Refunds Policy

Thanks for considering Zwacha Online Trade LTD and our services at the ZWACHA.COM platforms.
Money Back Guarantee
We offer a full money back guarantee on all purchases made on our website, but under certain conditions. We invite you to read the conditions explained in more detail below, in order to see the condition that applies to your situation, while following the correct procedure.

Eligibility Criteria for Money Back Guarantee

• The buyer doesn’t receive an item
• The item received by the buyer doesn’t match the listing
• The seller sent the wrong item, or
• The item arrives broken, damaged, or faulty
• The seller doesn’t fulfil their return policy as stated in the listing

As the buyer, you must meet the following criteria

• You must pay for your purchase on using an eligible payment method at checkout;
• You must meet the requirements specified in this policy, including taking action within the required time frames;
• The item may not be an excluded item or subject to any additional exclusions;
• You may not seek resolution for the same issue by another resolution method

Exclusion Criteria for Money Back Guarantee

• Doesn’t include second hand items
• Doesn’t include user monthly subscriptions
• Non-registered users of the Zwacha platforms.
• Non-residents of Zambia

Return Procedures

If you are unhappy with the product or service that you have purchased from/through our online platforms, please let us know by emailing us at Note that all correspondence regarding returns and refunds must be done through the email address used to register as a subscriber.

Our Returns & Refunds Policy gives you up to 1 day (24 hours) from the date and time of delivery to notify us of intent for return, exchange or refund, and an extra day to dispatch the item purchased online for return or exchange. A printed copy of a valid receipt will need to accompany the purchased item.

You are eligible for a full refund within 10 working days of your purchase.
After the two (2) day period, we cannot offer you a refund or exchange.
We encourage our customers to thoroughly review the product online prior to purchase as well as soon after receiving the product in order to meet the one (1) day notification deadline.

Note that the returns and refund policy only applies to brand-new products and doesn’t apply to used products. The policy only applies to products whose payments are done exclusively using online payment options. To be eligible for a refund or exchange, all physical products must be packed in the original, unmarked packaging including any accessories, labels, free gifts, bonus items, manuals and documentation that were delivered with the product. Notable damage to any of these items renders the guarantee void.

If the returned particle is returned unopened in the original box, we will exchange it or offer you a refund based on your original method of payment excluding any shipping charges (Other than the original shipping costs invoiced). If you have any further questions or would like to request a refund, please do not hesitate to contact us.

Refunds (if acceptable), once your returned article is received and inspected, we will send you an email to notify you that we have received your returned article. We will also inform you if your refund has been approved or refused.
If your request is approved, your refund will be processed, and a credit will automatically be applied to your debit card or original payment method within 14 calendar days. If you have paid for the standard delivery of the goods, the cost of standard delivery will also be refunded.

In some cases, only partial refunds are granted:
• Products with obvious signs of use;
• Any article that is not in its original condition is damaged or missing parts for reasons that are not due to our error; and
• Any article returned more than 2 days after delivery, or without notice of intent to return.

Late or Missing Refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your debit/credit card company, it may take some time before your refund is officially reflected in your account.
Next, contact your bank. There is often some processing time before a refund is credited. If you’ve done all of this and you still have not received your refund yet, please contact us again at

Final Sale Items

We do not offer refunds for final sale items unless they are defective.


We only replace articles if they are defective or damaged. If you need to exchange an article for the same article, please send us an email at within 1 day from delivery and post your article to our physical address.


To return your product, please mail it to the following address: (current physical address) with your contact details and the reason for your return.
Vendors will be asked to cover return shipping costs for items that have been returned due to an error on the vendor’s part (e.g. wrong colour, size, or type from the purchased item). You will be responsible for paying your own shipping costs to return your article, unless the article is defective. Shipping costs are not refundable. If you request for a refund and don’t pay the return shipping cost, this cost will be deducted from your refund.
Depending on where you live, the time it takes for your exchanged product to reach you, may vary. If you are shipping an article over K 2,000.00 you should consider using a trackable shipping service or purchasing shipping insurance as we cannot guarantee that we will receive your returned article.

Right of Cancellation

In addition to our Refund Policy, if you are an online subscriber, you have the right to cancel your order before it is dispatched and receive a refund less transaction fees within 14 calendar days of cancelling your order.

Vendor (Seller) Subscription Cancellation

Because of the full access granted to vendors upon registration on the platforms, provisions for cancellation and refunds are not granted to vendors. As a vendor, you may only wait until your paid subscription expires, and opt to not renew it. We may remove your store from the list of vendors and remove your listings at your request.

Out of Stock

If a client buys an item on the platform and the vendor later discovers that the item is out of stock, the vendor is mandated to refund the client the full amount within 2 working days. Vendors must indicate if they desire to have Zwacha facilitate the refunds of otherwise arrange it themselves with the buyer.