Refund policy

Returns & Refunds Policy

Last updated: 3rd June 2026

This Returns & Refunds Policy applies to all purchases from OPSANDO BUSINESS SOLUTIONS LIMITED (“Opsando”, “Opsando.com”, “we”, “us” or “our”), whether made through our standard online shop, in physical transactions, or through our auction feature. By placing an order, bidding in an auction, or accepting delivery, you agree to this policy. For auction purchases, this policy applies together with our Auction Buyer Terms; where the two address the same point, read them together.

Our role differs by listing. For an Opsando Lot (an item we own and sell), we are the seller. For a Third-Party Lot (an item owned by another seller for which we act only as agent and venue), the seller is the third party, and that affects how a return or refund is handled (see section 7).

1.  General refund rule

  • We do not offer cash refunds except where a refund is required by applicable consumer protection law.
  • Where we are not legally required to give a cash refund, approved refunds are issued as store credit or exchange only.
  • Nothing in this policy removes any right you have under the Competition and Consumer Protection Act, 2010 (as amended) that cannot lawfully be excluded.

2.  Product condition classification

  • Any item sealed in original manufacturer packaging is classified as Brand New (Sealed).
  • Any item not sealed in original manufacturer packaging is classified as Used, regardless of description or marketing terms, including open box, like new, refurbished, demo, or good condition.
  • Return eligibility is determined by this classification, together with section 7 for auction purchases.

3.  Final sale items (no returns)

The following are final sale and not eligible for returns, refunds or exchanges except where explicitly stated or required by law:

  • Perishable goods (including food, groceries, flowers and live plants)
  • Cosmetics, fragrances, skincare and all personal-care or hygiene products
  • Used tools
  • Used gaming consoles (including video games, DVDs and controllers)
  • Items won through an auction, which are sold as-is and final (see section 7)

These items are tested or inspected where applicable and sold as-is. This does not remove your non-excludable rights for goods that are defective or not as described.

4.  Used tools & used gaming consoles

  • All used tools and used gaming consoles are tested and confirmed functioning as intended before shipment.
  • Customers must inspect the item and packaging at the time of delivery before accepting the order.
  • No returns, refunds or exchanges are accepted once delivery has been accepted, subject to your non-excludable consumer rights.
  • If an item is dead on arrival or not functioning as intended, the customer must refuse delivery and notify Opsando immediately with photographic or video evidence.
  • Acceptance of delivery acknowledges that the item is in working condition and as described, subject to your non-excludable consumer rights.

5.  Used electronics (cellphones, computers and similar devices)

  • Used electronics may only be eligible for defect-related claims.
  • Defect claims must be initiated within 48 hours of delivery, except where a longer period is required by law.
  • All return requests must be submitted through the Opsando website by logging into your account and initiating a return request for the relevant order.
  • Customers are responsible for return shipping costs unless otherwise stated or unless the return arises from a defect or our error.
  • All approved returns are subject to inspection upon receipt.
  • Evidence of tampering, misuse, missing parts, data modification or abuse will result in rejection of the return.
  • In cases of suspected fraud or abuse, Opsando may charge reasonable inspection and handling fees where permitted by law, and may restrict or suspend account access.

6.  Brand New (Sealed) items

Brand-new items sold in sealed manufacturer packaging may be returned within 7 days of delivery for any reason, provided that:

  • The manufacturer seal is intact
  • The packaging has not been opened
  • There are no signs of use
  • All accessories, manuals, tags and included items are present
  • The item is returned in resaleable condition

This 7-day “for any reason” return does not apply to items won through an auction. Auction purchases are final and are governed by section 7, even where the item is Brand New (Sealed).

  • Items sealed for hygiene, safety or activation purposes become non-returnable once the seal is broken.
  • Return shipping costs are the customer’s responsibility.
  • The customer bears all risk of loss or damage until the item is received by Opsando.

