Replacement Screen Return, Refund and Warranty Policy

This policy applies specifically to replacement LCD screens, OLED screens, Incell screens, touch displays and other replacement display assemblies purchased from ZULAVO.

Replacement screens are delicate electronic components. Correct testing and careful installation are essential to help prevent damage and establish whether a screen is functioning before installation proceeds.

1. Seven-Day Fault Reporting Request

Customers should inspect and test their replacement screen as soon as reasonably possible after delivery.

ZULAVO requests that any suspected fault be reported within 7 days of delivery, wherever reasonably possible. Examples include:

Black or blank display.
Lines, spots or abnormal display marks.
Touchscreen not responding correctly.
Flickering or other display problems.

The seven-day period is a request for prompt reporting and is not a strict warranty cut-off. It does not remove any rights or remedies available under applicable South African law.

Customers should contact ZULAVO before returning a screen.

2. Mandatory Pre-Installation Screen-Only Testing Procedure — Read Before Installation

IMPORTANT: Connect and test the replacement screen only. Do not transfer any components, apply adhesives or permanently install the screen before completing the initial functional test.

Before transferring any components from the original screen, customers must connect only the replacement screen's display flex connector to the phone and test the screen's display and touch functionality, where applicable and technically possible.

A. Components and Installation Steps Prohibited Before Testing

Before the replacement screen has passed the initial functional test, customers must not transfer, attach, install or fit any of the following components:

Speaker assembly or loudspeaker components.
Earpiece speaker.
Front camera or camera components.
Proximity or ambient-light sensors.
Face ID-related components or other sensor assemblies.
Brackets, shields or other components requiring screws to be tightened.
Any other components from the original screen assembly.

Customers must also not:

Apply glue, adhesive, double-sided tape or other bonding materials to the screen or its frame.
Permanently attach, seal or fully assemble the replacement screen.
Tighten installation screws or complete the installation.
Peel off, tear, cut or remove protective plastic films or protective stickers supplied on the screen.
Remove, damage, alter or tamper with any ZULAVO warranty seal, hologram sticker, identification label or inspection marking, where present.

Protective films, seals, stickers and markings may differ between screen models. Customers must leave all supplied protective materials and identification markings intact until the initial functional test has been completed and the screen has passed.

B. Required Testing Procedure

Customers and technicians must follow these steps:

Confirm that the replacement screen is compatible with the phone model.
Follow the appropriate manufacturer or qualified-technician safety procedure, including disconnecting the battery before connecting or disconnecting display flex cables where required.
Connect only the replacement screen's display flex connector to the phone.
Power on the phone following the appropriate safety and manufacturer procedures.
Check that the display turns on and displays an image correctly.
Check for black areas, lines, flickering, abnormal spots or other visible display problems.
Test touchscreen responsiveness, where applicable and supported.
Record any problem immediately using photographs or videos, where possible.
If the screen passes the applicable tests, proceed with installation and carefully transfer the required components.
If the screen fails any applicable test, stop immediately. Do not transfer components, apply glue or tape, remove protective films or seals, tighten installation screws or continue fitting the screen. Contact ZULAVO before proceeding.

Customers and technicians must record only tests that were actually performed and results that were genuinely observed.

C. Claims Where the Required Procedure Has Not Been Followed

If ZULAVO finds evidence that components were transferred, attached or installed, installation screws were tightened, adhesives were applied, the screen was permanently fitted or supplied protective materials were removed before the required functional test was completed, this will be considered during the claim assessment.

Such evidence may indicate that installation proceeded beyond the required screen-only testing stage. It may make it more difficult to establish the screen's original condition and determine whether the reported fault existed before installation or arose during handling or fitting.

Where the available evidence establishes that the failure or damage resulted from improper installation, mishandling, adhesive application, alteration contrary to instructions or another customer-caused issue, the claim may be rejected to the extent permitted by applicable South African law. This may affect eligibility for a replacement, refund or reimbursement of return shipping costs where the law permits.

ZULAVO will consider the screen's condition, the nature of any alterations, the available evidence and applicable legal requirements before making a decision.

D. If the Screen Fails the Initial Test

If the replacement screen does not work correctly during the initial test:

Stop the installation immediately.
Do not transfer any components from the original screen.
Do not apply glue, double-sided tape or other adhesives.
Do not remove supplied protective films, seals or identification markings.
Do not tighten installation screws or continue fitting the screen.
Contact ZULAVO promptly and provide your order number, a description of the problem and photographs or videos where possible.

Keep the screen and its components in their current condition until ZULAVO provides further instructions.

E. Purpose and Application of This Procedure

This procedure is mandatory for the initial testing of replacement screens purchased from ZULAVO. It is designed to establish whether the screen functions correctly before installation proceeds, reduce avoidable damage and preserve evidence that may be needed to assess a claim.

Customers are responsible for following appropriate installation instructions and handling the screen carefully. Where a claim arises, ZULAVO may request reasonable evidence, inspect the returned screen and arrange technical testing where necessary.

Nothing in this section excludes, restricts or waives any consumer rights or remedies that cannot lawfully be excluded under the South African Consumer Protection Act or other applicable law.

3. Important Notice About Installation and Warranty Claims

Customers are responsible for following appropriate installation procedures and handling the screen carefully.

If a screen is installed, additional components are transferred, screws are tightened or the display assembly is altered before the required functional test is completed, this may make it more difficult to establish the original condition of the screen and the cause of a subsequent fault.

Where the evidence establishes that damage or failure resulted from incorrect installation, mishandling, alteration contrary to instructions or other customer-caused damage, the claim may not qualify as a product-defect claim.

