Govt Cracks Down On ‘Runners’, Declares ‘No Refund’ Signs A Criminal Offence
The Zimbabwean government has issued a strong warning to unscrupulous “runners” and retail shops, declaring that the ubiquitous “No Refund” signs plastered on their walls are not just illegal, but a criminal offence that will land owners in the dock.
In a move that has sent shockwaves through the informal and formal retail sectors, authorities have confirmed that the days of ripping off customers with bogus return policies are over. The crackdown follows the official approval of the new Consumer Protection Policy (2026–2030), which explicitly outlaws these deceptive trade practices and empowers shoppers to fight back.
Minister Declares ‘No Refund’ Signs Legally Void
Industry and Commerce Minister Mangaliso Ndlovu pulled no punches when addressing the legality of the signs, confirming that many business owners are unknowingly breaking the law.
“Some people do not know that it is illegal to put a disclaimer that there is no refund,” Minister Ndlovu stated bluntly.
He made it clear that ignorance of the law is no excuse, and that consumers now have the power to take direct action against errant retailers.
“It is illegal, and if there are people who are doing that, an informed consumer is advised to notify the authorities, it could be police, it could be ourselves as the ministry, so that we can prosecute such businesses,” the Minister warned.
This strong stance targets the widespread practice among local “runners”—informal traders dealing in clothing, electronics, and kitchenware—who have long used these signs to refuse returns on faulty goods. The warning also extends to mobile phone shops that have been imposing arbitrary three-day guarantees, which the government insists have absolutely no legal standing.
While the hammer is coming down on most retailers, the Minister did highlight a strict, narrow exception rooted in public safety.
“It’s only in the health sector that it is acceptable, because you can’t take a drug and then you want to return it,” he added. “It cannot be consumed by other people.”
New Policy Shakes Up Consumer Protection
The crackdown is part of a broader governmental overhaul of consumer rights. The newly approved Consumer Protection Policy (2026–2030), introduced by Finance Minister Professor Mthuli Ncube, is designed to tear down the legislative and institutional gaps that have allowed unfair trading to flourish.
According to a statement read by Information Minister Dr Zhemu Soda following Tuesday’s Cabinet meeting, the policy is a game-changer for the average Zimbabwean consumer. It aims to slam the door on restrictive trade practices, particularly in the electronics and retail sectors, which have seen a surge in complaints.
“The Consumer Protection Policy closes the existing legislative and institutional gaps, strengthens coordination among agencies and promotes fair, transparent and accountable practices across all sectors of the economy,” Dr Soda announced.
The new framework is built on several strategic pillars designed to fortify the market. These include beefing up institutional architecture, establishing clear dispute resolution mechanisms, and enforcing strict product safety and quality standards. Crucially, it also targets the plague of counterfeit and illicit trade, which has flooded the market with substandard goods.
“The pillars entail, among other objectives, strengthening consumer protection institutions; intensification of ongoing market compliance checks; enforcement of consumer rights and welfare through clear dispute resolution guidelines; the establishment of a dedicated Anti-Counterfeiting Framework; and the rollout of comprehensive consumer education programmes,” Dr Soda detailed.
Other key actions under the policy include a review of laws governing digital transactions and the reinforcement of the Consignment-Based Conformity Assessment system to prevent dodgy imports from entering the country. The government’s message is clear: the consumer is now king, and businesses that fail to adapt will face the full wrath of the law.
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