🔁 Zitt Communications — Returns, Replacement & Refunds Policy

Effective Date: 31st December 2025 | Version 3.0 Owner: Operations/Logistics Lead

This policy applies to all orders placed via zitt.com.ng, WhatsApp, or phone. It works alongside (but is separate from) the Shipping & Nationwide Delivery Policy — delivery-stage inspection (COD doorstep checks, transit damage) is covered there; this document governs everything after an order has been accepted by the customer.

1. 📋 Overview

Zitt Communications ("Zitt", "we", "us") stands behind the authenticity and quality of every radio and gadget we sell. This policy explains what can be returned, when, how, and how refunds are processed — so both the customer and Zitt know exactly where they stand.

2. 🛡️ 7-Day Replacement Guarantee

• All products come with a 7-day Replacement Guarantee from the date of confirmed delivery, covering factory faults only — manufacturing defects that were present in the item as sold, not caused by the customer.
• This guarantee is not a general right of return. It does not cover:
  
  • Physical damage caused after delivery (drops, water damage, cracked casing, etc.)
  • Misuse, unauthorized repair, or tampering
  • Normal wear and tear (e.g., battery capacity decline over time)
  • Accessories or consumables not defective on arrival (cables, batteries, cases) unless the fault is factory-original

3. ✅ What Qualifies for a Return

3a. 🔄 Wrong Product Delivered — Detailed Resolution Process

This section expands on the "Wrong item delivered" row in Section 3 above, covering exactly how Zitt resolves the specific situations that can arise when the product received doesn't match the product ordered.

Reporting window: As stated in Section 3, a wrong-item claim must be reported within 7 days of delivery.

Investigation window: Once reported, Zitt will investigate and resolve the claim — by refund or replacement — within 7 business days of the report being made. This period allows us to verify the order, confirm what was shipped, and determine the correct resolution.

How the resolution is determined depends on what was actually delivered:

1. Wrong product delivered, customer rejects it entirely
The customer may reject the item outright. Zitt will arrange a replacement with the correct, originally-ordered product, or issue a full refund, per the customer's preference and subject to stock availability.

2. Wrong product delivered is a direct upgrade on the item ordered
An upgrade is determined strictly by price and by the official product specification sheet.
- If the customer chooses to keep the upgraded product, they will pay the balance between what was already paid and the price of the upgraded product delivered. Once this balance is settled, the order is considered fulfilled with the upgraded item.
- If the customer declines to keep the upgraded product — even where a discount is offered on the balance owed — Zitt will provide a replacement with the correct, originally-ordered product within the resolution period above.

3. Wrong product delivered is a lower-spec (downgraded) item than what was ordered
A downgrade is determined strictly by price and by the official product specification sheet.
- If the customer chooses to keep the downgraded product, Zitt will refund the price difference between what was paid and the price of the downgraded item delivered.
- If the customer declines to keep the downgraded product, Zitt will provide a replacement with the correct, originally-ordered product within the resolution period above.

Shipping costs under this section:

- Return shipping:
- If the customer notifies Zitt of the wrong product within the 7-day reporting window, Zitt will bear the full cost of return shipping.
- If the customer fails to notify Zitt within the 7-day window, the customer will bear the cost of return shipping.

- Delivery shipping (replacements or correct items):
Under all conditions in this section, Zitt will bear the full cost of delivery shipping.

Resolution method: Whether the outcome is a refund or a replacement, it follows the same method and timeline set out in Section 6 (Refunds) of this policy — refunds are issued to the original payment method, and replacements are dispatched under the standard delivery terms in the Shipping & Nationwide Delivery Policy.

4. 🚫 What Does Not Qualify for a Return

• Items reported as accepted and undamaged at COD doorstep inspection (per the Delivery Policy, that inspection is the customer's opportunity to check the item before paying — acceptance at that stage closes the "wrong item / visibly damaged" claim route, though the factory-fault guarantee in Section 2 still applies).
• Items reported more than 7 days after delivery, for any claim type (factory fault, wrong item, or transit damage past its 24-hour window).
• Custom-configured, programmed, or firmware-flashed radios, unless the fault is unrelated to the customization.
• Items without a valid order number or proof of purchase from Zitt.
• Change-of-mind or "no longer wanted" requests — Zitt does not accept returns for reasons other than factory fault, wrong item, or transit damage.

5. 🛠️ How to Request a Return

1. Contact us via WhatsApp (09113001960 / 09115665493) or email (support@gmail.com) with your order number, a description of the issue, and clear photos/video of the item (and packaging, if transit damage).
2. Assessment — Zitt's Customer Support team reviews the claim against Sections 2–4 above and confirms whether it qualifies, typically within 2 business days.
3. Return shipping — for approved claims (factory fault, wrong item, or transit damage), Zitt arranges and pays for pickup, or the customer may ship the item to the address below at Zitt's cost (reimbursed on approval): Zitt Logistics Suite 3, Kembi Igbore Plaza, Alishiba Bus/Stop, Sango-Otta, Ogun State 📞 08143910261 (Attn: Zitt Logistics — please include your order number on the package)
4. Inspection on receipt — Customer Support, working with Zitt Logistics, inspects the returned item within 2 business days of receipt to confirm the reported condition.
5. Resolution — replacement is dispatched, or refund is processed, per Section 6.

6. 💰 Refunds

• Refund method: refunds are issued to the original payment method (Paystack/bank transfer) used at checkout. For COD orders where only a deposit was paid, the deposit is refunded the same way; no cash refunds are issued in person.
• Refund timeline: processed within 7 business days of the returned item passing inspection (Section 5, Step 4).
• Refunds are full, with no deductions, for all qualifying claims — factory faults, wrong items, and transit damage.
• If a replacement is preferred over a refund (subject to stock availability), Zitt will dispatch it under the standard delivery terms in the Shipping & Nationwide Delivery Policy, at no extra delivery cost for qualifying claims (factory fault, wrong item, transit damage).

7. ⚖️ Liability Cap

Zitt's maximum liability for any single order — whether resolved by replacement or refund — is limited to the amount the customer actually paid for that order. Zitt is not liable for indirect or consequential losses (e.g., lost income from a professional radio being out of service during the return process).

8. 🙋 Customer Responsibilities

• 📸 Report faults or damage with clear evidence within the applicable window (24 hours for transit damage; 7 days for wrong item or factory fault).
• 📦 Return items securely packaged to prevent further damage in transit back to Zitt.
• 🧾 Retain the order number/proof of purchase — required to process any claim.
• ⏳ Respond to Zitt's requests for additional information/evidence promptly, to avoid delays in resolution.

9. 📞 Contact & Support

📱 WhatsApp/Call: 09113001960 | 09115665493 📧 Email: support@gmail.com 🕐 Support hours: 10am – 4pm (Mon–Sat) For return status, quote your order number.