Refund policy

Last updated: 17th August 2026

This Returns & Refunds Policy applies to purchases made through Opsando.com, operated by Monde Group AS ("we", "us", "our"). It forms part of, and should be read together with our Terms of Service and Shipping & Delivery Policy. "Confirmed delivery" has the meaning given in our Shipping & Delivery Policy. Return rights differ between the International storefront and our local storefronts — see the relevant section below.

1. International storefront (B2B)

International orders are inspected before export and shipped on the basis described in our Shipping & Delivery Policy (FOB by default, risk transferring to you once goods are loaded).

Sale is final. Monde Group is registered and operates as an export business, and is not registered or set up to accept goods back into the country of origin as imports. Combined with the cost, time, and customs involved in reversing a cross-border shipment, International orders are final once dispatched — there is no right of return for change of mind, and no general warranty applies after dispatch, save for any non-excludable right you may have under mandatory law that cannot be lawfully excluded.

Before you order. Review listing details, condition reports, photographs, and (where offered) request additional inspection or documentation before placing your order. This is the most effective way to resolve any concern about condition, since goods become very difficult to remedy once in international transit.

Pre-shipment issues. If goods are found to be materially different from their listing or condition report before they are loaded for export, contact us before shipment proceeds so we can address it prior to dispatch.

2. Local storefronts (B2C and B2B)

In certain markets, we operate a local storefront that sells to both consumers and businesses, in addition to the International storefront described above. This currently includes our Zambia storefront, and may be extended to other local markets in future.

The same return terms apply within each local storefront to both consumer (B2C) and business (B2B) buyers, and to all goods sold there — whether locally sourced stock or imported/exported stock — subject to the exclusions in clause 2.3, except where a benefit is expressly limited to consumers (see clause 2.6).

The reporting window depends on the type of issue: issues you can identify at the point of delivery must be reported immediately (2.1), while functional defects discovered during use have a longer window (2.2).

2.1 Report immediately (damage, wrong item, missing items, tampered packaging)

Please inspect your order upon receipt and contact us immediately — within 48 hours of confirmed delivery — if:

• the item is damaged or defective on arrival;
• you received the wrong item; or
• an item, accessory, or included part is missing from your order.

If your order arrives opened, or appears to have been tampered with, please do not accept it. Take photographs of the packaging and contact us immediately so we can evaluate the issue and make it right.

These issues are ones a buyer can reasonably identify at the point of delivery, so reports made after the 48-hour window may not be eligible for a remedy.

2.2 Report within 7 days (functional defects discovered during use)

For issues that are not apparent at the point of delivery — such as a functional defect that only becomes evident once you start using the item — you may report this within 7 days of confirmed delivery. Contact us with your order number, a description of the issue, and photos/video where applicable.

Alternatively, you can start a return yourself by logging into your Opsando account, going to the relevant order, and clicking "Return," subject to the item's return eligibility under this policy.

Once a report or self-service return request is received within the applicable window, we will offer a repair, replacement, or refund/credit at our discretion, depending on the nature of the issue.

2.3 Non-returnable items

The following items cannot be returned, under any circumstances:

• Perishable goods, such as food, flowers, or plants;
• Custom or made-to-order products, such as special orders or personalised items;
• Personal care goods, such as beauty products and cosmetics;
• Hazardous materials, flammable liquids, and gases.

2.4 Other exclusions

We may also decline reports or returns for:

• goods used or installed beyond what is reasonably needed to inspect them, where the issue reported is unrelated to a defect;
• reports made without proof of purchase, or outside the applicable reporting window (48 hours for damage, wrong item, or missing items; 7 days for other functional defects).

2.5 Your consumer rights

Nothing in this section limits any non-excludable right you have as a Zambia-based consumer under the Competition and Consumer Protection Act, 2010 (as amended), or under the equivalent consumer protection law of another local market in which you are purchasing as a consumer.

2.6 Zambia: extended warranty for smartphones and computers (B2C consumers only)

In addition to the reporting windows above, we offer an extended functional-defect warranty on smartphones and computers purchased through the Zambia storefront by consumers. This warranty applies to B2C purchases only and does not extend to B2B purchases, even where the same device is purchased through the Zambia storefront.

Coverage. This warranty covers genuine functional defects for 3 months from the date of confirmed delivery, and applies only to smartphones and computers.

What's not covered. The warranty is void, and a claim will be declined, where inspection determines the fault results from:

• damage caused by the customer, including drops, water/liquid damage, or other physical damage;
• tampering, unauthorised repairs, or modifications carried out by anyone other than Opsando or an authorised repair partner;
• misuse or use outside the device's intended purpose.

Battery degradation or battery performance over time is not covered under this warranty, as this is considered normal wear rather than a defect.

Inspection and determination. All warranty claims are inspected by Opsando or an authorised repair partner. Whether a fault is a covered functional defect, or falls under one of the exclusions above, is determined by that inspection, at our discretion.

Remedy. Depending on the outcome of the inspection, we may repair, replace, or refund the device, at our discretion.

Shipping. Shipping costs associated with a warranty claim are the customer's responsibility, both to send the device to us and, if applicable, to have it returned to you. Once your claim is approved, we will provide shipping instructions. If, following inspection, your claim is declined under "What's not covered" above, the device will be returned to you at your cost.

Relationship to other reporting windows. This warranty is in addition to, not a replacement for, the 48-hour and 7-day reporting windows in clauses 2.1 and 2.2, which continue to apply to all goods sold on the Zambia storefront, including smartphones and computers, for issues identified shortly after delivery.

3. How refunds are processed

Approved refunds are issued via your original payment method or as store credit, at your election where offered, within 5 business days of approval. Store credit is non-refundable and non-transferable but may be used toward future purchases (Terms of Service, clause 5).

4. Contact

To report an issue or start a return: support@opsando.com. Please include your order number, photos/video where applicable, and a description of the issue.