Zambia Express Marketplace
Return & Refund Policy
This policy explains how cancellations, complaints, returns, exchanges, and refunds are handled on the Zambia Express marketplace.
Quick Summary
Orders may be cancelled before dispatch, obvious delivery issues should be reported promptly, and approved refunds are usually returned to the original payment method where possible.
- Cancel windowBefore dispatch
- Visible issue reportUsually 3 days
- Support teamMarketplace review
Important
How This Policy Works: Zambia Express is a marketplace platform. Many products are supplied by independent vendors, but we may review complaints, request evidence, coordinate with the vendor or delivery partner, and decide the appropriate marketplace outcome under this policy. Contact support@zambiaexpress.com or WhatsApp +260 77 111 1071 if you need help with an order issue. This policy should be read together with our Terms & Conditions and applied in line with the laws of the Republic of Zambia.
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Order Cancellation
You have a short window to cancel before an order is dispatched.
You may request cancellation before an order is dispatched. A request made shortly after checkout is more likely to be successful, but once the vendor or fulfilment team has prepared or released the order for delivery, cancellation may no longer be possible.
If cancellation is approved before dispatch, any applicable refund is usually returned to the original payment method where possible. If that is not possible or practical, Zambia Express may use another suitable refund route such as mobile money, bank transfer, or store credit. If the order has already been sent out, you will need to receive it first and then rely on the return rules below if the item is eligible.
Already shipped? Once an order is in transit, it is generally treated as a return or delivery issue rather than a cancellation request.
2
Return Eligibility
What can and cannot be returned under this policy.
Eligible complaints and return situations
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+Visible damage, wrong item, missing item, or obvious delivery error: report as soon as reasonably possible and normally within 3 days of delivery, unless a different period is clearly stated on the product page or in applicable category rules.
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+Hidden defect or item not functioning as reasonably expected: report as soon as reasonably possible after discovery and, for eligible non-perishable items, normally within 7 days of delivery, unless a different period is clearly stated on the product page or in applicable category rules.
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+Material mismatch: the item received is materially different from the confirmed order or product description.
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+Where a return is required, the item should be kept in as-delivered condition as far as reasonably possible, with original packaging, labels, and accessories unless the defect itself prevents that.
Items generally not returnable
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xPerishable goods such as food, flowers, and similar items.
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xIntimate or sanitary goods.
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xDownloadable or digital products.
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xGift cards.
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xCustomised, personalised, or made-to-order items, unless they arrive damaged, defective, or materially incorrect.
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xOpened consumables, cosmetics, supplements, or similar products where return would not be safe or hygienic, unless the issue is a verified defect or fulfilment error.
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xItems reported outside the relevant policy window without a reasonable explanation or supporting evidence.
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xItems that are used, altered, damaged by misuse, or returned without the parts reasonably expected for inspection.
3
Who Covers the Costs?
Shipping responsibility depends on why the return or exchange is being requested.
Where the claim is validated in your favour
- Wrong item, missing item, or confirmed fulfilment error
- Item arrived visibly damaged in transit
- Confirmed defect or material mismatch for an eligible item
- Zambia Express may require the relevant vendor to bear return, replacement, or refund costs where appropriate
- Approved outcomes may include replacement, repair, partial refund, or full refund depending on the issue and product type
- Original delivery fees may also be refunded where the problem is clearly attributable to the vendor, Zambia Express, or the delivery process
Where the issue is not a platform or vendor error
- Customer selected the wrong size, variant, or product
- Change of mind after delivery
- Failure to accept delivery for reasons not caused by the vendor or Zambia Express
- Any goodwill return, if accepted, may require the customer to cover return and re-delivery costs
- Change-of-mind returns are not automatic and may be refused depending on category, condition, and seller terms
4
Refund Process
The steps from submitting a request through inspection, refund, or replacement.
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1Contact support@zambiaexpress.com or WhatsApp +260 77 111 1071 with your order number, the issue reported, and any supporting photos or videos where relevant.
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2Zambia Express reviews the complaint, may ask follow-up questions, and may consult the vendor, delivery partner, or available order records before deciding the next step.
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3If the claim is approved and a return is required, we will provide return instructions. Do not send items back without authorisation.
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4If the item is returned, it may be inspected to confirm condition, defect, completeness, and consistency with the complaint made.
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5Once the review is complete, the outcome may be a replacement, exchange, repair, store credit, partial refund, or full refund, depending on the item and issue. Approved refunds are usually returned to the original payment method where possible.
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Refund Timeline
How long it usually takes to receive your refund after approval.
Complaint reviewMany straightforward claims are reviewed within a few working days, but some cases may take longer if vendor input, delivery records, or additional evidence is needed.
Original payment method or provider reversalUsually processed within the timeframe of the relevant payment provider or financial institution after approval.
Mobile money refundUsually processed promptly after approval, subject to provider availability and operational processing.
Alternative refund routesWhere the original method is not possible or practical, Zambia Express may use another suitable refund route such as mobile money, bank transfer, or store credit, depending on the order and operational practicality.
6
Exchanges
How replacements and size swaps work.
Exchanges are usually considered where the wrong item was supplied, the wrong size was sent by error, or a replacement is more practical than a refund for a verified defect.
Exchanges are subject to stock availability and category suitability. If the same item is no longer available, Zambia Express may instead offer a refund, store credit, or another reasonable resolution.
If the issue arose because the customer selected the wrong size or variant, an exchange may still be considered in limited cases, but it is not automatic and any shipping costs may be charged to the customer.
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Important Notices
Please read these conditions before sending any return.
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!All returns must be approved by our customer service team first. Do not send items back without prior approval.
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!Where the issue is a visible delivery error, missing item, or transit damage, please report it promptly and keep the packaging, labels, and any evidence available for review.
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!If a return is required, the item should be returned in the best available condition with the original packaging, tags, accessories, and any free items included where reasonably possible.
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!Please do not send returns directly to the manufacturer or vendor unless Zambia Express specifically instructs you to do so.
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!For expensive items, we recommend using a trackable shipping service. We cannot guarantee receipt of returns sent without tracking.
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!If a returned item does not reasonably match the complaint made, the return may be rejected and the item may be sent back at the customer’s cost.
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!Zambia Express may decline claims that are unsupported, clearly abusive, outside the applicable policy window, or inconsistent with the product category involved.
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Failed Delivery / Uncollected Orders
Important rules that apply when delivery cannot be completed.
If delivery fails because the customer is unavailable, unreachable, provides incorrect delivery information, selects a location that cannot be validated, or the delivery point is outside the supported service zone, including supported Lusaka delivery zones where those limits apply, or too far under the delivery rules then in force, the package may be returned to the vendor, warehouse, or holding point.
In such cases, additional re-delivery or return handling charges may apply. If a refund is approved for an uncollected or failed-delivery order, it may be reduced by delivery, return, or handling costs that were already incurred.
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Contact Us
Reach our support team if you need help with a cancellation, return, exchange, or refund.
Response Time
Working Days
We aim to respond promptly on working days, although some cases may take longer
Working Days
We aim to respond promptly on working days, although some cases may take longer
Working Days: Monday to Friday, excluding public holidays. To speed up review, include your order number, item name, and clear evidence where the issue involves damage, defects, missing items, or the wrong item.