Switch Store Warranty and Consumer Rights Policy

1. Seven-day electronic-transaction cancellation

For a qualifying electronic transaction, a consumer may cancel without reason and without penalty within seven days after receiving the goods or concluding the agreement. The direct cost of returning goods may apply where section 53 permits it.

Where payment was made before cancellation, the statutory refund is due within fourteen days of cancellation. This right is separate from defect remedies and the voluntary return policy.

2. Voluntary 30-day change-of-mind return

Switch Store additionally accepts an eligible product for a change-of-mind return within 30 days after delivery or collection when it is unopened, unused, complete, and in resalable condition. This voluntary policy does not narrow any statutory return or defect right.

3. Six-month statutory defective-goods protection

Goods must be safe, free from defects and hazards, reasonably suitable for their ordinary purpose, durable for a reasonable period, serviceable where necessary, and of fair value.

Within six months after delivery, a qualifying consumer may return failed, unsafe, or defective goods without penalty and at Switch Store's risk and expense. The consumer directs whether Switch Store repairs or replaces the goods, or refunds the amount paid.

If goods or a component are repaired and a further failure, defect, or unsafe feature is discovered within three months, Switch Store will, at its expense, replace the goods or refund the amount paid, as section 11 provides.

4. Additional Switch Store express warranty

Any written Switch Store warranty supplied with a product is additional to statutory rights. Its duration and covered service are stated on the product listing, invoice, or warranty document. It does not replace the protections above.

Where a claim is accepted only under the additional Switch Store express warranty and no statutory remedy applies, Switch Store determines whether the remedy offered is a repair, replacement, or refund after considering the fault, available parts, replacement stock, cost, and proportionality. The decision and any agreed change from the customer's requested outcome are recorded on the claim.

Repairs, parts, and labour

Every new or reconditioned part installed during repair or maintenance, and the labour required to install it, is warranted for six months after installation or any longer written period Switch Store specifies. Ordinary wear and tear and consumer misuse or abuse may fall outside that repair warranty, without removing another applicable implied, express, or statutory right.

Battery coverage

Manufacturing defects, premature failure, and a failure to meet statutory safety, quality, or reasonable-durability standards remain eligible for assessment.

Accidental damage, prior repair, accessories, packaging, and proof

Accidental or liquid damage, misuse, unauthorised modification, or an unrelated third-party repair may affect an express-warranty claim only to the extent relevant to the failure. These circumstances do not automatically remove a statutory right concerning an unrelated defect.

A product with missing accessories or packaging is not eligible for the voluntary 30-day change-of-mind return because that return requires the product to be complete and in resalable condition. Missing accessories or packaging do not by themselves remove a statutory defective-goods remedy. A printed receipt is not the only proof accepted: an order lookup, payment record, invoice copy, or serial/IMEI history may also establish the transaction.

Warranty claim process and timeline

Step 1 — Submit the claim. Complete the online warranty claim form or contact Switch Store for staff-assisted in-store capture. Provide the device details, issue description, purchase evidence, contact information, and requested outcome. A private claim reference is issued after submission.

Step 2 — Hand over the device. Bring or send the device and any relevant accessories to Switch Store. Staff record its received condition, included accessories, tamper-seal details where used, and custody handover. Back up and erase the device where appropriate and disable Find My before service.

Step 3 — Assessment and diagnosis. Assessment starts after Switch Store has received the device and the information needed to review the claim. The normal assessment target is 2–3 business days. Complex or intermittent faults, missing information, or external diagnostics may take longer; Switch Store will communicate a revised estimate where necessary.

Step 4 — Decision and remedy. Switch Store records the assessment, whether the claim is accepted, the applicable statutory or express-warranty basis, and the approved remedy. For an approved repair or replacement, the normal target is a further 5–10 business days, subject to fault complexity, parts and replacement-stock availability, shipping, and third-party service time. Refund timing and method are confirmed when a refund is approved and remain subject to any applicable statutory deadline.

Step 5 — Return or collection. Switch Store contacts the customer when the device or replacement is ready, or when the approved refund has been processed. Return condition and handover are recorded. A typical completed repair or replacement claim is targeted within 7–13 business days after the device is received, but this is an estimate rather than a guaranteed completion date.

Switch Store does not provide temporary, courtesy, or loan devices while a customer's device is held for assessment, diagnosis, repair, replacement processing, or any other warranty-claim work.

Never give Switch Store an Apple ID password through a claim form, message, or custody record. Switch Store does not persist device passcodes. A customer-requested remedy is recorded; statutory remedies follow the applicable law, while an express-warranty remedy is assessed under the additional Switch Store warranty terms.

Questions and dispute escalation

Contact Switch Store first so the claim can be reviewed. A consumer may also approach the Consumer Council of Zimbabwe for designated conciliation or agreed arbitration, and may submit a complaint to the Consumer Protection Commission. Nothing in this policy prevents access to a court or another remedy available under Zimbabwean law.