Refund Policy

6. Refund Policy

When a refund applies, the buyer gets back what they paid for the item: the amount paid online, plus any Zonse credit used, which goes back as Zonse credit. Promo code discounts are not paid out. PayChangu's processing fee is not refunded. Zonse Point's platform fees (see the Fee Schedule) are kept on every refund and charged to the seller, except when the buyer cancels within 5 minutes of placing the order.

Refunds are not available for: Promoted Listing budget already spent (unspent budget is returned as Zonse credit under Section 12); event tickets, except as set out in Section 14; or cash on delivery orders (see Section 9). Change-of-mind returns are at the seller's discretion and are not covered by Buyer Protection.

Return requests and disputes must be made within 30 days of the order being marked delivered. After that, they are no longer available.

Before the seller is paid. The buyer is refunded from the payment held in escrow (Section 5) if the seller accepts the return, or if the seller does not respond within 3 days. If the seller refuses, an admin decides.

After the seller is paid. A refund is then money the seller owes the buyer. Zonse Point collects it from the seller and passes it to the buyer; it does not pay the refund from its own funds. If the seller accepts the return, or an admin decides a return or dispute for the buyer: (a) The seller has 3 days to pay the refund amount through Zonse Point. If they don't, it is recovered from their payouts (see Section 8), and the refund waits until it is fully recovered. The buyer keeps the item meanwhile and may withdraw the return until the seller has paid in full. (b) Once the seller has paid in full, the buyer has 3 days to send the item, with a courier and tracking number. If it is not sent in time, the return is cancelled and the money goes back to the seller. (c) The refund is sent after a final check by Zonse Point, once the seller confirms the item arrived in good condition. If the seller does not respond within 3 days of the buyer marking it delivered, it is treated as received. If the seller reports it not received, the buyer may send it once more; after that, or if it arrived damaged, an admin decides. If the seller does not answer the return request within 3 days, or refuses it, an admin decides.

Return delivery. For every return: if the item was damaged, wrong or not as described, the seller pays to send it back. Otherwise, if the buyer paid for delivery, the seller pays unless the listing said otherwise; if delivery was free, the buyer pays unless the seller offers to.

Where refunds go. Mobile money payments are refunded to the paying number, and bank payments to the paying account. If that number or account is not known, the refund goes to the payout details on the buyer's profile. Card payments are refunded manually by our team. Refunds may take 3–7 business days.

7. Refund Flow

Buyers and sellers should first try to resolve any problem with each other through Zonse Point chat. Buyers may cancel within 5 minutes of placing an order for an automatic full refund. After that, two paths apply, both within 30 days of delivery:

(a) Return Request — individual items or the full order may be returned. The seller has 3 days to accept or refuse; if the seller refuses, an admin decides. If the seller does not respond within 3 days, the buyer is refunded automatically if the seller has not yet been paid; if the seller has been paid, an admin decides.

(b) Dispute — the buyer opens a dispute, before or after the seller has been paid. An admin reviews the evidence from both sides and decides for the buyer or the seller.

Before the seller is paid, a return or dispute decided for the buyer is refunded from escrow, and one decided for the seller releases the escrowed funds to the seller. After the seller is paid, one decided for the buyer follows Section 6: the seller returns the refund amount first, then the buyer sends the item back. An item whose dispute has been decided cannot be disputed again or returned. Requests after the 30-day window are not accepted.

11. Order Cancellations & Returns

Buyers may cancel within 5 minutes of placing an order for a full automatic refund. After delivery, buyers have 30 days to request a return or open a dispute. Items that arrive damaged, wrong, or significantly not as described can be returned; change-of-mind returns are at the seller's discretion. Before the seller has been paid (Section 5), a return is refunded from escrow; after that, the seller first returns the refund amount and the buyer then sends the item back (Section 6). Individual items or the full order may be returned; items from different sellers are handled separately. After 30 days from the delivery date, returns and disputes are no longer available. Event tickets are non-refundable, except as set out in Section 14. Cash on delivery orders are not covered (Section 9).