Refund & Returns Policy

Product purchases

This policy explains how Switch Store handles returns, exchanges, and refunds for eligible product purchases in Zimbabwe. It is separate from repair-service warranty terms and lay-by/deposit terms.

1. 30-Day Product Returns

Eligible product purchases may be returned within 30 days of delivery or collection. This applies to both defective and non-defective products when the item meets the condition requirements below.

2. Product Condition

Eligible products must be new and unopened, or otherwise unused, with the original packaging, accessories, serial numbers, and proof of purchase.

3. Return Methods

Eligible returns can be brought to Switch Store or sent by approved post or courier after the team confirms the return request.

4. Return Cost and Restocking Fees

Approved eligible returns have no restocking fee or return handling cost, and Switch Store provides the return label or arrangement for approved postal returns.

5. Refund Processing Time

After an eligible return is received and approved following inspection, Switch Store processes the refund within 7 days. Bank or payment-provider processing times may vary.

6. Exchanges

Switch Store accepts exchanges for eligible products, subject to product availability and inspection. If the requested replacement is unavailable, we may offer a refund or another suitable resolution.

7. How To Start a Return

1. Contact Switch Store within 30 days of delivery or collection.
2. Share your order reference, proof of purchase, product serial number, and reason for return.
3. Wait for return approval and instructions before sending or bringing back the product.
4. Pack the product securely with all original accessories, packaging, and documentation.

8. Items Not Eligible for Standard Returns

• Products returned after the 30-day return window.
• Used, damaged, incomplete, or unpackaged products may be ineligible for the voluntary change-of-mind return, without removing a statutory right concerning a defect.
• Accidental or liquid damage, misuse, or third-party interference may affect a claim only to the extent relevant to the failure; they do not automatically remove an unrelated statutory right.
• Digital services, completed repairs, installation work, diagnostics, or labour charges.
• Lay-by cancellations or defaults, which follow the lay-by terms below.

9. Defective Products

Defective product claims are assessed without narrowing the consumer's direction under sections 10-11. Within the statutory period, qualifying goods are returned without penalty and at Switch Store's risk and expense, and the consumer directs repair, replacement, or refund. An order lookup, payment record, invoice copy, or serial/IMEI history may be used instead of an original printed receipt.

10. Lay-By / Deposit Policy

• A deposit of 25% of the agreed product price is required to start a lay-by.
• The deposit forms part of the product price. No interest or service fee is charged.
• Products placed on lay-by remain the property of Switch Store until paid in full.
• The agreed variant price is locked for 90 days from the date the deposit is confirmed.
• Failure to complete payment within this period will be considered default.
• The deposit is not refundable if the customer cancels or does not complete payment within 90 days.
• If Switch Store cannot supply the agreed product, the deposit is refunded in full.

This policy is displayed in compliance with Sections 53 and 55 of the Consumer Protection Act [Chapter 14:44], Zimbabwe.