ZANA Purchasing, Shipping & Refund Policy
Last updated 20/08/2026
By placing an order through ZANA, you agree to the terms below.
1. How ZANA orders work
ZANA helps customers purchase products from suppliers in China and deliver them to Rwanda.
The process is:
Customer places order → Customer pays → ZANA purchases products → Products arrive in China → Products are consolidated → Parcel is weighed → International shipping → Rwanda → Local delivery.
ZANA only purchases products after the customer's payment has been successfully confirmed.
2. Estimated delivery time
The normal estimated delivery time is:
2–4 weeks
The estimated period begins after ZANA confirms receipt of the customer's payment.
The 2–4 week timeframe is an estimate, not a guaranteed delivery date.
Delivery may take longer because of circumstances outside ZANA's reasonable control, including:
Supplier delays
Product availability Chinese holidays Flight or transportation delays Customs clearance Weather Public holidays Logistics disruptions Other unforeseen circumstances
ZANA will provide order-tracking updates whenever relevant information becomes available.
3. Product prices
The product price displayed by ZANA is the amount charged for the product through ZANA.
Product prices may change before an order is paid because supplier prices and exchange rates can change.
Once payment has been successfully confirmed, ZANA will use the paid amount to process the order according to the order confirmation.
4. China domestic shipping
Some products require transportation from the supplier to ZANA's China consolidation location.
This cost is called:
China domestic shipping
Where applicable, this cost is included in the customer's estimated order total.
5. International shipping
International shipping is calculated for the entire shipment, not separately for every product.
For example, if a customer purchases:
1 bag
4 hairpins 2 shirts 1 pair of trousers
these products may be consolidated into one international parcel.
The international shipping cost is therefore based on the shipment's chargeable weight and/or the applicable logistics provider's pricing method.
6. Estimated international shipping
Before the products are purchased and physically weighed, international shipping is an estimate.
For example:
Estimated shipment weight: 5.0 kg
Estimated international shipping: 123,750 RWF
The estimate may include a reasonable safety margin to reduce the likelihood of unexpected additional payments.
ZANA does not intentionally overcharge customers. If the final cost is lower than the amount estimated and paid, the difference will be handled according to the wallet/refund policy below.
7. Final shipping calculation
After the customer's products arrive at ZANA's China consolidation location, the products are consolidated and the parcel is weighed.
ZANA then determines the actual/chargeable shipping cost.
There are three possible outcomes.
A. Final cost is lower
Example:
Estimated: 123,750 RWF
Actual: 115,000 RWF
Difference:
8,750 RWF
The difference will normally be credited to the customer's ZANA Wallet.
🎉 Your final shipping cost was lower than estimated. 8,750 RWF has been credited to your ZANA Wallet.
B. Final cost is slightly higher
If the difference falls within ZANA's applicable shipping protection/buffer, ZANA may absorb the difference.
The customer will not be asked for additional payment in such cases.
C. Final cost is significantly higher
If the final cost exceeds the applicable protection/buffer:
Estimated shipping: 120,000 RWF
Final shipping: 140,000 RWF Additional amount: 20,000 RWF
The customer will be notified and asked to pay the difference before the parcel can be shipped internationally.
8. Additional payment
When additional payment is required, the customer will be given a defined period to complete the payment.
For example:
72 hours
The exact deadline may be shown in the customer's order.
If the customer pays the difference:
Order continues → International shipping → Rwanda delivery
If the customer cannot or does not want to pay the difference, the customer may request cancellation, subject to the cancellation and refund terms below.
9. What happens if the customer cannot pay the additional amount?
If the customer cannot pay the additional shipping amount, ZANA will not simply discard the customer's order.
The order may be placed on hold while ZANA processes cancellation and product returns where economically possible.
ZANA will attempt to return eligible products to the supplier.
However, supplier returns may involve costs.
10. Product return costs
The current estimated supplier return cost is approximately:
¥7 per product
This amount may change depending on the supplier and return conditions.
If returning a product costs more than the value of the product, ZANA may determine that returning the product is not economically reasonable.
For example:
Product value: ¥3
Return cost: ¥7
Returning the product would cost more than the product itself.
