Refund & Cancellation Policy

Refund, Return & Cancellation Policy

Eliduche Market wants customers to shop with confidence. This policy explains when an order may be cancelled, returned, replaced or refunded. Nothing in this policy limits any rights a customer may have under applicable Zambian consumer protection law.

1. Order Cancellations

Customers may request cancellation before an order has reached a stage where preparation, sourcing, dispatch or other non-recoverable fulfilment costs have already been incurred.

Cancellation availability may depend on the type of order and its current status.

If an order has already been dispatched or delivered, the applicable return and refund rules will apply instead.

2. Incorrect, Damaged or Defective Products

If you receive a product that is incorrect, damaged, defective or otherwise not fit for its intended purpose, contact Eliduche Market as soon as reasonably possible.

We may request your order number, photographs, videos or other reasonable information necessary to verify the issue.

Eligible cases will be handled in accordance with applicable consumer protection law, including replacement or refund where required.

3. Delivery Acceptance

Customers should reasonably inspect their order when it is delivered.

If a parcel appears seriously damaged, opened, interfered with or materially different from what was expected, notify Eliduche Market immediately and, where appropriate, do not accept the parcel until the issue has been recorded.

4. Change-of-Mind Returns

A change-of-mind return may be accepted only where permitted by Eliduche Market’s applicable return rules and where the product remains unused, complete and in a condition suitable for resale.

For health, hygiene, safety, perishability or product-integrity reasons, some products may not qualify for a change-of-mind return once opened or used.

This does not affect a customer’s rights where a product is defective, incorrect or otherwise subject to statutory consumer protection.

5. Refunds

Where a refund is approved, Eliduche Market will communicate the applicable refund method and processing requirements.

Where payment was made electronically, refunds may be returned through the original payment channel where reasonably possible.

Processing times may also depend on the relevant bank, mobile money provider, card provider or payment service provider.

6. Unavailable Products

If Eliduche Market cannot fulfil a paid order or an item becomes unavailable after payment, the customer will be informed and the appropriate replacement, adjustment or refund process will be followed.

7. Special or International Orders

Certain specially sourced or international orders may involve non-recoverable sourcing, supplier, shipping or processing costs.

Any special cancellation restrictions must be clearly disclosed to the customer before payment.

These restrictions do not remove any rights the customer may have under applicable law where Eliduche Market fails to supply the order or where supplied goods are defective or otherwise legally subject to redress.

8. Refund Abuse and Fraud

Eliduche Market may investigate suspected fraudulent, abusive or dishonest return or refund claims and may request reasonable supporting information before processing a claim.

This does not affect legitimate consumer rights.

9. How to Request Assistance

Customers requesting a cancellation, return, replacement or refund should contact Eliduche Market through the official channels shown on our Contact Us page and provide their order reference and relevant details.