7.  Auction purchases

This section applies to items won through the Opsando auction feature. It applies in addition to our Auction Buyer Terms.

7.1   Final, as-is sales.  Auctions are competitive sales and a winning bid forms a binding contract. Lots are sold on an “as is, where is” basis and are final. The change-of-mind and “for any reason” returns elsewhere in this policy do not apply to auction purchases.

7.2   Your consumer rights still apply.  “Final” and “as-is” do not remove your non-excludable rights under the Competition and Consumer Protection Act, 2010 (as amended). If a Lot is dead on arrival, materially not as described, or otherwise gives rise to a remedy that cannot lawfully be excluded, you remain entitled to that remedy.

7.3   Inspection on delivery or collection.  You must inspect the Lot and its packaging at the time of delivery or collection. If a Lot is dead on arrival, not as described, or arrives damaged, you must refuse delivery or document the issue with photographs or video and notify us within 48 hours. Acceptance without notice within that period acknowledges the Lot is as described, subject to clause 7.2.

7.4   Store Credit to bid.  We do not charge an entry fee to bid. Instead, to place a bid you must hold a minimum Store Credit balance in your account, which is checked automatically. Nothing is deducted for bidding or for losing, and if you do not win your Store Credit stays in your account. If you win a Lot and do not pay for it, a Default Fee equal to that minimum balance may be deducted from your Store Credit, as set out in the Auction Buyer Terms. Store Credit is non-refundable and non-transferable but may be used towards any purchase from us.

7.5   Who handles a refund — Opsando Lots vs Third-Party Lots.  For an Opsando Lot, we are the seller and we handle any approved return or remedy directly. For a Third-Party Lot, the third party is the legal seller of the goods, but for your peace of mind you deal only with us. We handle the return and refund process on your behalf as your single point of contact, and where a return or refund is approved we provide the remedy to you (store credit or exchange) and recover the amount from the seller ourselves. You do not have to contact or deal with the third-party seller.

7.6   If you win but do not pay or collect.  If you do not pay for or collect a Lot you have won, we may cancel the sale, re-offer the Lot, suspend your account, and recover reasonable costs. Where you won and did not pay, a Default Fee may also be deducted from your Store Credit under clause 7.4.

7.7   Approved auction returns.  Any approved return is subject to inspection before store credit, exchange or other remedy is issued. Where we are not required by law to give a cash refund, an approved remedy is store credit or exchange.

8.  Delivery damage & acceptance

This section applies to all purchases, including auctions.

  • Customers must inspect packages at the time of delivery.

If a package appears damaged, opened or tampered with, the customer must either:

  • Refuse delivery; or
  • Document the issue immediately with photos or video and notify Opsando without delay.
  • Claims for delivery-related damage must be reported within 48 hours of delivery.
  • Failure to report within this timeframe will result in the item being deemed accepted in good condition, subject to your non-excludable consumer rights.

9.  Inspection & approval

  • All approved returns are subject to inspection before store credit or exchange is issued.
  • Opsando may reject any return that does not meet the conditions in this policy.
  • Inspection decisions made by Opsando are final, subject to applicable consumer protection laws.

10.  Fraud prevention & abuse

  • Opsando may refuse service, reject returns or suspend accounts in cases of suspected fraud, abuse or repeated policy violations.
  • Any costs incurred due to fraudulent or abusive behaviour may be charged to the customer where permitted by law.

11.  Your consumer rights

Nothing in this policy excludes or limits any right you have under the Competition and Consumer Protection Act, 2010 (as amended by Act No. 21 of 2023) or other applicable Zambian law where that right cannot lawfully be excluded. Where any term of this policy conflicts with such a right, the law prevails. You may also raise concerns about unfair trade practices with the Competition and Consumer Protection Commission (CCPC).

12.  Contact & support

For questions about this policy or to initiate a return (where applicable), contact Opsando through the official website or designated customer support channels: support@opsando.com, +260-96-1188125.