Dashmate Return & Refund Policy
Effective Date: 17 october 2025
1. Definitions
· Faulty Return: A return where the product has a manufacturing defect that was present at the time of supply and not caused by customer misuse.
· Non-Faulty Return: A return for any reason not related to a manufacturing defect, such as change of mind, incorrect order, or receiving an unwanted gift.
2. Faulty Returns & Warranty Claims
This policy applies to products with a manufacturing defect during the standard warranty period.
2.1. Process for Faulty Returns:
1. Report the Fault: The customer must report the suspected fault to us as soon as possible via our official contact channels.
2. Fault Confirmation: We will inspect the product to confirm the fault is a manufacturing defect and not a misunderstaing
on how the product work
3. Resolution for Confirmed Defects: If a manufacturing defect is confirmed and the product is in its original condition, we will, at our discretion:
· Exchange the product for a new one; or
· Provide a full refund.
4. Investigation for Signs of Use: If there is reasonable proof the product was used (e.g., visible wear and tear, or a delay in reporting the fault), we will consult a technical expert to determine the exact cause.
5. Repair of Defective Products: If the product was defective when supplied, we will repair it at zero cost to the customer. This process may take up to 14 days, depending on the product.
6. Void Warranty: The warranty will be considered void if the fault is a result of misuse, abuse, or if the customer mistakes
ordinary wear and tear for a defect, as permitted by the Consumer Act of Zimbabwe.
2.2. Challenging a Decision: Customers have the right to challenge our conclusions if they believe their case was not
handled in accordance with national standards.
3. Compromise Agreements
In specific cases (e.g., under Section 2.1.4) where a customer cannot wait for a full investigation, we may reach a compromise agreement.The customer may pay a fee to cover the cost of restoring
the product to a salable condition. After payment, we will process an exchange or refund in good faith. The product must be in a reconditionable state.
Reconditioning Fees (Guidelines):
· Missing or Damaged Box: 0–10% of product value.
· Wear and Tear: 0–30% of product value (assessed upon receipt).
· Missing Accessories (if replaceable): 0–20% of product value.
4. Non-Faulty Returns (Change of Mind, Incorrect Order)
4.1. Unopened Products:
· Products returned within 7 days of purchase in unopened condition with the original seal intact will receive a full refund.
4.2. Opened Products:
· For opened products, we reserve the right to charge fees to cover the cost of restocking, including but not limited to:
· A usage fee (if the product shows signs of use). 0 to 30%
· A packaging fee (if the original packaging is damaged or missing). 10%
· A reconditioning fee (if there is visible wear and tear). 0 to 30%
· Other charges necessary to return the product to a salable condition.
5. Right to Refuse Returns
We reserve the right to refuse returns of goods which may endanger public health, or goods which have been disassembled, physically altered, permanently installed, or blended with other goods,
as permitted by the Consumer Act of Zimbabwe.
6. Contact Us
For any questions about this policy or to initiate a return, please contact us at:
Customer Service ddashmate@gmail.com or contact or visit any of our branch
