Returns & refunds

These are the rules the ZimExpress system applies today. They still need legal review before being treated as final terms.

Returning an item

You can ask to return an item within 7 days of delivery. Open your order from your account, choose Return next to the item, tell us what happened and whether you'd like a refund or an exchange. Photos help us approve faster.

Keep the item unused, with its tags and original packaging, until we've collected it.

Who pays for the return

If the item is faulty or damaged, or wrong item, size or colour sent, or not as described (e.g. not the authenticity or quality shown), we collect it free of charge. For other returns — for example if it doesn't fit or you changed your mind — the delivery fee is deducted from your refund.

What happens next

1. We review your request, usually within a day, and may ask you a question.
2. Once approved, we arrange to collect the item.
3. When it reaches our hub we check it, then refund you or send the exchange.

You'll get an email (and a WhatsApp message if you chose updates on WhatsApp) at every step.

Refunds

Cash-on-delivery orders are refunded as cash when we collect the item, by EcoCash, or by bank transfer — we'll confirm which with you. A refund is never more than what you paid for the item.

When a return can't be accepted

We may decline a return if it's requested after 7 days, or if the item has been used, damaged after delivery, or is missing its tags or packaging. We'll always tell you why.

Custom-sourced items

For items we sourced to your request, the cancellation terms shown on your quote apply before delivery. After delivery the same return rules apply if the item doesn't match your accepted quote (including its authenticity and quality version).