Returns and Refund Policy

Summary

• 7 days to return a defective device for repair, replacement, or refund under Zimbabwe's Consumer Protection Act (Chapter 14:14).
• Inspection on delivery — power on, check the IMEI, look for physical damage. If the device is faulty, reject it at the door at no cost to you.
• Manufacturing defects are repaired or replaced under our 12-month local warranty (see our warranty policy).
• Cosmetic damage, water damage, and user-caused damage are not covered.
• Refund timing — refunds are issued to the original payment method within 5 business days of us receiving the returned device.

Your rights under Zimbabwean law

Zimbabwe's Consumer Protection Act, 2019 (Chapter 14:14) gives consumers the right to refunds, replacements, or repairs for defective goods. ZimexDubai's policy is more generous than the minimum — for example, we cover return shipping on confirmed manufacturing defects within the warranty period, which the Act does not strictly require.

Eligible reasons for return

Eligible

• Device does not power on.
• Sealed box contents do not match the order.
• IMEI does not match the IMEI we shared with you before dispatch.
• Visible manufacturing defect (dead pixels, faulty buttons, charging port damage from factory).
• Hardware fault within 12 months of purchase.
• Wrong region variant delivered (e.g. you ordered the Middle East version and received another).

Not eligible

• Change of mind after the device has been used or activated.
• Cosmetic damage (scratches, dents) that occurred after delivery.
• Water or liquid damage.
• Cracked screens from accidental drops.
• Damage from unauthorised repairs or third-party screen replacements.
• Software issues caused by the user (locked Apple ID, rooted Android, lost passwords).
• Accessories that have been opened and used, unless faulty.

How to start a return

1. Message us within 7 days. WhatsApp our support number or email orders@zimexdubai.com with your order number, the issue, and a short video demonstrating the fault.
2. We diagnose remotely first. Many issues turn out to be software (an Apple ID lock, an incorrect SIM tray insertion) and can be solved without returning the device.
3. We issue a return authorisation. If the device does need to come back, we send you a return reference, an inspection checklist, and the courier address in Harare.
4. You ship the device back. Use any reputable local courier (Pathfinder, Inter Africa, ZUPCO long-distance, Speedlink). Buyer is responsible for return shipping unless we ship a replacement, in which case ZimexDubai covers replacement shipping back to you.
5. We inspect within 2 business days of receiving the device. If the fault is confirmed as a manufacturing defect, we repair, replace, or refund.

Refund timing and method

Refunds are issued to the original payment method within 5 business days of confirming the fault:

• EcoCash / OneMoney — reversed to your mobile money wallet within 24 hours.
• Paynow / Pesepay (card) — reversed to your card via the original gateway. Bank settlement can take 5–10 business days depending on your issuer.
• PayPal — refunded to your PayPal balance within 24 hours.
• Cash on delivery — refunded by EcoCash or bank transfer to an account in the buyer's name.
• ZIPIT bank transfer — refunded by ZIPIT to the originating account.

Returns from outside Zimbabwe

For orders delivered to South Africa, Botswana, Zambia, Mozambique, Malawi, Namibia, Lesotho, or Eswatini, return shipping must be arranged via a cross-border courier (DHL, FedEx, or equivalent). ZimexDubai will reimburse return shipping fees on confirmed manufacturing defects up to USD 50 per parcel. Please retain the courier receipt.

Items damaged in transit

If the courier hands you a box that is visibly damaged, do not accept it. Note "Damaged on arrival" on the courier's receipt and contact us immediately. ZimexDubai is responsible for transit damage on outbound shipments to your address.

Exchanges

Direct exchanges (e.g. swap a 256 GB for a 512 GB) are not guaranteed and are subject to stock availability and any price difference. If you'd like to exchange, please open a return as described above and we will treat it as a refund plus a new order.

Disputes

If you are not satisfied with the outcome of a return, you may escalate to:

• The Consumer Council of Zimbabwe — the statutory body for consumer complaints. Their contact details are publicly available at consumercouncil.co.zw.
• Your payment provider — EcoCash, Paynow, Pesepay, PayPal, and your card issuer all support buyer-protected transaction dispute processes.
• Civil action in a Zimbabwean court of competent jurisdiction under the Consumer Protection Act.

We would much rather solve a problem directly. Please give us a chance to fix it first — email orders@zimexdubai.com with "Escalation" in the subject line and we will respond within one business day.