Refund and Returns Policy

We want every purchase to be a great purchase and put a smile on your face. If for any reason you’re not 100% satisfied, you may return most items purchased online to our returns office for a full refund, replacement or exchange (dependent on stock availability), provided you have the original tax invoice, and items are returned in a saleable condition within 7 days of purchase.

Please note below the items that cannot be returned.

This Policy forms part of the e-Hub Systems Shop Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

General Returns

  • Most items purchased on The e-Hub Systems Shop can be returned to us for a full refund, exchange or replacement. (Dependent on stock availability).
  • Please see [Non-returnable products] to ensure that your product is eligible for return.
  • Please contact us at info@ehub.co.zw , if you are unsure if an item is returnable.

Kindly note the following to be eligible for a return:

  • The actual product(s) needs to be received at The e-Hub Systems  Shop in mint condition and in its original packaging from The Weekend Sale;
  • The item needs to be received by The e-Hub Systems Shop within 1 week (7 calendar days)
  • If the product’s outer packaging is unsealed, we may charge you a 15% handling fee.
  • Please include your order number or dispatch note inside the returned parcel
  • All GAMES, COMPUTERS, ELECTRONICS, BABY, TOYS, STATIONERY, HEALTH AND BEAUTY items need to be returned unopened/sealed

Please note our delivery agents are not authorized to accept goods for return on delivery.

Non-Returnable Products


Several types of goods are exempt from being returned. Perishable goods such as food and vegetables, flowers, newspapers or magazines, cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. 

  • Gifts cards
  • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
  • an audio or video recording or computer software that has been unsealed;
  • a newspaper, periodical or magazine;
  • a foodstuff, beverage or other product intended for everyday consumption;
  • a nursing or maternity product, an infant bottle, infant feeding product or bottle accessory that has been unsealed, including (but not limited to) breast pumps, bottles, teats, soothers/pacifiers, formula, maternity underwear, nappies and wipes;
  • a beauty product or fragrance which has been used;
  • an intimate product, lingerie, swimwear, bodysuit, underwear or jewellery for piercings, which for hygienic and public health reasons may not be returned; or
  • a product which has been personalised for you or made to your specifications; or
  • a flatpack furniture product that has been assembled after delivery.

There are certain situations where only partial refunds are granted (if applicable):
Books with obvious signs of use;

  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened;
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 21 days after delivery

Refunds (if applicable) 


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 


If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or EFT, within a certain amount of days. 

Late or missing refunds (if applicable) 


If you haven’t received a refund yet, first check your bank account again. 


Then contact your credit card company, it may take some time before your refund is officially posted. 


Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@ehub.co.zw

Sale items (if applicable) 


Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Shipping 


To return your product, you should mail your product to: 13 Tait Avenue, Hillside, Harare, Zimbabwe



You will be responsible for paying for your own shipping costs for returning your item (where applicable) Initial Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


Depending on where you live, the time it may take for your exchanged product to reach you, may vary.  (If applicable)


If you are shipping an item, consider using our preferred shipper, FedEx to ensure you can track your shipment. We don’t guarantee that we will receive your returned item.

Preparing your products for a return

To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;

  • package your products safely and securely for protection during transit;
  • clearly mark your return reference number on the outside of the parcel; and
  • include all accessories and parts that were sold with the product.

Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.

Please note products that are not eligible for returns will be automatically declined.

1: Unwanted products

You can return an unwanted product to us at no charge, provided:

  • it is undamaged and unused, with the original labels and stickers still attached;
  • save in relation to items bought on sale;
  • it is not missing any accessories or parts;
  • you log a return on the Website within 7 daysof delivery to you or collection by you of the unwanted product. After 14 days, you can only return a product if it is defective; and
  • it is not one of the products listed on the not returnable list.

Changed your mind?

