Bulawayo, (New Ziana)-The Consumer Protection Commission (CPC) has warned businesses nationwide that failure to display prices, selling expired products and putting disclaimers such as “No Returns, No Refunds” are criminals offices punishable by fines of up to US$3,000.
Consumers in the country have long expressed outrage over disclaimers used by shop owners, such as no refunds, no returns, or goods left at owner’s risk.
These practices have been a persistent issue, leading to a raw deal for consumers who often unknowingly purchase defective or inappropriate products.
However, the legal landscape in the country relating to this changed significantly with the enactment of the Consumer Protection Act (CPA) in December 2019.
In an interview on Thursday, CPC director for research and public affairs, Kudakwashe Mudereri said inspectors are intensifying market surveillance and prosecuting offenders in line with the Consumer Protection Act (Chapter 14:44).
“It is an offence for any shop to operate without displaying prices, to sell expired products, or to put up illegal disclaimers such as ‘No refund, no return.’ These violations attract prosecution, and penalties can reach Level 5, that is US$3,000,” he said.
Mudereri said the Commission’s mandate covers enforcement, education, market surveillance and regulation, supported by a team of inspectors appointed under Section 7 of the Act.
He noted that the country had no comprehensive consumer protection law before 2019, despite years of advocacy, until the government pushed for enactment of the Consumer Protection Act.
“Consumers used to complain that rights were talked about but not enforceable. The 2019 Act changed that. Now we have a law, and we have an authority empowered to act,” Mudereri said.
During inspections, he said CPC teams check compliance with labelling requirements, provision of receipts, underweight packaging, price visibility and product safety standards.
Mudereri pointed out that illegal declarations that businesses do not offer refunds or exchanges are among the most common violations.
“The law gives consumers the right to choose whether they want a refund or an exchange if goods do not meet expectations. Shops cannot take that right away,” he said.
Mudereri also explained that the Consumer Council of Zimbabwe(CCZ) has been formally designated as a Consumer Protection Organisation under Statutory Instrument 181 of 2024, empowering it to handle conciliation and arbitration of disputes.
“More organisations, including residents’ associations, are expected to be accredited as consumer protection advocates.
“The CPC has also expanded its presence to all 10 provinces, responding to longstanding calls for decentralised services,” he said.
Mudereri said the Commission is also scrutinising the conduct of local authorities, particularly as regards concerns about estimated water bills that have triggered widespread complaints.
“Anyone dealing with consumers is subject to our oversight. We will not compromise on consumer rights. The Commission is also empowered to monitor the effectiveness of government agencies and local authorities.
“Consumers are being short-changed by issues such as estimated water bills. Local authorities must be accountable, and we will address these matters with the seriousness they deserve,” he said.
New Ziana
