1. Overview
At Zando Africa, we want you to be completely satisfied with your purchase. If you are not entirely happy, we're here to help. This policy outlines exactly how returns and refunds are processed on our platform.
2. Eligibility for Returns
To be eligible for a return, the following conditions must be met:
- Timeframe: The item must be returned within 7 days of delivery.
- Condition: The item must be unused, unwashed, and in the exact condition that you received it.
- Packaging: The item must be in the original packaging, with all tags and labels attached.
- Proof: A receipt or proof of purchase is required.
3. Non-Returnable Items
Certain types of items cannot be returned due to hygiene and safety reasons:
- Perishable goods (e.g., food, flowers)
- Intimate apparel, underwear, and swimwear
- Health and personal care items (e.g., cosmetics, skin care)
- Customized or personalized products
- Digital products or downloadable software
- Gift cards and vouchers
4. Return Process
To initiate a return, follow these steps:
- Step 1: Navigate to your Orders section in the mobile app or web portal and request a return for the specific item.
- Step 2: Attendez for authorization. Our Customer Care team will review your request and provide you with return instructions and a Drop-off location.
- Step 3: Package the item securely and drop it off at the designated Zando Africa Safe Zone or hand it to our authorized Field Agent.
5. Refund Process
Once we receive your returned item, our team will physically inspect it and notify you that we have received your returned item. We will immediately notify you on the status of your refund after inspecting the item.
If your return is approved:
- We will initiate a refund to your original method of payment (Mobile Money, Card, or Zando Wallet).
- If you paid by Cash on Delivery (COD), the refund will be credited to your Zando Wallet, or transferred to your preferred Mobile Money number.
- You will receive the credit within 3 to 7 business days, depending on your card issuer's or mobile money operator's policies.
6. Shipping Costs for Returns
If you are returning an item because of an error on our part (e.g., incorrect item, defective, or damaged during transit), Zando Africa will cover the return shipping costs.
If the return is due to a change of mind or incorrectly selecting a size, you will be responsible for paying your own shipping costs for returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
7. Contact Us
If you have any questions on how to return your item to us, please contact our Customer Care team:"