Refunds and returns

If you paid for a phone through Chitemere Wireless and it does not match its listing, you have seven days from the day you received it to ask for a refund. Tell us inside that window and we will hold the payment while it is sorted out.

A phone does not match its listing if its storage, battery health, network lock, condition or model are different from what was published, if it does not power on, or if it turns out to be reported stolen or carrier blocked.

A full refund of what you paid, including any delivery charge, applies when the handset is materially different from the listing, when it never arrives, or when the seller cancels after you have paid.

Send the phone back in the condition you received it, with anything that came with it. Where the fault is the seller’s, return postage is theirs to cover.

Changing your mind is not a fault. A used phone sold accurately, at the condition and battery health stated, is not returnable simply because you found something you prefer.

Damage caused after you received it, a screen cracked in your pocket or water damage, is not refundable. Neither is a device you have had unlocked, repaired or modified by somebody else, because at that point nobody can tell what the original condition was.

Cosmetic wear consistent with the stated condition is not a fault. A phone listed as Used is expected to look used.

Where you meet the seller and pay them directly, the money has never passed through this site, so there is nothing here to refund. That is the honest position and it is why we ask you to check the handset in front of the seller before any money changes hands.

Check that it powers on, that the storage and battery health match the listing, and that it is not asking for somebody else’s account. Once you have walked away with it, the sale is between you and that seller.

We will still act on the seller. Report it and we can suspend the account, remove the listings and pass what we hold to the authorities, but we cannot return money we never held.

Once a refund is agreed, the money is released back to the card or wallet it came from. Banks and mobile money providers set their own timing from there, which is usually a few working days and occasionally longer.

Refunds always go back the way they came. We cannot send a card payment out to a different account.

Message the seller through the site first, so the conversation stays attached to the listing and we can read it if we need to. If that does not resolve it, email wireless@chitemere.co.zw or call +34 663 114 078 with the order number and photographs of the problem.

Keep the thread on the site. The messages are the record of what was agreed, and a dispute settled from a WhatsApp conversation nobody else can see is a dispute we cannot help with.