Return and refund policy
This is how returns & refunds work at Opsando
At Opsando.com, we want you to be fully satisfied with your purchase. This policy explains how we handle returns, exchanges, and refunds in line with our commitment to fairness, quality, and compliance with Zambian consumer protection laws.
7-day right to return
You have a statutory 7-day right to return. You may request a return within 7 days of receiving your item.
After this period, returns will no longer be accepted.
To be eligible for a return, your item must meet the following criteria.
Eligibility for returns
To qualify for a return, your item must:
- Be unused, unwashed, and undamaged
- Show no visible signs of wear or use
- Be returned in its original packaging, including all manuals, accessories, and tags
- Be accompanied by valid proof of purchase (receipt, invoice, or order confirmation)
Items returned without prior authorisation or without proof of purchase will not be accepted.
Return delivery costs
Returns are free of charge only if items are defective, damaged, or incorrect upon delivery.
If your return request is accepted, we’ll send you a prepaid return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
For all other return reasons (such as change of mind), customers are responsible for return shipping costs. We can assist in arranging return shipping at standard rates if required.
Non-returnable & non-refundable items
Certain products cannot be returned or refunded under any circumstances unless defective. These include:
- Personal care items and intimate or sanitary products
- Perishable goods such as food, flowers, or plants
- Digital goods, including downloadable software and online content
- Custom-made or personalised products
- Gift cards
- Discounted or clearance items – all discounted or promotional sales are final and cannot be refunded or exchanged unless the product is defective
Defective or damaged items
We carefully inspect all orders before dispatch, but if you receive an item that is defective, damaged, or incorrect, please notify us within 24 hours of delivery.
We will assess the issue and offer one of the following resolutions:
- A replacement of the same item (where available)
- A store credit (digital gift card redeemable on Opsando.com) for the value of the item if a replacement is unavailable
- In some cases, a refund if neither replacement nor store credit is possible
Please note:
For used or refurbished items, refunds are not available. These items qualify only for replacement or store credit, provided the issue is reported within 24 hours.
Refunds
We will notify you once we’ve received and inspected your return and let you know whether the refund has been approved.
If approved, you’ll be refunded to your original payment method within 5 business days.
Please note that bank processing times may vary, and it may take additional time for the refund to reflect in your account.
How to request a return
To start a return, please log in to your Opsando.com account, navigate to Orders, and select Start Return.
Alternatively, contact us by email at support@opsando.com or via WhatsApp on +260-961-188-125.
If you are requesting a return through email or WhatsApp, please include your order number, proof of purchase, and a brief explanation of your reason for return. You may include photos of the item if necessary.
Our team will respond with further instructions and the appropriate return address.
If you are returning an Apple device, you must disable the Find My Device feature before sending it. Refunds or replacements for Apple devices may be delayed or declined if this feature remains active upon receipt.