Returns & Refunds Policy
We stand behind the quality and authenticity of every product we sell. Here is everything you need to know about returns, exchanges, and refunds.
7-Day DOA Replacement Guarantee
If your laptop or hardware presents a manufacturer defect within 7 days of delivery, we provide priority diagnostics and an immediate direct replacement.
14-Day Unopened Returns
Changed your mind? Return any unopened, brand new item in its original sealed manufacturer packaging within 14 calendar days for a refund or store credit.
1. Defective or Damaged Products (Dead on Arrival)
We take immense pride in delivering 100% genuine, brand-new hardware. If your item arrives visibly damaged in transit or suffers from an out-of-the-box hardware failure (e.g., failure to power on, defective display, keyboard failure):
- Notify us within 48 hours of delivery if the item has transit damage or missing components.
- 7-Day DOA window: If a hardware defect occurs within 7 calendar days of receipt, Laptopzone will arrange expedited collection/drop-off, perform technical verification, and immediately supply a brand-new replacement unit.
- If an identical replacement model is unavailable in stock, you may choose an equivalent model, an upgrade (paying the difference), or a full refund.
- For hardware defects that arise after the initial 7-day DOA window, repairs or replacements are provided under our dedicated Warranty Policy.
2. Standard 14-Day Returns (Unopened Merchandise)
You may request a return within 14 calendar days from the date of delivery or collection, provided the following conditions are met:
- The product must be completely unopened with all manufacturer factory tamper seals unbroken.
- All original retail packaging, protective films, documentation, accessories, power cords, and warranty cards must be intact.
- Original invoice or proof of purchase must accompany the return.
3. Non-Returnable & Non-Refundable Items
Due to licensing agreements, copyright laws, and hygiene standards, the following items cannot be returned or refunded:
4. How to Initiate a Return (RMA Process)
Submit Return Request
Contact our support team via email ([email protected]) or WhatsApp (+263 77 295 3946) with your Order ID, product serial number, and reason for return. Attach photos or video if claiming a defect.
RMA Authorization
Our support team will verify eligibility and issue a Return Merchandise Authorization (RMA) reference code with instructions.
Return Handover or Courier
Drop off the securely packaged item at our service location (64 Ridgeway, Borrowdale, Harare) or dispatch via our authorized courier partner.
Technical Inspection
Our technicians will inspect the product within 2 to 4 business days to verify hardware condition, serial numbers, and reported issues.
5. Refund Timelines & Methods
Once your return is inspected and approved, your refund will be processed through the original payment method used during checkout:
- Card Payments (Visa / Mastercard): Refund reflected on your card account within 5 to 10 banking days depending on your issuing bank.
- Mobile Money (EcoCash / Pesepay): Refund credited to your mobile wallet within 24 to 48 hours following approval.
- Direct Bank Transfer (EFT): Processed within 2 to 3 business days.
- Store Credit: Available immediately upon approval with no deductions.
6. Return Shipping Costs
If the return is due to an error on our part (incorrect model dispatched) or a verified manufacturer defect within the 7-day DOA window, Laptopzone will cover 100% of the return courier fees.
For change-of-mind returns on eligible unopened goods, the customer is responsible for courier return costs to our Harare technical facility.
Have questions about our policies?
Our support team is available Monday to Friday from 8:00 AM to 5:00 PM CAT.