Return and Refund Policy

1. Introduction

Shop@Zim is an online export hub designed to connect international buyers with verified Zimbabwean suppliers. The platform does not process sales or payments and therefore does not manage returns or refunds directly.

2. Seller Return and Refund Policies

Each supplier listed on Shop@Zim has the option to display or outline their Return and Refund Policy on their company or product profile.

These policies may include details such as:

• Timeframe for returns or exchanges
• Conditions for accepting returns (e.g., damaged goods, incorrect orders)
• Responsibility for shipping or handling costs
• Refund procedures and timelines

Buyers are encouraged to review the seller's policy before engaging in any transaction or shipment arrangement.

3. Buyer–Seller Responsibility

• Joint Responsibility

  Buyers and suppliers are jointly responsible for agreeing to terms of sale, including returns and refunds, before concluding any deal.

• Direct Resolution

  Any disputes, claims, or negotiations regarding refunds or product returns should be resolved directly between the buyer and the supplier.

• Platform Role

  Shop@Zim and ZimTrade do not participate in or mediate financial transactions or refund processes.

However, ZimTrade may provide guidance or facilitation support upon request to help ensure fair and transparent communication between parties.

4. Dispute Resolution

If a disagreement arises between a buyer and supplier concerning a return or refund:

• Direct Communication

  The parties should attempt to resolve the matter through direct communication and good faith negotiation.

• ZimTrade Assistance

  ZimTrade may offer assistance in clarifying trade procedures but cannot enforce refund or return outcomes.

• Formal Dispute

  Any formal dispute resolution or compensation claim remains a matter between the buyer and supplier.

5. Disclaimer

ZimTrade and Shop@Zim:

• Do not assume liability for any loss, damage, or costs arising from return or refund disputes.
• Do not guarantee product quality, delivery, or compliance with buyer expectations.
• Encourage all users to conduct due diligence and ensure all agreements are clearly documented in writing before completing transactions.

6. Contact Us

For guidance or assistance related to this policy, please contact:

ZimTrade – The National Trade Development and Promotion Organisation

📧 Email: info@zimtrade.co.zw

📞 Phone: +263 (0) 24 2 369 330 – 5

🌐 Website: www.tradezimbabwe.com