Refunds & Returns Policy

1. Return Eligibility

We accept returns under the following conditions:

• The return request is made within 14 days of the purchase or delivery date.

• The item is unused, undamaged, and in its original packaging.

• You have proof of purchase (order confirmation email, receipt, or order ID).

We are unable to accept returns for:

• Items that have been installed or partially assembled.

• Products that have been damaged after delivery due to mishandling or incorrect installation.

• Custom or special-order items that were ordered specifically for you.

• Items returned more than 14 days after the purchase or delivery date.

2. Damaged or Faulty Items

If your item arrives damaged or with a manufacturing defect, please contact us within 48 hours of receiving the goods. Send clear photos of the damage to sales@edenvine.co.zw or WhatsApp us on +263 77 243 4912. We will arrange a replacement or full refund at no additional cost to you.

3. How to Initiate a Return

To start a return, please follow these steps:

1. Contact us — Email sales@edenvine.co.zw or call +263 77 243 4912 with your order ID and reason for return.

2. Receive authorisation — Our team will review your request and confirm whether the return is eligible. Do not send goods back without prior authorisation.

3. Return the item — Bring the item to our showroom at 12 Aintree Circle, Belvedere, Harare, or arrange a courier. Return shipping costs are the responsibility of the customer unless the item was faulty or incorrectly supplied.

4. Refund or exchange — Once we receive and inspect the item, we will process your refund or exchange within 5–7 business days.

4. Refund Method

Refunds are issued using the same payment method used for the original purchase. If payment was made by cash or mobile money, we will arrange a refund transfer to your nominated account. We do not issue cash refunds at the showroom for online orders.

5. Exchanges

If you would like to exchange an item for a different size, colour, or model, please contact us. Exchanges are subject to stock availability. Any price difference will be charged or refunded accordingly.

6. Warranty Claims

Many products carry a manufacturer's warranty. If a product develops a fault within the warranty period after installation, please contact us with your proof of purchase and a description of the fault. We will liaise with the supplier on your behalf.

7. Contact Us

For any queries about a return or refund, please reach out to us:

• Email: sales@edenvine.co.zw

• Phone / WhatsApp: +263 77 243 4912

• Showroom: 12 Aintree Circle, Belvedere, Harare, Zimbabwe

• Hours: Mon–Fri 8:00 am – 4:00 pm · Sun 10:00 am – 3:00 pm