We want you to be satisfied with every purchase you make at SPAR Zimbabwe. This policy forms part of the SPAR Zimbabwe Terms and Conditions. SPAR Zimbabwe is committed to operating in line with applicable consumer protection laws in Zimbabwe, and all our policies are subject to the law.
If you are returning a product purchased from SPAR Zimbabwe (in store or online), please note:
- Proof of purchase is required for all products bought in store or online.
- Once the product is assessed, SPAR Zimbabwe will either refund or exchange within 7–14 (seven to fourteen) business days, or if a repair, within 21 (twenty-one) business days. All refunds will be paid back to the same payment method used for the purchase.
- For all returns, except where the product is damaged or faulty/not working, the product must be unused and returned in its original product packaging.
- Promotional, free and bundled products that were part of a purchase must be returned with the purchased product in unused condition and original product packaging.
- Certain products cannot be returned (see list below).
- Conditions may apply to delivery charges, collection fees and/or refund calculations.
- Returns have specific time frames based on the reason for the return.
- Faulty products have specific terms for in-warranty and out-of-warranty periods, and extended warranty.
- Further terms apply to food products.
The product must be in its original packaging with all accessories and documentation for SPAR Zimbabwe to complete the return. If you have disposed of the packaging, your return may be rejected at SPAR Zimbabwe’s sole discretion. Please refer to the further terms below.
Please note that the following may apply to your return:
- Delivery costs incurred will not be refunded.
- SPAR Zimbabwe reserves the right to charge a collection fee if our courier has experienced more than 2 (two) failed attempts to collect the products being returned.
- If your product has been collected, processed and the return is not approved, a return-to-customer fee may apply at SPAR Zimbabwe’s sole discretion for us to deliver the product back to you.
- If SPAR Zimbabwe determines that a customer has misused or purports to misuse the returns policy or free-delivery mechanism, we reserve the right to take such further action as we deem appropriate.
- Refund calculations on partial returns may vary for products purchased online or in store. If you return only part of your online order and that order included products on promotion (bundle deals), your partial return may result in forfeiture of the promotion benefit and your refund will be calculated based on the original product price.
What products can you return and when?
Within 14 (fourteen) days return policy
All unused products (except those listed below as non-returnable) and ambient products can be returned within 14 (fourteen) days of purchase and/or receiving the product if:
- It is not what you had in mind.
- The product is incomplete.
- You received the incorrect product.
- You received an expired product.
Certain electronics (e.g. cellular phones) may only be returned within 7 (seven) days if the product is assessed and found to be materially defective when the box was opened or when the product was activated (out-of-box failures). Please check in store or with customer care for product-specific rules.
Food products are classified as refrigerated (chilled products requiring refrigeration), ambient temperature-sensitive (e.g. bread, eggs, whole fruits and vegetables) and pantry (shelf-stable products with a long shelf life). Any return of a food product must be in the same pack size (configuration and weight) in which it was sold. We will replace or refund any damaged or incorrect food products delivered to you, subject to applicable consumer protection law. This excludes incorrect food products that you selected yourself when shopping in store.
Ambient (shelf-stable) products
If your ambient order (or any part of it) arrives damaged, expired, missing or incorrect after delivery, you must let us know within 48 (forty-eight) hours from the date of delivery. You can visit your nearest SPAR Zimbabwe store with your proof of purchase (tax invoice) to process the return in store, or contact us via the channels below.
Products that cannot be returned
- Products protected by copyright (e.g. computer software, games). If there is a manufacturing defect, you may log a return provided they remain in a re-sellable condition.
- Custom orders will only be replaced if defective and/or damaged. Ensure measurements and specifications are correct when ordering; custom-made orders cannot be refunded or exchanged if incorrect sizes were provided by you.
- Perishables (frozen, refrigerated and ambient temperature-sensitive products) unless expired or defective on date of purchase.
- Pantry (shelf-stable) products with less than 14 days’ shelf life and/or not in original packaging and/or if packaging is damaged or dented.
- Products sold as marked down (e.g. display, demo, damaged, defective, used or repaired products) where SPAR Zimbabwe disclosed this to you before purchase.
- Swimwear, underwear, socks, shavers, toothbrushes and certain health, beauty and personal care products.
- Airtime, gift cards, electronic vouchers, content cards and/or coupons.
- Baby food and related baby care products (subject to applicable law).
- Medication and supplements.
- Open alcohol.
- Books.
- Mattress protectors.
- Products containing hazardous substances (e.g. fuel).
- SPAR products purchased on third-party platforms must be returned via that third party’s returns process and cannot be returned to a SPAR Zimbabwe store.
Faulty products
You cannot claim fault or defects that were caused by:
- Lightning or power surges
- Misuse or abuse of the product
- Use for a purpose other than that for which the product was manufactured
- Use contrary to the instruction manuals
- Accidental or negligent damage after you took possession of the product
If none of the above apply and the product is faulty or has broken, visit your nearest SPAR Zimbabwe store return counter or contact customer care. If you transport the product back to the store, SPAR Zimbabwe is not liable for any damage incurred in transit. For large, bulky or installed products, we may require an on-site assessment and may send a technician to assess the product.
Within 6 (six) months from purchase
After your request is processed, the product will be assessed (in store or at the supplier/customer premises). Based on the fault, SPAR Zimbabwe will process a repair, replacement or refund. Products that are under warranty or found to be materially defective and are returned within 6 (six) months from date of purchase/delivery for repairs may carry an additional 3 (three) months guarantee on the repair work.
After 6 (six) months from date of purchase – supplier/product warranty
After the request is processed, the product will be assessed in store or at the supplier/customer premises. Based on the fault and product warranty terms, the supplier may approve a repair, replacement or refund. Repairs can take up to 21 (twenty-one) business days. SPAR Zimbabwe will keep you updated on the status of your repair.
Where there is no supplier/product warranty
If your product is no longer under warranty and an extended warranty was not purchased, you will be liable for the cost of repairs if you wish to repair the product through SPAR Zimbabwe. Where the supplier must inspect the product to provide a quotation and you elect not to proceed with the repair, the supplier may charge an inspection labour fee before the product is returned to you.
Extended warranty
If you have purchased an extended warranty, visit your nearest SPAR Zimbabwe store or contact customer care to log a claim, which may result in a repair or refund. A refund is at the insurer’s discretion (SPAR Zimbabwe acts as intermediary) and is subject to the extended warranty terms. An extended warranty can typically only be purchased within 30 (thirty) days from the date of purchase. For more information, visit your nearest store or contact us.
Where SPAR Zimbabwe elects to replace the product
If after assessment a replacement is approved, you will be provided with the same product. If the product is still in your possession, SPAR Zimbabwe reserves the right to collect the faulty product once replaced, and you waive all right and title to the faulty product once replaced.
If the replacement product is sold at a higher price than your purchase price, or the same product is no longer available (e.g. discontinued or out of stock), you may be offered a similar product and required to pay the difference, or you may elect a refund instead.
Contact us
For any queries, please contact SPAR Zimbabwe customer service by email at contact@spar.co.zw or through your nearest SPAR Zimbabwe store.