Our Returns Policy

Overview

ShopZim is a marketplace that connects buyers with independent Zimbabwean sellers. Orders are fulfilled directly by sellers, so returns and refunds are handled between you and the seller. ShopZim facilitates this process and steps in where needed.

Eligibility for Returns

You may request a return if:

• The item received is significantly different from what was described or shown.
• The item arrived damaged or defective.
• The wrong item was delivered.
• The item is incomplete (missing parts or accessories listed in the description).

Items Not Eligible for Return

• Perishable goods (food, fresh produce).
• Personalised or custom-made items.
• Undergarments, swimwear, and pierced jewellery (for hygiene reasons).
• Items where the buyer has changed their mind after delivery.
• Digital products or services already delivered.

Return Window

Return requests must be raised within 48 hours of receiving the item. After this window, sellers are not obligated to accept a return unless the item is covered by a manufacturer warranty.

How to Request a Return

Refunds

Refunds are issued by the seller in the same payment method used for the original order. ShopZim does not hold funds on behalf of sellers. Refund timelines vary by seller but should be completed within 5 business days of the return being agreed.

Seller Responsibility

All sellers on ShopZim agree to our seller terms, which include honouring legitimate return requests. Sellers who repeatedly fail to resolve disputes may have their listings suspended.

Exceptions & Warranties

Some products (electronics, appliances) may carry a manufacturer's warranty. In such cases, warranty claims are handled directly with the manufacturer or authorised service centre. The seller can advise on the warranty process at time of purchase.