RETURN AND EXCHANGE POLICY (ZILOOM)

At Ziloom your satisfaction is a guarantee. If you are not satisfied with your purchase, we will take back sold product/s within seven (7) days from the date of collection or Home Delivery of the product/s. The return & exchange is subject to the following terms and conditions.

For Return & Exchange of product/s, Customer to visit any nearest pickup spot or warehouse, call Ziloom Helpline Number (650269971), or e-mail us on support@ziloom.com for assistance. For Market Place product/s, please refer to the section – Return and Exchange Policy – Market Place.

  1. The product/s should be accompanied by the original Sales Invoice for Return and Exchange.
  2. The product/s must be in unused and unopened condition, with all the original packaging material, accessories, manuals, registration cards, free of cost (FOC)/bundled product/s and promotional vouchers.
  3. The Return and Exchange are not applicable :
    1. If the packaging is incomplete or product damaged or scratched.
    2. Customized/special order product/s cut cable/wire, apparels, personal care, and hygiene product/s.
    3. Online Activation Code is scratched or redeemed.
    4. The device is having an activation/password lock, Find My iPhone (FMIP) Find My Mobile (FMM) or Find my Device (FMD) is activated.
    5. If the VAT is refunded against the Invoice.
  4. If the packaging has minor soiling or is opened and the product is not defective, unused, with no visible scratches or marks observed on the product or the packaging; the product will be taken back with a Restocking Fee of a minimum of 15% or as applicable while making return or exchange. For Major/Medium Home Appliance/s and Large panel/s, the restocking fees will apply after the review of the authorized service partner.
  5. Return or Exchange on Major/Medium Home Appliance, Large panel Audio/Video product/s will be done based on the manufacturer’s authorized service center’s investigation report and approval.
  6. For Dead on arrival (DOA)/not functioning as per operational manual/falling short of declared product specifications will be exchanged, or returned:
    1. After it has been verified by our personnel or manufacturer’s authorized service center technician, as applicable.
    2. The process can take up to four business days. Return/Exchange will be done only after the investigation/technical report.
  7. If the product returned, has any data or information stored in the memory or storage device, Ziloom will not be responsible for the transfer of such data or information to another product given to the customer as an exchange, or for the loss of any data or information still residing on the returned product.
  8. Product/s purchased through credit/debit card will be refunded ONLY to the same credit/debit card used for the transaction. A refund for product/s purchased through any kind of Gift Cards, Points, etc. will be refunded through ziloom Gift Card.
  9. Service, delivery, and installation charges are non-refundable once performed and acknowledged by the Customer.
  10. Customer to inspect product/s PRIOR to signing the Proof of Delivery (POD) document and before the delivery agent’s departure. Any product/s delivered, signed and/or accepted and subsequently reported damaged or broken such claims will not qualify for return & exchange or Warranty Terms and conditions.
  11. Extended warranty/Damage Protection Plans are subject to return if the product/s is/are returned during the manufacture warranty period.
  12. Store Management will act as per the above policies and Store Management’s decision will be treated as a final decision.
 

RETURN AND EXCHANGE POLICY (Marketplace)

  1. The product/s must be in unopened/sealed condition.
  2. Fragrance, Perfume, Cosmetic, Apparel, Linen, Stationary, Personal Care, Hygiene product/s, Online activation card, Customized/special order product/s (e.g. assembled/tailormade furniture), cut cable/wire are not applicable for return or exchange if packaging if opened or used. Anomalies if any can be reported through Ziloom compliant channels mentioned above.
  3. Supermarket product/s, consumable good/s, fresh food/s must be returned within 24Hrs. Non-Consumable good/s must be returned within seven days.
  4. For Dead on arrival (DOA)/not functioning as per operational manual/falling short of declared product/s specifications will be exchanged, or returned:
    1. After it has been verified by the Seller.
    2. The process can take up to seven business days from the date of collection. Return/Exchange will be done only after the investigation/technical report.
  5. Return or Exchange on Major/Medium Home Appliances, Large panels, Furniture, Home Decor, linen, Fitness equipment, Travel, Sunglasses, Watch and Audio/Video product will be done based on the Seller’s investigation report and approval.
  6. Customer to inspect product/s PRIOR to signing the Proof of Delivery (POD) document and before the delivery agent’s departure. Any product/s delivered, signed and/or accepted and subsequently reported damaged or broken such claims will not qualify for return & exchange or Warranty Terms and conditions.
  7. All refunds will be processed to the Customer post the quality check is carried out after the return of the product/s. 
 

WARRANTY TERMS & CONDITIONS

  1. The warranty tendered hereunder, on the product/s sold under this invoice has been provided exclusively by their respective Authorized Agents/Distributors/Seller and is limited to Cameroon regions only or otherwise mentioned as per the warranty conditions as carried along with the product/s or mentioned on the Invoice/Website. In instances where products are bought through a seller (Marketplace), the terms of the respective seller’s warranty will apply.
  2. Customers to ensure data and information on the devices are backed up and device locks, find my iPhone (FMI), Find My Mobile (FMM) or Find My Device (FMD) are de-activated before handing over for service.
  3. Primary responsibility for warranty service rests with the brand owner/supplier or Marketplace Seller and Ziloom.com is a facilitator only.
  4. Accessory, Battery, Printhead, Perfume, Toy, Stationary, Furniture, Home Decor, Linen, Apparel, Cosmetics, Grocery, and any Consumable product/s are not covered under warranty.
  5. Warranty becomes invalid if the product/s has been opened or tampered by an unauthorized service center, Liquid, or Physical Damages.


Refunds

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 original method of payment, within a certain amount of days.


Late or missing refunds

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 support@ziloom.com.


Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email  and send your item to the nearest pickup spot.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should send your product to our nearest pickup spot. 

You will be responsible for paying for your own shipping costs for returning your item. 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.

Need help?

Contact us at support@ziloom.com for questions related to refunds and returns.

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