At ZWS, we strive to ensure you have a positive experience every time you shop with us. However, we understand that occasionally you may need to return an item. This policy outlines the conditions under which returns are accepted and refunds issued for items purchased on ZWS (on behalf of our partners). It also specifies the circumstances under which returns or refunds will not be accepted.
Most items may be returned within 7 days of delivery, subject to the rules set forth in this policy. Once the returns period has lapsed, we will not accept any returns. Please note that this does not affect your legal rights with respect to the specific partner. Returns are accepted only for the following reasons:
Changed Mind: Please note: All our products are electronic. Returns for a change of mind are accepted only if the product seal is intact.
Item Received Broken or Defective: Applicable to all product categories.
Damaged Packaging: Applicable to all product categories.
Item Received with Missing Parts or Accessories: Applicable to all product categories.
Item Received Used: Applicable to all product categories except software.
Item Appears Fake or Inauthentic: Applicable to all product categories.
Wrong Item/Color/Size/Model: Applicable to all product categories.
All items must be returned unused and in the same condition in which you received them, with the original packaging and seals intact (unless the item became defective after delivery or was damaged following reasonable use in accordance with the manufacturer’s guidelines).
Our partners are not required to accept returns unless:
The item is damaged or defective upon arrival, or
The item is materially different from what was ordered.
We do not accept returns for items you have damaged after delivery. Additionally, used or worn items will not be accepted unless the item stopped working or became defective/damaged after reasonable use (as per the manufacturer’s guidelines). For items covered by a warranty, any damage or defect during the warranty period is subject to the partner's warranty terms, not this policy. Warranty information is provided on each product page.
We offer free returns via drop-off at a pickup station nearest to you.
When returning an item, ensure it is in the exact condition in which you received it from ZWS. This includes:
Using the original packaging with all tags and labels attached (for example, routers must be returned in their original boxes, and seals on audio/video recordings must remain intact).
Packaging the item securely to prevent damage during transit, as returned items are your responsibility until they reach us.
Not including any items that were not part of the original delivery.
Removing all personal data and unlinking any associated accounts from the item.
ZWS is not responsible for any items mistakenly included in the return package or for any data breaches resulting from a failure to remove personal data.
If your return is accepted or if you do not receive an item you ordered, we aim to refund you the purchase price within 7 days from when your item is either retrieved by our delivery partner or dropped off at a pickup point. For items that are incorrect, defective, or damaged, you will also receive a full refund of the delivery charges once your return is processed. However, if the return is not due to an error on our or our partner's part (for example, if you changed your mind), the delivery fees will not be refunded. The refund request form will specify the available payment method(s) for your refund.
Rejected Return and Refund Requests
All returned items are inspected to verify the stated reason for return. If your return request is not approved by ZWS:
You will not receive a refund for the purchase price or the delivery fees.
We will make two attempts to re-deliver the item within 6 business days.
If both re-delivery attempts are unsuccessful, we will notify you that the item will be held for an additional 30 days from the date of the initial notification. This notice will include details of the pickup location and its operating hours.
If you do not collect the item within this period, the item will be forfeited, becoming the property of ZWS. ZWS may then dispose of the item as it deems appropriate (e.g., by sale, charitable donation, recycling, or destruction).
No Exchanges
Please note that we do not offer exchanges.
For further information, please contact our Help Center via Whatsapp or email at:
Whatsapp: +254 729 999 769
Email: shop@zetahub.africa
