Legal
Refund Policy
Your money is held safely in escrow. Here is exactly when it comes back to you, and how disputes work.
1. When you get a refund
- The seller does not send the item. If the seller has not dispatched your order within 3 days of your payment being confirmed, the order is refunded automatically.
- No proof of dispatch. If the delivery window runs out and the seller has not uploaded proof that the item was sent, the order is refunded automatically.
- A dispute ends in a refund. You and the seller agree a refund (or that you send the item back and it arrives), or, if you cannot agree, the Zemba team decides in your favour.
2. How much you get back
You get back the full amount you paid for the order. Buyers do not pay a Zemba fee. If your mobile money provider charges you for sending the original payment, that charge belongs to the provider and is not refunded by Zemba.
3. How and when you are refunded
Refunds are sent back to the mobile money account you paid from. After a refund is approved we send it as soon as we can. You will see the order marked as refunded and we will notify you by email.
4. Delivery windows and extra protection
When the seller marks your order as dispatched, they set a delivery window. We warn you 2 days before it ends. If your item is still on its way, you can extend your protection by 7 days from the order page, up to a maximum of 90 days in total. If the window ends and the seller has uploaded proof of dispatch, an administrator reviews the order before any money moves. We may ask both of you for more information.
5. How to open a dispute
- Log in and open My orders, then open the order.
- Choose Open a dispute and explain what went wrong, for example: wrong colour, item damaged, item missing parts, or item not received.
- You and the seller talk on the order page. Either of you can propose a solution: a full refund, paying the seller, or the buyer sending the item back and then being refunded. The other person accepts or declines.
- If you agree to send the item back, the buyer enters the bus or courier and waybill number, and the seller confirms when it arrives. The buyer is then refunded automatically.
- If you cannot agree, either of you can ask the Zemba team to step in (after 2 days, or sooner if a proposal was declined). We also step in if there is no agreement after 7 days. The team looks at the messages and decides whether to refund the buyer or pay the seller, and tells you why.
You can open a dispute while the order is paid, dispatched, or waiting for review, and before you confirm delivery. You cannot dispute an order after you have entered the delivery code.
6. When the seller is paid
The seller is paid when you confirm delivery with your code, or when a dispute is decided in the seller's favour. Sellers receive the sale price less the Zemba fee of 2.5%, sent to their registered mobile money number. We send payouts as soon as we can after that, and you can follow each one on your Payouts page.
7. What is not covered
- Orders where you have already confirmed delivery with your code.
- Changing your mind about an item that arrived as described. Zemba protects you from items that do not arrive or are not as described. It is not a general returns service, although a seller may offer their own return terms in their listing.
- Payments made outside Zemba.
8. Honest claims only
Disputes must be truthful. If we find that a buyer or seller has made a false claim, forged proof, or tried to cheat the system, we may reject the claim and suspend the account, as set out in our Terms of Use.
9. Contact us
Need help with an order or a refund? Use our contact page or email albertozemba11@gmail.com. Please include your order number.