Returns and refunds
What we do and do not take back, and how to ask us for help.
Last updated 30 October 2026
Draft for Muchie to review, removed before launch. Your rule is: factory defects are replaced, change of mind is not refunded. Amber tags are decisions only you can make. Not legal advice: have it checked before launch.
Covered fault? We replace it under the warranty. Changed your mind? We do not refund, exchange or take the item back.
If you changed your mind
We do not refund or exchange an item that works properly, even if you changed your mind a day or two after buying. Please check the product details and ask us on WhatsApp before you pay.
If your item is faulty
We replace an item when the fault is covered by the 3-month non-human error warranty, for example a factory defect, or a software fault on items that run software. We do not take back or replace an item damaged by improper charging, wear and tear, misuse, negligence, modification, an unsuitable physical or operating environment, power surges, or improper handling or maintenance. See the warranty page for what is covered.
How to ask us
WhatsApp Us or bring the item to the shop. Tell us your name, what you bought, and what is wrong. A photo or short video of the fault helps. You must show your GenX receipt as proof that you bought the item from us. We issue paper receipts, and digital receipts are coming soon.
Damaged or wrong item on delivery
Tell us on WhatsApp as soon as you open it. Please tell us within 3 days of receiving your order.
Prescription lenses and sourced items
Prescription lenses are made for you, so we cannot take them back or refund them. The only exception is if we supplied the wrong type of lens. Items we source for you on request are not returnable once ordered. The only exception is if we deliver the wrong item.
Your rights
This page does not take away any rights you have under Zimbabwean law.