Return Policy Page

ZentMall Return Policy

Effective Date: 01/08/2024

At ZentMall, we are committed to ensuring a satisfying shopping experience for our customers. This Return Policy outlines the conditions under which products purchased on ZentMall may be returned.

1. Eligibility for Returns

• Timeframe: Customers may request a return within 7 days of receiving their order. The 7-day period starts from the date the product is delivered.
• Condition of Items: To be eligible for a return, items must be in their original condition, including all packaging, tags, labels, and accessories. Items that have been used, damaged, or altered after delivery may not qualify for a return.
• Non-Returnable Items: Certain products cannot be returned due to their nature, including:
  • Perishable goods (e.g., food items, flowers).
  • Intimate or sanitary items (e.g., underwear, swimwear).
  • Personalized or custom-made products.
  • Digital goods (e.g., software, e-books).
  • Items specifically marked as non-returnable on the product page.

2. Return Process

• Initiating a Return: Customers can initiate a return by logging into their ZentMall account and submitting a return request within the 7-day return period.
• Return Approval: Once a return request is submitted, ZentMall will review the request and provide return instructions, including the return address and any necessary documentation, if approved.
• Return Shipping Costs:
  • If the return is due to an error by ZentMall (e.g., incorrect or defective item), ZentMall will cover the return shipping costs.
  • For returns due to other reasons (e.g., change of mind), the customer may be responsible for the return shipping costs.

3. Refunds

• Inspection and Processing: Once ZentMall receives the returned item, it will be inspected to ensure it meets the return conditions. This inspection will be completed within 3 business days of receipt.
• Refund Method: Approved refunds will be issued to the original payment method used for the purchase. If an alternative refund method is necessary, this will be communicated clearly to the customer.
• Refund Timeline: Once approved, refunds will be processed within 5 business days. The time it takes for the refund to reflect in the customer’s account may vary depending on the payment provider.

4. Defective or Damaged Items

• Reporting Issues: If a product arrives damaged or defective, customers must report the issue within 48 hours of delivery. ZentMall will provide a replacement or a full refund, including any return shipping costs.
• Warranty Claims: For items covered by a warranty, ZentMall will honor the terms of the warranty as stated in the product listing.

5. Restocking Fees

• No Restocking Fees: ZentMall does not charge restocking fees for returns made within the 7-day return period. Customers will receive a full refund if the return is accepted.

6. Dispute Resolution

• Resolving Issues: If there are any issues with a return, customers can contact ZentMall's customer support team for assistance. ZentMall is committed to resolving any disputes in a fair and timely manner.
• Final Decisions: ZentMall’s decision on returns and refunds is final. If a dispute cannot be resolved through customer support, customers may seek resolution through legal channels, subject to Ugandan law.

7. Customer Support

• Contact Us: For any questions or concerns regarding this Return Policy, customers can contact ZentMall’s customer support:
  • Email: support@zentmall.com
  • Phone:0414-673-086
  • Address: Plot 9-22 Port Bell Road, Nakawa, Kampala

By shopping on ZentMall, customers agree to this Return Policy, ensuring a fair and transparent return process. ZentMall is committed to providing excellent service and addressing any issues that may arise during the return process.