First, we recommend you drop us a line on support@kirbybrowne.com or call us on +263 772 413 346 to see if we can solve your issue and save you the trouble of returning your item.

If you’ve had it less than 14 days…

We’ll happily return or exchange the item. If the item is faulty, you’ll get the choice of a repair, replacement or refund.
If you had it delivered… and your item is faulty or damaged by us (during the delivery process), and you return the full order, we’ll refund the delivery charge, if you paid one, as well as the item cost.

If you’ve had it for more than 14 days…up to 12 months

We’ll assess what’s wrong and then, if possible, we may arrange for it to be repaired
If it’s faulty, we’ll fix it, replace it or give you all or some of your money back depending on how long the product might reasonably be expected to last. But after 6 months we might need you to prove that it was faulty at the time when you bought it, collected it or had it delivered.

We’re afraid wear and tear isn’t included.

Returning something to us is simple, email shipping@kirbybrowne.com or call +263 772 413 346. Specifics depend…

• We'll pick it up free of charge from within Greater Harare.
• You can drop it off with us.
• We can organise to get it shipped back via a courier. Please note that courier return shipping fees will be for your expense and prior to sending please ensure you get a return reference number from our customer service reps.

As soon as we receive the item back to the DIY.co.zw warehouse, we’ll start the refund. However, it may take 5 - 7 days for your bank to process the money back to your account. All refunds will be processed within 14 days.

Yes, within the first 14 days. Thereafter directory listings are not refundable as they are sold for a specific time period. If you wish to discontinue your listing you can choose not to renew your listing when your next renewal comes around.

Any of these:

• confirmation email
• e-receipt
• your order number

If you can’t find one of the above, don’t worry. We should be able to sort everything out if you have:

• your card / bank statement
• the email address used to buy your item

As soon as we get the item back, we'll sort out your refund or replacement. Just allow up to two weeks for shipping time - as soon as we have it we'll start the refund. It may take 5-7 days to appear in your account (depending on your bank).

You’ll need to send back any freebies, special offer / discounted products you got in conjunction with the original item. Otherwise, we’ll have to take it off the refund amount. For example, if you bought 2 items costing USD20 each on a buy 2 for USD30 offer and return only one, we’ll charge you USD20 for the one you kept and refund you USD10.

Unless they’re faulty, some items can't be exchanged or refunded. These are identified on our website under “small print”.

If the item is faulty or damaged and returned with 14 days - yes, less bank charges incurred. If however the item is returned for any other reason or returned after 14 days we will not be able to refund this cost.