Buyer Protection

9. Buyer Protection

Online payments are held in escrow until the buyer has had the chance to confirm receipt or raise a problem (Section 5). Buyers and sellers should first try to resolve any problem with each other through Zonse Point chat. A buyer may request a return or open a dispute within 30 days of delivery, including after the seller has been paid. A refund may be given through the process in Sections 6 and 7 where: (a) the item received is damaged, wrong, or significantly not as described; (b) the item was not delivered and the seller cannot show that it was; or (c) the order is cancelled by the seller. Buyer Protection does not cover change-of-mind returns, items accurately described but not to your preference, or damage caused by you. After the seller has been paid, a refund depends on the seller returning the money (Section 6); Zonse Point does not pay it from its own funds. An admin's decision in a dispute settles how payments held or collected on the platform are handled; it does not take away any right you have under Malawian law.

Cash on delivery. An order paid by cash on delivery is paid directly to the seller and is not held in escrow. Zonse Point does not handle returns, refunds or disputes for cash on delivery orders; these are a matter between the buyer and the seller. You may still report a seller, and Zonse Point may act on the seller account under these Terms.