Zefix is committed to maintaining professional standards in the supply of automotive spare parts and to addressing customer concerns in a structured and transparent manner. This Complaints and Dispute Resolution Policy establishes the formal process through which customers may raise complaints or disputes in relation to Products or services provided by Zefix.

This Policy forms part of the Zefix Terms and Conditions of Sale and applies to all transactions conducted within the Republic of Ghana.

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Zefix encourages the resolution of disputes through direct and structured communication. Both parties are expected to act in good faith and to cooperate in providing accurate information necessary for fair evaluation.

Informal communications, including social media posts or third-party commentary, shall not constitute formal complaints under this Policy.

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For the purposes of this Policy, a complaint includes:

• Allegations of incorrect product delivery
• Claims of product defect beyond the return window
• Warranty disputes
• Delivery-related disputes
• Payment discrepancies
• Allegations regarding authenticity

General dissatisfaction without supporting evidence shall not automatically constitute a valid complaint.

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All complaints must be submitted in writing through official Zefix communication channels and must include:

• Customer’s full name
• Order number
• Date of purchase
• Detailed description of the issue
• Supporting documentation (photographs, videos, installation invoices where applicable)

Verbal complaints or informal messaging platforms do not initiate the formal dispute process unless followed by written confirmation.

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Upon receipt of a properly submitted complaint, Zefix shall acknowledge receipt within a reasonable period and may request additional documentation where necessary.

Zefix shall conduct an internal review, which may include:

• Verification of order records
• Inspection of returned Products
• Consultation with suppliers or manufacturers
• Review of payment confirmations

Resolution timelines may vary depending on the complexity of the matter, particularly where manufacturer evaluation is required.

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Where a dispute concerns alleged product defects, the matter may be referred to the manufacturer or authorized distributor for technical assessment.

The manufacturer’s determination regarding defect status shall be final and binding for purposes of warranty claims.

Customers must cooperate in submitting Products for inspection at the designated Zefix warehouse in Accra.

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In cases involving alleged unauthorized Mobile Money transactions or payment reversals:

• Zefix shall review transaction logs and delivery confirmations;
• The Customer may be required to provide confirmation from the telecom operator;
• Where fraud is suspected, the matter may be escalated to relevant authorities.

Initiating a payment reversal without prior engagement through this Policy may result in suspension of future transactions.

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Where a complaint is upheld, remedies may include:

• Replacement of the Product;
• Repair (where applicable);
• Refund in accordance with the Returns or Warranty Policy.

Zefix shall not provide remedies beyond those expressly permitted under its published policies and applicable Ghanaian law.

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If a complaint cannot be resolved at the initial review stage, the matter may be escalated internally for senior management review.

Both parties shall attempt to resolve disputes amicably before initiating legal proceedings.

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If amicable resolution fails, disputes shall be governed by the laws of the Republic of Ghana and shall be subject to the jurisdiction of the competent courts of Ghana.

Nothing in this Policy shall prevent either party from seeking lawful remedies available under Ghanaian legislation.

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Zefix reserves the right to reject complaints that:

• Are fraudulent;
• Involve part substitution or tampering;
• Contain abusive or threatening conduct;
• Repeatedly reassert claims already resolved.

Abuse of the complaint process may result in suspension of service.