Warranty Policy

The promise

Every device sold by ZimexDubai carries a 12-month local warranty against manufacturing defects, valid from the date of delivery to your address in Zimbabwe or the other markets we serve. Warranty servicing happens locally — we do not ship your device overseas if it needs repair.

What the warranty covers

• Device does not power on or fails to charge through no fault of the user.
• Internal hardware failure (logic board, battery, camera module, speaker, microphone, charging port) within 12 months.
• Manufacturer-recognised defects covered by the brand's own warranty (we honour these locally).
• Software faults caused by factory-shipped firmware.
• Dead pixels or display defects outside the manufacturer's allowed tolerance.
• Faulty buttons, hinges (on laptops), or kickstands (on tablets).

What the warranty does not cover

• Accidental damage — drops, cracked screens, bent frames.
• Water damage, including spills, rain, swimming-pool exposure (even on IP-rated devices, as manufacturers exclude water damage from warranty).
• Cosmetic damage that occurred after delivery.
• Damage from unauthorised repairs, third-party screen replacements, or non-genuine parts.
• Damage from overcharging due to use of non-genuine or low-quality chargers.
• Lost or forgotten passwords / Apple ID / Google account locks (these are not hardware faults).
• Battery wear consistent with normal use (lithium batteries naturally degrade — most manufacturers consider 80% original capacity at 500 cycles as "in spec").
• Theft, loss, or fire damage — please use insurance for these.
• Consumables (replaceable battery packs after their stated cycle life, ink cartridges, etc.).

How to make a warranty claim

1. Message us with proof of purchase. WhatsApp or email orders@zimexdubai.com with your order number, the device IMEI or serial, and a description of the fault. A short video helps.
2. Initial diagnosis (1 business day). Many issues are software, not hardware, and can be resolved remotely. We try this first.
3. Bring or ship the device to our Harare premises. If the issue is hardware, deliver the device to 51 3rd Avenue, Harare or ship via a reputable courier. ZimexDubai covers return shipping for confirmed warranty repairs within Zimbabwe.
4. Repair or replacement (5–14 business days). Most repairs are completed within 5 business days. Complex issues that need a part from Dubai may take up to 14 business days. We keep you updated on WhatsApp.
5. If we cannot repair, we replace. If the same model is in stock, we replace like-for-like. If not, we offer store credit or refund (your choice) under the returns policy.

What to bring to the warranty centre

• The device itself.
• The original box and accessories (if you still have them).
• The order number or a screenshot of the order confirmation.
• A government ID matching the order name, or written authorisation if dropping off on someone's behalf.

Cross-border warranty (devices delivered outside Zimbabwe)

For orders delivered to South Africa, Botswana, Zambia, Mozambique, Malawi, Namibia, Lesotho, or Eswatini, the warranty applies but the device must be returned to Harare for service. ZimexDubai reimburses cross-border courier costs up to USD 50 per parcel on confirmed warranty repairs.

Honoring the manufacturer's international warranty

Some manufacturers (Apple, Samsung, HP, Dell) operate authorised service centres in southern Africa that may accept their own regional warranty. If their warranty is more convenient for you (e.g. you live closer to Johannesburg than Harare), you may take your device directly to them — but please note that some brands require the original purchase invoice from an authorised reseller in that country. ZimexDubai is happy to issue an invoice; whether the manufacturer accepts it is between you and them.

How this warranty interacts with consumer law

This warranty is in addition to your statutory rights under Zimbabwe's Consumer Protection Act (Chapter 14:14) and does not limit those rights. Where the Act provides more generous remedies than this warranty, the Act applies.

Out-of-warranty service

After the 12-month warranty expires, we still offer paid repairs through our Harare service partners. Costs depend on the device and the part. Email orders@zimexdubai.com for a quote.