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Returns & Refunds Policy

Effective Date: June 10, 2026

At LugenZim Tech, customer satisfaction is important to us. We strive to provide high-quality books, eBooks, audiobooks, and other literary products. Because we offer both digital and physical products, different return and refund rules apply depending on the type of product purchased.

1. Digital Products

Digital products include eBooks, PDF files, EPUB files, audiobooks, downloadable content, and other digital publications.

Due to the instant nature of digital delivery, all sales of digital products are generally final and non-refundable once the download link has been issued or the product has been accessed.

However, if you experience any of the following problems within 7 days of purchase, please contact us and we will gladly assist you:

  • You received a corrupted or damaged file.

  • You received the wrong digital product or file format.

  • Your download link does not work due to a verified technical issue.

  • You were accidentally charged more than once for the same purchase.

Where appropriate, we may provide:

  • A replacement download;

  • The correct file format;

  • Store credit;

  • A refund where required by applicable law or where the error was caused by us.

Refunds will not normally be granted for:

  • Change of mind;

  • Purchasing the wrong item by mistake;

  • Compatibility issues with unsupported devices;

  • Disliking the content after purchase.

2. Physical Products

If you purchase a printed book from LugenZim Tech, you may request a return or replacement under the following conditions.

You may return a physical product within 30 days of receiving your order provided that:

  • The book is unused and in its original condition;

  • The book is returned in its original packaging where reasonably possible;

  • Proof of purchase is provided.

If your order arrives damaged, defective, or if you received the wrong item, please contact us within 7 days of delivery and include photographs of the product and packaging.

Once the issue has been verified, we may:

  • Replace the product at no additional cost;

  • Offer store credit;

  • Issue a refund where appropriate.

3. Non-Returnable Items

The following items cannot normally be returned:

  • Downloaded digital products;

  • Personalized or signed books made specifically for you;

  • Products damaged through misuse or improper handling after delivery;

  • Products that have been substantially altered after delivery.

Nothing in this section affects any rights you may have under applicable consumer protection laws.

4. Returning Physical Goods

Unless the return is due to our error or a defective product, you are responsible for the cost of returning physical items.

Returns should be sent to:

LugenZim Tech
15 Tembwe Street
Mutare, Manicaland
Zimbabwe

For your protection, we recommend using a tracked and insured shipping service. LugenZim Tech cannot be responsible for returned parcels that are lost or damaged during transit.

Refunds or replacements may only be processed after the returned product has been received and inspected.

5. Refund Processing

Where a refund is approved, it will normally be processed within 14 to 30 business days, depending on the payment method used.

Refunds will generally be made using the original payment method unless otherwise agreed.

Please note that banks and payment providers may require additional time before the refunded amount appears in your account.

6. Gifts

If a physical book was purchased as a gift and shipped directly to you, any approved return may be issued as store credit or another suitable remedy.

If the gift was purchased by another person and delivered to them before being given to you, any approved refund will normally be made to the original purchaser.

7. Contact Us

If you have any questions regarding this Returns & Refunds Policy or wish to request a return, replacement, or refund, please contact us.

LugenZim Tech

Website: https://www.lugenzim.tech

Email: contact.nephilurie@lugenzim.tech

WhatsApp: +263773785535

We aim to respond to all refund and return enquiries within 2 business days.