Where you have changed your mind and would like a credit for a product, you can return it – provided the product is not:

  • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
  • an audio or video recording or computer software that has been unsealed;
  • a newspaper, periodical or magazine;
  • a foodstuff, beverage or other product intended for everyday consumption;
  • a nursing or maternity product, an infant bottle, infant feeding product or bottle accessory that has been unsealed, including (but not limited to) breast pumps, bottles, teats, soothers/pacifiers, formula, maternity underwear, nappies and wipes;
  • a beauty product or fragrance which has been used;
  • an intimate product, lingerie, swimwear, bodysuit, underwear or jewellery for piercings, which for hygienic and public health reasons may not be returned; or
  • a product which has been personalised for you or made to your specifications; or
  • a flatpack furniture product that has been assembled after delivery.

We will pay for shipping only where FedEx is used at no charge to you. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or a voucher to the value of the purchase price).

Want to exchange?

Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. In such a case, you will send back the product, The e-Hub Systems Shop will pay for shipping provided FedEx is used as the shipper,and deliver the requested product to you at no charge. If such variation is not available, we will credit your account with the purchase price of the product within 15 days of the return (or refund you if that is your preference).

We are entitled to inspect the product to validate your return. Please refer to our FAQs for some advice on making sure that your product is returnable under this section.

Not what you ordered?

If we accidentally deliver the wrong product to you, please notify us and you can send the product back to us at no charge when using FedEx. If the product is missing any accessories or parts, you will need to follow the process set out in section 2 below. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 15 days of the return (or refund you if that is your preference).

2: Products damaged on delivery

Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.

You can send back the product using FedEx at no charge to you. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

3: Defective products

We do our best to ensure that the products we deliver to you are of a high quality, and in good working order and without defects.

What is a defect? A defect is a material imperfection in the manufacture of a product or any characteristic of a product, which makes the product less acceptable than one would reasonably be entitled to expect in the circumstances. Please refer to our FAQs for some examples.

The following will NOT be regarded as defects and will not entitle you to a return under this section 3:

  • faults resulting from normal wear and tear;
  • damage arising from negligence, user abuse or incorrect usage of the product;
  • damage arising from electrical surges or sea air corrosion;
  • damage arising from a failure to adequately care for the product;
  • damage arising from unauthorized alterations to the product;
  • where the specifications of a product, although accurately described on the Website and generally fit for its intended purpose, do not suit you; and
  • in relation to Unboxed Deals or used products, signs of handling and/or repackaging.

Standard Warranty

If you have received a product which turns out to be defective or otherwise of poor quality (save for direct warranty products), please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 1 month after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below). Please note this does not apple for items on sale.

You can do so by logging a return on the Website, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product (if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund.

Where there is no extended supplier warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.

Where you request a repair / replacement of an Unboxed Deal, reconditioned product or used product and a repair is not possible, we will see if we have a replacement Unboxed Deal, reconditioned product or used product in stock (which is the same product, of the same nature and type, as the one sold), but if we do not, we will credit / refund you. A product in perfect condition (that is not an Unboxed Deal, reconditioned product or used product) is not the same product as an Unboxed Deal, reconditioned product or used product. This is why Unboxed Deals, reconditioned products and used products are discounted, compared to products in perfect condition.

Extended Supplier Warranty (stipulated on product page)

A product may have a supplier warranty that extends beyond the 6 month Standard Warranty. If such a product turns out to be defective more than 6 months after delivery / collection (save for direct warranty products which are discussed below), please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product.

You can do so by logging a return on the Website, and we will facilitate your return of the product to the supplier at no charge. Unfortunately we cannot facilitate returns that fall outside of the extended supplier warranty period.

Please note that any extended supplier warranty is subject to whatever terms and conditions the supplier or manufacturer may impose. These are usually stated in a brochure or leaflet inside or on the product packaging. It is your responsibility to make yourself aware of any such terms and conditions.

