in such cases please contact our Customer Service Team ((+255)-714-177-979) or through the Contact Us page to file a complaint. Complaints are handled on case by case basis. However, all acceptable returns as per Consumer Protection Laws will honor the outlined duration.

  • How can I receive a refund if I paid by Mobile Pesa?

If you have paid through electronic means (Mobile Pesa), the paid amount will be refunded to your mobile number. The amount paid may take up to a month to be transferred.

  • Q. I paid through Cash on Delivery, how will I receive a refund for my item?

If you have paid through Cash on Delivery (COD), the money would be refunded in the form of Mobile Pesa for fast money delivery.

  • Q. Can i buy Gift Certificates (Vouchers) & gift my Family & Friends?

Yes, you can buy Gift Certificates  by filling the Gift Certificates form  and the amount will be credited to your Pro ElectroniX Gift balance. From your Pro ElectroniX Wallet balance, you can easily make purchases at

For security purposes, the name on Mobile Pesa and on your Pro ElectroniX Wallet must be the same.

  1. Can I Replace or Exchange an item rather than a refund?

At the moment, Pro ElectroniX does not offer replacement or exchange of an item; however you can still return an item and receive a full refund.

  1. I lost the Original Packing in which I received the item, how can I still return it?

We accept return of item only if it is in an unopened, original box and/or packaging intact with all labels and barcodes on it, however in this case, we will not accept it.

  1. What does it mean by ‘Retail Packaging’ never opened (Sealed & Closed Box)?

A brand-new, unused, unopened, undamaged item in its original packaging . Packaging should be the same as when it was delivered to you.

  1. Can I return an item through my courier company or personally drop it anywhere?

At the moment, the item can be returned to us only through one of our assigned courier services.

  1. Who pays for the shipping charges when I return an item?

You can return an item for free within 15 days from delivery date, covers all the shipping charges.

  1. Where can I find the pre-paid shipping label / Air Waybill?

Once you place a request to return an item , the pre-paid shipping label / Air Waybill will be sent to you in your email to ensure you can return the item for FREE.

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