In such cases, ZANA may choose to:
Resell the product
Donate the product Dispose of the product appropriately
The customer should not be charged a return cost that ZANA did not actually incur.
11. Cancellation after ZANA has purchased the products
Because ZANA purchases products using the customer's payment, cancellation after purchasing has begun may result in costs.
Depending on the circumstances, the customer's refund may be reduced by applicable costs such as:
Supplier return costs
Non-refundable logistics costs Payment/refund processing costs Other costs that ZANA has already incurred and cannot recover
Any applicable deductions should be clearly communicated to the customer.
12. Refund calculation
Example:
Customer originally paid:
100,000 RWF
Applicable supplier return costs:
4,000 RWF
Refund processing fee:
800 RWF
Refund:
100,000 − 4,000 − 800 = 95,200 RWF
The customer will see the refund breakdown before the refund is processed.
13. Refund processing fee
ZANA's initial refund-processing fee is:
800 RWF
This fee may change over time based on actual payment-provider and refund-processing costs.
The applicable fee at the time of the refund will be shown to the customer.
14. ZANA Wallet
When the final cost of an order is lower than the amount estimated and paid, the difference will normally be credited to the customer's ZANA Wallet.
Example:
Amount paid: 150,000 RWF
Final cost: 143,500 RWF Wallet credit: 6,500 RWF
Wallet funds can be used toward future ZANA purchases, subject to ZANA's wallet terms.
15. Service fee
ZANA may charge a service fee for facilitating the purchasing and logistics process.
The service fee is an order-level fee, not a fee charged separately for every product.
For example:
4 products
1 customer order 1 service fee
The applicable service fee will be shown clearly before payment.
16. Order tracking
Customers can track their orders through ZANA.
The order may move through statuses such as:
Order placed
Payment received Order confirmed Products being purchased Products purchased Waiting for products Products received in China Preparing shipment Parcel weighed Shipping confirmed Shipped from China In transit to Rwanda Arrived in Kigali Customs clearance, where applicable Ready for local delivery Out for delivery Delivered
Not every order will necessarily display every status.
17. Changes to orders
Once ZANA has purchased a product from a supplier, the customer may not always be able to modify or cancel that product.
Customers should contact ZANA as soon as possible if they want to make a change.
ZANA will try to accommodate changes when possible, but cannot guarantee that changes can be made after purchasing has started.
18. Product availability
Sometimes a supplier may become unable to provide a product after the customer has paid.
This may happen because:
The product is out of stock
The supplier cancels the order The product becomes unavailable The supplier changes the product conditions
If ZANA cannot obtain the product, ZANA will notify the customer and provide an appropriate resolution, such as a refund or wallet credit, depending on the circumstances.
19. Damaged or incorrect products
Customers should inspect their products when they receive them.
If a product arrives:
Damaged
Incorrect Missing Significantly different from what was ordered
the customer should contact ZANA as soon as possible and provide appropriate evidence, such as photos or videos.
ZANA will investigate the issue and determine the appropriate resolution based on the circumstances and the supplier/logistics provider's policies.
20. Customer responsibility
Customers are responsible for providing:
Correct name
Correct phone number Correct delivery address Correct product selection Correct product specifications, such as size/color/variant Any other information required to complete the order
ZANA is not responsible for delivery problems caused by incorrect information provided by the customer.
21. Customs, taxes and regulatory charges
Where applicable, customs duties, taxes, clearance charges or other government-imposed fees may apply.
Any such charges that are not already included in the displayed order price will be communicated to the customer when reasonably possible.
ZANA does not control government-imposed customs charges.
22. Important pricing principle
ZANA will show customers the costs that make up their order before payment.
A typical order may contain:
Cost Example
Goods 13,196 RWF China domestic shipping 2,700 RWF International shipping 123,750 RWF ZANA service fee 500 RWF Kigali delivery 2,000 RWF Estimated total 142,146 RWF
The customer should always be able to understand what they are paying for.
23. Changes to this policy
ZANA may update this policy as its services, logistics partners, payment providers and operational costs change.
The latest version will be made available through the ZANA platform.