It is also important to note that it will be in the supplier or manufacturer’s discretion what remedy it can offer you. The E-Hub Systems Shop is under no obligation to provide you with a credit, repair / replacement, as your remedy lies with the supplier or manufacturer. However, since we want your experience to be as good as possible, if the supplier or manufacturer has offered you a repair / replacement within the applicable extended supplier warranty and it takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund directly from us.

Direct Warranty (stipulated on product page)

A direct warranty product is a product for which the relevant manufacturer wishes to manage defective returns itself, directly with the customer, and not through The Weekend Sale. Some examples include Dell, Nespresso, Xbox and PlayStation products.

If a direct warranty product turns out to be defective or otherwise of poor quality, please notify us and we will provide you with the relevant manufacturer’s contact details.

Alternatively, you can notify the relevant manufacturer directly if you already have its details. The relevant manufacturer will then assist you further, but if you have any difficulty, please let us know and we will be happy to assist you where we can.

Damaged or defective Large Appliances items can be returned within 7 days in accordance with our returns policy.

4: Gift Vouchers & Coupons

There are two types of Coupons: a Coupon with a fixed amount of a discount, e.g. $10 off (“Fixed Coupon”), and a Coupon with a percentage discount, e.g. 10% off (“Percentage Coupon”).

Where you have used a Fixed Coupon to pay for an order, and you or The e-Hub Systems Shop later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the Fixed Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the original Fixed Coupon used. The e-Hub Systems Shop may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon.  For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Where you have used a Percentage Coupon  to pay for an order, and you or The e-Hub Systems Shop later cancels your order (or part thereof) prior to delivery of the relevant product(s), or you log a return of one or more products for a credit in accordance with the Returns Policy, the value of the discount received using the Percentage Coupon will be deducted off the purchase price of the cancelled or returned product(s) (as applicable), and we will credit your account for the balance, if any (or refund you if that is your preference). We will also provide you with a replacement Fixed Coupon of the same value as the discount received using the original Percentage Coupon. The e-Hub Systems Shop may in its sole discretion impose restrictions on the use of the replacement Fixed Coupon. For any subsequent cancellations or returns arising out of the same order, we will credit your account as normal with the value of the returned product (or refund you if that is your preference).

Wherever you have used a Gift Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Gift Voucher, but we will credit your account.

6: Bundles

There are two types of bundles: a bundle consisting of products that either we or you (as provided on our website) have combined together in a single bundle (“Combo Deal“); or a bundle compiled by our supplier and supplied to us as a single unit (“Pre-packed Combo“). All returns relating to bundles are subject to the terms of this Policy as read with the following provisions:

  • Combo Deal– You may return a Combo Deal as a whole or any of its component products individually to us. If you qualify for a credit in respect of any component product, we will credit your account with the actual purchase price (after applying any applicable saving or discount) you paid for such a product as displayed in your order history.
  • Pre-packed Combo– Unless otherwise indicated by us, your return of a Pre-packed Combo will only be accepted if you return all of its component products to us. Failure to do so may result in us declining the return of a Pre-packed Combo.

7: Charges and refunds

If you return a defective product (excluding eBooks) to us, but you fail to return all of the accessories and parts that were sold with that product, we are entitled to (subject to applicable law) refuse the return,  or only to replace the item that you did return; or to estimate the value of the missing accessories and parts and to credit or refund you in respect of the returned item only.

If you return a product (excluding eBooks) that does not comply with this Policy, you may be liable to reimburse The e-Hub Systems Shop for the cost of shipping the product from you and the cost of having the product returned to you.

Under no circumstances will donations you make on our Website, or any goodwill credit you may receive from us, be refunded.

Please note that we only refund to the payment method that you originally used for electronic payments– i.e. payment by credit card will be refunded to the same credit card. For cash payments payments will refunded as a bank transfer.

Please note for instore collections from vendors, the vendors refund policy will have to adhered to. Please see our Click and Collect Policy.

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