Return Policy

1. Overview

Zimsika is a marketplace platform connecting buyers with independent sellers across Zimbabwe. Our return policy is designed to protect buyers while being fair to sellers. By purchasing on Zimsika, you agree to the terms outlined below.

2. Return Window

You may request a return within 7 days of confirmed delivery. After 7 days, orders are automatically marked as completed and are no longer eligible for returns unless the item is faulty.

3. Eligible Reasons for Return

• Item received is significantly different from the product description
• Item is damaged, defective, or broken on arrival
• Wrong item delivered
• Item never arrived (after investigation)

4. Non-Returnable Items

• Perishable goods (food, flowers, fresh produce)
• Intimate or sanitary items
• Downloadable software or digital products
• Items marked Final Sale or Non-returnable
• Items that have been used, washed, or altered
• Custom or personalised orders

5. How to Request a Return

1. Go to My Orders in your account
2. Find the relevant order and tap Request Return
3. Select your reason and upload photos if the item is damaged
4. The seller will respond within 48 hours
5. If approved, follow the seller's return shipping instructions

6. Refunds

Once the seller confirms receipt of the returned item in its original condition, a refund will be processed within 3–5 business days. Refunds are issued to your original payment method. For Cash on Delivery orders, refunds are processed via EcoCash or bank transfer.

7. Return Shipping Costs

If the return is due to seller error (wrong item, faulty goods, damaged on arrival), the seller covers return shipping costs. If you changed your mind or ordered the wrong size, you are responsible for return shipping costs.

8. Disputes

If a seller does not respond to your return request within 48 hours, or if you disagree with the seller's decision, you may escalate to Zimsika Support. We will review the case and make a final decision within 5 business days.

9. Buyer Protection

All purchases on Zimsika are covered by our Buyer Protection guarantee. If an item never arrives or is significantly not as described and the seller does not resolve the issue, Zimsika will issue a full refund from the platform escrow.

10. Contact Us

For return queries, contact us at support@zimsika.com or WhatsApp +263 000 000 000.