This Returns and Refund Policy governs all product return requests submitted to Zefix in connection with the purchase of automotive spare parts and related products (“Products”). This Policy must be read together with the Zefix Terms and Conditions of Sale.

Given the technical and safety-sensitive nature of automotive spare parts, Zefix operates a controlled and strictly regulated return framework designed to prevent misuse, installation-related damage, and product substitution fraud.

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Zefix does not operate a “change-of-mind” return policy.

All sales are considered final once the Product has been delivered, except in circumstances expressly provided for in this Policy.

Automotive components, particularly electrical and engine-related parts, are highly sensitive to installation handling, environmental exposure, and tampering. For this reason, return eligibility is subject to strict verification procedures.

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A Product may be eligible for return only under the following limited circumstances:

1. The Product delivered does not correspond with the confirmed Order placed by the Customer;
2. The Product was visibly damaged during transit and such damage is reported within one (2) calendar days of delivery;
3. The Product is demonstrably defective at the time of delivery and the defect is reported within two (2) calendar days of delivery.

All claims must be submitted within two (2) calendar days from the date of delivery. Claims submitted outside this timeframe shall not be considered.

Zefix reserves the right to require photographic evidence, video documentation, or additional supporting materials before authorizing any return.

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The following Products shall not be eligible for return under any circumstances:

• Products that have been installed, connected, mounted, or used in any way;
• Products showing signs of installation, including but not limited to grease marks, scratches on mounting points, broken seals, damaged packaging, tampered labels, or removed protective coverings;
• Electrical or electronic components once connected to a power source;
• Fluids, oils, lubricants, coolants, or chemical products once opened;
• Special-order or custom-sourced Products not regularly stocked;
• Products where VIN, make/model, or complete vehicle identification details were not provided at checkout;
• Products returned in packaging that is damaged, incomplete, or altered;
• Products suspected of part substitution or component swapping.

For avoidance of doubt, a Product shall be deemed “installed” if any physical evidence indicates that the Product has been fitted, attempted to be fitted, or exposed to operational conditions.

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The Customer bears full responsibility for verifying compatibility of the selected Product with their specific vehicle.

Where the Customer fails to provide accurate VIN, make, model, year, engine specification, or variant information at checkout, the Customer shall not be entitled to return the Product on the grounds of incompatibility.

Compatibility information provided on the Platform is for guidance only and does not constitute a warranty of fitment.

Zefix shall not be liable for incorrect selection made by the Customer.

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Returns must follow this procedure:

1. The Customer must contact Zefix within two (2) calendar days of delivery.
2. The Customer must provide Order number, proof of purchase, and supporting evidence (photos or video where required).
3. Zefix will review the request and may approve or reject it at its sole discretion.
4. If approved, the Customer must deliver the Product physically to the designated Zefix warehouse location in Accra.

Zefix does not offer courier pickup services for returns.

Return shipping costs and transportation expenses shall be borne entirely by the Customer, except in cases where Zefix supplied the wrong Product.

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All returned Products are subject to technical inspection upon receipt.

Zefix reserves the right to refuse a refund where:

• Signs of installation are detected;
• Serial numbers do not match original shipment records;
• Evidence of tampering or part substitution is discovered;
• The returned Product differs from the originally supplied item.

Where fraud is suspected, Zefix reserves the right to retain the Product and report the matter to appropriate authorities.

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Where a return is approved following inspection:

• Refunds shall be processed via the original Mobile Money account used for payment;
• Bank transfer may be used where appropriate and agreed;
• Refunds shall not include original delivery charges unless the return is due to Zefix error;
• Refunds shall be processed within seven (7) business days after completion of inspection.

No store credit options are provided.

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Products sourced specifically at the request of a Customer and not normally stocked by Zefix are strictly non-refundable and non-cancellable once ordered.

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Approval of a return shall not constitute admission of liability beyond the purchase value of the Product.

Zefix shall not be responsible for:

• Labour costs associated with installation or removal;
• Loss of vehicle use;
• Indirect or consequential damages;
• Third-party repair expenses.

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Zefix reserves the right to interpret and apply this Returns and Refund Policy at its reasonable discretion, subject to applicable Ghanaian law.