Online Reporter
Your Money, Your Call
Cresencia Marjorie Chiremba
MOST consumers are increasingly being alarmed by reports of severe skin reactions reportedly linked to everyday personal care products.
Some individuals describe painful experiences with rashes, swelling and irritation.
This has naturally sparked debate about whether the systems meant to protect buyers are truly effective and whether companies are being held accountable for the safety of products they place on shelves.
The Consumer Protection Act in Zimbabwe is clear about the rights of buyers.
Section 52 states that “a supplier shall not market, distribute or sell goods that are unsafe, defective or pose a risk to the consumer’s health”.
This provision is designed to ensure that when someone purchases a roll-on or body lotion, they can trust it will not compromise their well-being. Yet the growing number of complaints suggests that these protections may not be functioning as intended.
A deeper complication lies in the fact that most of these products are manufactured by foreign companies.
This reality creates a gap in accountability, as consumers often cannot file complaints directly against producers outside Zimbabwe. Instead, responsibility falls on local distributors and retailers, who may lack the capacity — or willingness — to pursue remedies against international manufacturers.
This leaves many Zimbabweans feeling powerless, forced to endure harm without clear avenues for redress.
Section 61 of the Act places liability on “any supplier in the supply chain”, but in practice, enforcing this provision against foreign producers remains a daunting challenge.
Frustration among consumers is palpable.
Many feel abandoned, pointing out that despite repeated reports of adverse reactions, there has been little visible action from regulators or distributors.
Transparency is sorely lacking.
Without clear communication from companies or health authorities, individuals are left to speculate, share warnings informally and, in some cases, avoid entire categories of products out of fear.
This erosion of trust damages not only brands but also the credibility of institutions tasked with safeguarding public health.
The law provides remedies that many affected individuals may not be aware of.
Section 53 emphasises the right to “safe, good quality goods”, while Section 55 guarantees the right to return unsafe or defective products and claim a refund or replacement.
These rights empower consumers to demand accountability, but they are only effective if people know them and if the authorities enforce them vigorously.
The Act also places responsibility on regulators to act swiftly when harm is detected, ensuring that unsafe goods do not continue to circulate unchecked. Yet when the root of the problem lies outside Zimbabwe’s borders, enforcement becomes far more complicated.
Civil society voices have begun calling for stronger oversight of imported goods. They argue that consumer safety cannot be left to voluntary corporate goodwill but must be enforced through robust monitoring of supply chains.
In their view, the complaints are not isolated incidents but symptoms of a deeper weakness in how foreign-manufactured personal care products are tested and regulated before reaching Zimbabwean shelves. They stress that the dignity of consumers must be at the centre of every transaction, echoing the spirit of Section 3 of the Act, which enshrines “the right to fair value, good quality and safety”.
For ordinary Zimbabweans, the issue is deeply personal. A deodorant or lotion is not a luxury, but a daily necessity, and the expectation is simple: It should do no harm.
When that expectation is violated, the consequences ripple through households, workplaces and communities.
Parents worry about their children’s safety, workers fear embarrassment or discomfort in professional settings and individuals lose confidence in products they once trusted.
The law recognises these stakes, but enforcement must match the urgency of lived experience. As the debate intensifies, one thing is clear: Consumer protection is not an abstract principle but a lived reality that touches every household.
The recent complaints serve as a reminder that vigilance, transparency and accountability are essential to maintaining trust in the marketplace. Regulators must act decisively, companies must communicate openly and consumers must be empowered to assert their rights. Only then can the promise of the Consumer Protection Act be fulfilled, ensuring that everyday products — whether locally made or imported — remain sources of comfort and confidence rather than risk and uncertainty.
Cresencia Marjorie Chiremba is a marketing and customer service consultant, customer experience columnist, and sales and service trainer. Contact details: [email protected] or +263712979461, 0719978335, 0772978335, www.customersuccess.co.zw
