Refunds & Returns

Last updated: September 2026  ·  Shop263, a Fignoc Technologies product  ·  Harare, Zimbabwe

1. Who handles refunds

On Shop263, each sale is a direct contract between the buyer and the seller. Sellers are independent businesses and are responsible for their own returns and refunds. Shop263 does not hold order funds and does not issue refunds on a seller's behalf. This page explains the baseline standards we expect of every seller and how buyers can get help.

2. Each shop's own policy

Sellers may publish their own returns and refund terms (for example on their storefront or order confirmation). Where a seller's published policy is more generous than this baseline, the seller's policy applies. A seller's policy may not, however, remove rights you have under Zimbabwean consumer law.

3. Your baseline protections as a buyer

Regardless of a seller's policy, you are entitled to a remedy (repair, replacement or refund) where:

• The item is faulty, damaged or unsafe on arrival;
• The item is significantly not as described or materially different from the listing;
• The wrong item or wrong quantity was delivered.

Report these issues to the seller promptly — ideally within 48 hours of delivery or pickup, with photos where relevant.

4. Change-of-mind returns

Returns simply because you changed your mind are at the seller's discretion and subject to their published policy. Where accepted, items usually must be unused, in original condition and packaging, and returned within the seller's stated window. Return delivery costs for change-of-mind returns are typically the buyer's responsibility.

5. Items that may not be returnable

For health, safety or practical reasons, some items may be non-returnable unless faulty — for example perishable goods, intimate or personal-care items, made-to-order or personalised items, and digital or downloadable products. Sellers should state this clearly on the listing.

6. How refunds are paid

Because payment is made directly to the seller (EcoCash, OneMoney, InnBucks, bank transfer, Paynow, or cash), approved refunds are paid back by the seller using a comparable method. Refund timing depends on the seller and the payment provider. Cash-on-delivery and cash-on-pickup orders are refunded by arrangement with the seller.

7. Order cancellations

You can ask a seller to cancel an order before it has been dispatched or collected. Once an order is on its way, cancellation is at the seller's discretion and the returns process above applies.

8. Delivery problems

If an order does not arrive within the seller's stated timeframe, contact the seller first. Delivery fees are set and collected by the seller; any dispute about delivery is handled between you and the seller.

9. If you can't resolve it with the seller

Always contact the seller first. If you cannot reach a fair outcome, you can report the shop to the Shop263 team. We review reports and may act against sellers who breach our policies (including hiding listings or suspending shops), but we cannot force a refund or act as a financial intermediary for the sale.

10. For sellers

Sellers must handle return and refund requests honestly and promptly, honour the protections above and any policy they publish, and comply with Zimbabwean consumer law. Patterns of unresolved refund complaints may affect your standing on the marketplace.