Refund & Cancellation Policy

At Kings Choice Market, we want you to be satisfied with your purchases. This policy explains when and how you can request a refund or cancel an order.

Order Cancellation

You may cancel an order before it has been dispatched. Once a vendor has dispatched your order, cancellation is no longer possible, but you may request a return after delivery.

When You Can Request a Refund

• - The product received is damaged, spoiled, or expired.
• - The wrong product was delivered.
• - The product does not match the description on the marketplace.
• - The order was not delivered within the agreed timeframe.
• - The vendor fails to fulfill the order after payment.

How to Request a Refund

1. 1. Go to your Orders page and select the order in question.
2. 2. Open a support ticket with details and photos of the issue (if applicable).
3. 3. Our support team will review your request within 48 hours.
4. 4. If approved, the refund will be processed back to your original payment method within 5-10 business days.

Delivery-Related Issues

If your order arrives late, damaged, or incomplete, please contact us within 24 hours of delivery. For perishable goods (fresh produce, dairy, meat), reports must be made within 12 hours of delivery due to the nature of the products.

Vendor Disputes

If you have a dispute with a vendor regarding product quality or delivery, you can raise a dispute through our support system. Kings Choice Market will mediate between the buyer and vendor. If the vendor is found at fault, a full or partial refund will be issued.

Payment Reversal Handling

Approved refunds are reversed through the original payment gateway (DPO Pay). The refund amount will be credited back to the card, mobile money account, or bank account used for the original payment. Processing times depend on your bank or payment provider.

Expected Processing Times

• - Support response: within 48 hours
• - Refund approval: within 3-5 business days
• - Refund to payment method: 5-10 business days after approval

Who to Contact

For refund requests, cancellations, or disputes, please contact our customer support through the Contact page or open a support ticket from your account. You can also reach us at support@kingschoice.co.zm.

Non-Refundable Items

Items marked as final sale or clearance, and products that have been consumed or used after delivery without a reported issue, are non-refundable.