Returns & Refunds

Cancelling before Tengaikoko has bought the item is a full refund. If we cannot supply the item, you get a full refund of what you paid. In-stock items cancelled before dispatch are refunded in full.

A special order cancelled after Tengaikoko has bought the item is refunded less a cancellation fee of $25. That fee is charged only in that case. That fee is the only deduction. After dispatch, the order cannot be cancelled. Our returns policy applies.

• Report it within 7 days of delivery or collection, with photos or a video, through the Track order page (Request a return) or Support.
• If a unit is dead on arrival, we first repair it at a trusted Harare repair partner, at our cost. If it cannot be repaired, we swap it for a like-for-like unit from stock. A refund happens only after the unit is returned. Drops, liquid damage and physical damage are excluded. There is no fee. The full rule is in section 7 of our Terms.
• If the item is the wrong one, we replace it or refund you after it comes back. There is no fee.
• Please keep all original packaging, accessories and the device unlocked/signed out of iCloud or Google accounts.

Please contact us before you order if you may want a change-of-mind return.

Each pre-owned or open-box unit is inspected, graded and recorded by its IMEI or serial number before sale. If it doesn't match its listed condition, report it within 7 days for a refund or exchange. Returned units must match the IMEI/serial we recorded.

• Where to send it: Our Zimbabwe returns address is to be confirmed. Message us on WhatsApp before sending anything and we'll tell you where to bring or send it. WhatsApp: +1 (771) 222-2695.
• Inspection: when your return arrives we inspect it, check the IMEI or serial number against our records, and grade its condition. We send you the result, with photos if anything is wrong, before we finalise your refund.
• Dead on arrival: no fees. We repair it first at a trusted Harare repair partner. If it cannot be repaired, we swap it for a like-for-like unit from stock. A refund happens only after the unit is returned. Drops, liquid damage and physical damage are excluded. We cover the return cost.
• Wrong or not as described: no fees and no deductions. We replace it or refund you after it comes back, and we cover the return cost.
• Change of mind: if we accept a change-of-mind return and the item is unopened, there is no fee. If it has been opened, a restocking fee (we'll tell you the exact amount before you send it back) may apply. We tell you the amount before you send it back.
• Other deductions are only for missing accessories or parts, or for damage you caused after delivery. We list each deduction and its amount, with photos, and you can dispute it with us.

When a holding fee applies, it is not refunded unless the problem was our fault. This fee applies only to a pickup order that is not collected within the free period, or after a door-delivery attempt fails and the order is still with us. A completed door delivery does not incur this fee. These rules match section 11 of our Terms. Lay-by plans follow the cancellation terms on our Payment plans page.

Refunds go back through PayPal after we approve the return. PayPal is the only payment method we use.