Draft. This page is a working draft and has not yet been reviewed by a lawyer. Details in [brackets] still need to be filled in.
Returns & refunds.
Last updated 27 October 2026
Every piece on Munkoyo is sold by an independent seller. This policy explains what happens if something goes wrong with your order. It does not take away any rights you have under Zambian consumer law, including the Competition and Consumer Protection Act.
1. If your order has a problem
Tell us within 7 days of delivery if an item:
- arrived damaged or faulty;
- is not what you ordered, or is missing;
- is clearly different from its photos and description.
Start by messaging the seller from the product page or Your account → Messages, with your order reference and photos of the problem. Most problems are sorted out quickly this way. If the seller doesn’t reply within 2 working days, or you can’t agree, contact Munkoyo at [support email address] or [support phone / WhatsApp number] and we will step in.
2. What you can get
- Damaged, faulty, wrong or not as described: a full refund including delivery, or a replacement if the seller has one and you prefer it. The seller pays for the return delivery.
- Missing item: a refund for that item if the seller can’t send it.
- Changed your mind: returns are at the seller’s discretion, because many pieces are handmade or one of a kind. If the seller agrees, return the item unused and in its original condition within 7 days; you usually pay the return delivery.
- Food and pantry items can’t be returned for a change of mind, for hygiene reasons, but you are always entitled to a refund if they arrive spoiled, damaged or past their date.
- Made-to-order or personalised pieces can’t be returned for a change of mind unless they are faulty or not as agreed.
3. If a seller can’t fulfil your order
If a seller declines your order, for example because a piece has sold elsewhere, you’ll get a notification and the order shows “Cancelled – nothing to pay”. Don’t send payment for declined items. If you had already paid, you’ll be refunded in full.
4. How refunds are paid
Refunds go back the way you paid: to the same mobile-money number or card. We aim to send them within 7 working days of the return being agreed (or of the seller receiving the returned item). Card refunds can take a few extra days to show, depending on your bank. Cash-on-delivery refunds are sent by mobile money to the number on your order.
5. Sellers’ responsibilities
Sellers must describe items honestly, with real photos, respond to buyers’ messages promptly, and honour this policy. Sellers who repeatedly fail to do so may have their shop suspended. Selling counterfeit or replica branded goods is not allowed (see the Terms of use).