At Zinake Marketplace, we are committed to providing a reliable and transparent shopping experience. This Refund Policy outlines how refunds are processed when orders are cancelled, delayed, or delivered with issues.
A refund may be issued under the following circumstances:
Full refund if the order is cancelled before vendor acceptance.
Partial or full refund if cancelled after acceptance, depending on preparation stage.
Full refund if the vendor cancels the order for any reason.
You are entitled to a full refund if:
The delivery partner cannot complete the delivery.
The vendor is unreachable or unable to fulfill the order.
The order is significantly delayed beyond the promised timeframe.
Refunds or partial refunds may be issued when:
Incorrect items are delivered.
Items are missing from the order.
Products arrive damaged, spoiled, or unusable.
Customers must report such issues within:
2 hours of delivery for food orders.
24 hours of delivery for grocery, pharmacy, or general eCommerce items.
Refunds will not be issued in the following cases:
You change your mind after the order is prepared or dispatched.
Perishable items (food, groceries) are delivered correctly but you no longer want them.
Items are damaged after the customer receives them.
Incorrect address or unavailability of the customer at delivery time.
Prescription medicines (where law prohibits returns/refunds).
Refunds are processed using the same payment method used during purchase, unless stated otherwise.
Instant refund after approval.
Processed within 24–72 hours.
Processed within 3–7 business days, depending on the bank or payment provider.
If eligible for refund:
Amount is refunded to the Zinake Wallet or the customer’s mobile money account, depending on preference.
Before processing any refund, Zinake Marketplace reserves the right to:
Request photos/videos of damaged or incorrect items.
Verify order details with the vendor and delivery partner.
Reject claims found to be fraudulent or inconsistent.
To protect vendors and delivery partners:
Repeated refund claims without valid reasons may lead to account review.
Fraudulent claims can result in suspension or permanent account closure.
Zinake Marketplace may update this Refund Policy periodically. Any changes will be communicated within the app or website. Continued use of our services implies acceptance of the updated terms.
