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Returns & Refund Policy

Last Updated: June 16, 2026

At GolfWagen Zimbabwe, we stand behind the quality of our genuine VW and Audi spare parts. We understand that ordering car parts requires precision, and sometimes issues arise. This policy outlines your rights and our commitment to making returns and refunds straightforward and fair.

1. Return Eligibility

✓ Eligible for Return

  • Incorrect Parts: We shipped the wrong part number or incompatible component
  • Defective/Damaged: Parts arrived damaged, faulty, or non-functional (not caused by installation error)
  • Not as Described: Part condition (new/used/OEM) does not match your order
  • Over-ordered: Unopened, unused parts in original packaging returned within 7 days
  • Warranty Failures: Parts that fail within the stated warranty period under normal use

✗ Not Eligible for Return

  • Installed/Used Parts: Any part that has been fitted, used, or shows signs of installation
  • Electrical Components: ECUs, sensors, and electronic modules once packaging is opened (unless defective)
  • Custom/Special Orders: Parts specifically imported at your request and not part of regular stock
  • Damage by User: Parts damaged due to incorrect installation, misuse, or accidents
  • Expired Window: Returns requested after 7 days of delivery/pickup
  • Missing Packaging: Parts not returned in original packaging with all labels intact

⚠ Special Conditions

  • Engine & Gearbox Components: Must be returned within 3 days and accompanied by mechanic's report
  • Body Parts (Nose Cuts, Panels): Must be inspected at our premises before acceptance
  • Liquid/Fluid Products: Seals must be intact; opened containers cannot be returned

2. Return Process

Follow these steps to initiate a return:

1

Contact Us

WhatsApp or call us within 48 hours of discovering the issue. Provide your order number and photos.

2

Assessment

Our team reviews your request and may request additional details or mechanic verification.

3

Approval

We issue a Return Authorization (RA) number and instructions for returning the part.

4

Return

Bring the part to our Harare location or arrange courier delivery within the approved timeframe.

5

Inspection

We inspect the returned part to verify condition and eligibility (typically 1-2 business days).

6

Resolution

Refund processed or replacement dispatched based on your preference and availability.

Important: Do not return parts without a valid RA number. Unauthorized returns will be rejected and returned to you at your expense.

3. Refund Options & Timeframes

Refund Method Processing Time Conditions
Store Credit Immediate Fastest option; usable for any future purchase
Mobile Money (EcoCash/OneMoney) 1-3 business days Refund to number used for original payment
Bank Transfer 3-5 business days Must provide bank details; subject to bank processing
Cash (In-Store) Same day Available only for in-person returns at our premises
Part Exchange Same day (if stock available) Swap for correct/alternative part; price difference adjusted

Refund Timeline

Day 0: You report the issue and request return
Day 1-2: We assess and issue RA number
Day 3-5: You return the part; we inspect it
Day 6-8: Refund processed or replacement sent

4. Warranty Information

All parts from GolfWagen come with specific warranty coverage:

  • Genuine OEM Parts: 6 months warranty against manufacturing defects
  • OEM-Spec (Aftermarket) Parts: 3 months warranty against manufacturing defects
  • Used/Recycled Parts: 30 days warranty (clearly marked at purchase)
  • Electrical Components: 30 days warranty unless otherwise stated
  • Consumables (Filters, Plugs, Belts): No warranty once installed; exchange only for unopened items

Warranty Exclusions: Damage caused by incorrect installation, lack of maintenance, accidents, racing/abuse, or use in non-specified vehicles voids all warranty coverage. Always have parts installed by a qualified VW/Audi technician.

5. Shipping & Return Costs

  • Our Error: If we sent the wrong or defective part, we cover all return shipping costs and provide a prepaid return label or courier collection
  • Customer Change of Mind: Return shipping is at your expense; we recommend using a tracked service
  • Exchanges: We cover delivery of the replacement part if the return was due to our error
  • Local Pickup: Returns can be made in person at our Harare location at no shipping cost

6. Cancellation Policy

  • Before Dispatch: Orders can be cancelled free of charge if the part has not yet left our premises
  • After Dispatch: Cancellation is treated as a return; standard return conditions apply
  • Special Orders: Deposits for imported parts are non-refundable once the order is placed with our suppliers
  • Backorders: You may cancel a backordered item anytime before it arrives; deposit refunded in full

7. Damaged During Transit

If your order arrives damaged:

  • Take clear photos of the damaged packaging and part before opening fully
  • Report within 24 hours of delivery via WhatsApp with photos attached
  • Keep all original packaging materials for courier inspection
  • We will file a claim with the courier and arrange replacement at no cost to you
  • Failure to report within 24 hours may void our ability to claim from the courier

8. Dispute Resolution

We aim to resolve all issues fairly. If you disagree with our assessment:

  • Request a second inspection by a senior technician
  • Provide an independent mechanic's report (at your cost, refundable if we accept liability)
  • We may offer partial refund or store credit as a goodwill gesture in borderline cases
  • Unresolved disputes may be escalated to relevant Zimbabwean consumer protection authorities

9. Contact for Returns

To initiate a return or discuss a refund:

GolfWagen Zimbabwe

Address: Harare, Zimbabwe

Email: info@golfwagen.co.zw

WhatsApp/Phone: [Your Phone Number]

Website: www.golfwagen.co.zw

Returns Hours: Monday - Saturday, 8:00 AM - 4:00 PM CAT

Required for Returns: Original invoice, RA number, and valid ID

We recommend contacting us via WhatsApp for the fastest response. Please have your order number ready.