Examples include:

Damaged, torn, cut or sharply bent flex cables.
Damaged display connectors.
Cracked glass or damaged display layers.
Damage caused by pressure, twisting or incorrect fitting.
Damage caused while transferring the speaker, earpiece, camera or other components.
Damage caused by incorrect handling of internal phone connectors.

Claims will be assessed using the available evidence, the screen's condition, the installation procedure and applicable South African law.

4. Functional Testing Before Dispatch

ZULAVO visually inspects replacement screens before dispatch for visible damage and condition.

Functional testing is performed where compatible test equipment is available. Some phone models may not be functionally tested before dispatch because ZULAVO does not have a compatible test device available.

Photographs, test records and packing records may be retained where available to assist with quality control and the investigation of customer claims.

5. Reporting a Suspected Fault

If a replacement screen does not function correctly, customers should stop installation and contact ZULAVO promptly.

Please provide:

Your order number.
The phone make and model.
A description of the problem.
Photographs or videos showing the issue, where possible.
Details of whether the screen was connected, tested, fitted or had other components transferred to it.
A technician's findings, where reasonably available or appropriate.

ZULAVO may request further reasonable information to investigate the claim.

Customers should not continue attempting installation or repairs if doing so could cause additional damage.

6. Return Shipping and Courier Arrangements

Customers must contact ZULAVO before returning a replacement screen to receive return instructions.

ZULAVO does not routinely arrange courier collections. Customers may therefore need to book a courier themselves.

Where the customer is legally responsible for the return shipping cost, the customer must pay the courier directly. Customers should use a tracked courier, package the screen securely and retain the proof of shipment.

Where applicable South African consumer-protection law requires ZULAVO to bear reasonable return shipping costs, the return will be handled at ZULAVO's risk and expense as required by law. Where appropriate, this may be managed through reimbursement of reasonable, documented shipping costs or another agreed arrangement.

This section does not require customers to bear return shipping costs where the law requires ZULAVO to pay them.

7. Receipt, Inspection and Technical Assessment

When a returned screen arrives, ZULAVO may document its condition before testing, including:

The display surface and edges.
Flex cables and connectors.
Speaker or other transferred components.
Brackets, screws and visible installation marks.
Any visible physical damage or alteration.
The product's serial number or identifying marks, where available.

The screen may be tested by a suitably qualified technician to help establish whether the problem is associated with a product defect, installation damage, compatibility, the phone itself or another identifiable cause.

ZULAVO may compare the returned screen's condition with available photographs, videos, order records and other relevant evidence.

The presence of transferred components or tightened screws may be relevant to determining the installation stage. However, the cause of a display failure will be determined from the overall evidence and assessment rather than from that fact alone.

8. Assessment Timeframe

Please allow an estimated 20–30 business days from receipt of the returned screen for inspection, testing and assessment where specialist testing is necessary.

Business days exclude weekends and public holidays.

ZULAVO will notify the customer of the assessment outcome and the appropriate next steps once the assessment is completed. If further testing is needed, ZULAVO will communicate any expected delay.

This is an estimated assessment timeframe and does not override any applicable statutory rights or legal deadlines. ZULAVO will handle claims within any timeframe required by applicable law.

9. Assessment Outcome and Eligibility

Returning a screen does not automatically establish that it is defective or automatically qualify it for a replacement or refund.

A. Confirmed qualifying product defect

If the assessment establishes a qualifying product defect, ZULAVO will provide the remedy required by applicable South African consumer-protection law.

Depending on the circumstances and the customer's legal rights, the remedy may include repair, replacement or refund.

Where a replacement is appropriate, ZULAVO will communicate the next steps and arrange dispatch as applicable. Where a refund or another remedy is legally required, the claim will be handled accordingly.

B. Confirmed installation-related or customer-caused damage

If the evidence establishes that the problem resulted from installation damage, mishandling, alteration contrary to instructions or another cause unrelated to a product defect, the claim may not qualify for a product-defect remedy.

ZULAVO will explain the findings and the reasons for its decision. Any shipping costs and further handling will be dealt with in accordance with applicable law.

C. Inconclusive assessment

If the cause cannot be established conclusively, ZULAVO will communicate the available findings and discuss reasonable next steps. A claim will not automatically be accepted or rejected solely because the screen was fitted or because the customer reports a fault.

10. Replacement Shipping

Where a replacement is approved or required under applicable law, the shipping arrangements and costs will be handled in accordance with the customer's applicable rights and the circumstances of the claim.

Where ZULAVO is legally required to cover the reasonable cost of sending a replacement, the customer will not be required to pay that cost.

If a replacement is unavailable, ZULAVO will communicate the applicable alternative remedy.

11. Refunds

If a refund is approved or required under applicable law, ZULAVO will process it using an appropriate payment method within the applicable legal timeframe.

A refund will not be refused solely because the customer did not report a suspected fault within seven days where the customer retains a legal right to a remedy.

Change-of-mind returns, where permitted, are handled under ZULAVO's general Returns and Refund Policy and applicable law.

12. Statutory Consumer Rights

Nothing in this policy is intended to exclude, restrict or waive any rights available to consumers under the South African Consumer Protection Act or other applicable law.

Section 56 of the Consumer Protection Act provides for an implied warranty of quality and addresses goods that have been altered contrary to instructions or after leaving the supplier's control. The application of these provisions depends on the circumstances and evidence.

Where this policy conflicts with a customer's applicable statutory rights, the law will take precedence.

13. Contact ZULAVO

ZULAVO GROUP (PTY) LTD
Trading as ZULAVO
3 Durban Street, Kariega, Eastern Cape, 6229, South Africa
Email: hello.zulavo@gmail.com
Contact number: 063 429 6863
Website: https://www.zulavo.co.za

Please contact ZULAVO before returning a replacement screen so that we can provide the appropriate return instructions.