Returns & Exchange Policy
We are happy to assist you and manage all your requests for return and/or exchange!
7-Day Return Policy
From the day you receive your item, our return policy is valid for 7 days.
Policy Scope
This Returns & Exchange Policy applies to:
- Goods sold by third-party sellers that use Tusele for delivery; and
- Delivery services provided by Tusele (e.g., damaged in transit, lost parcels).
It does not apply to disputes between buyers and independent sellers where the seller's own policy governs — though Tusele will help facilitate resolution where requested.
How to Report a Problem
Report damaged, missing or incorrect deliveries within 7 calendar days of receipt by contacting us at:
WhatsApp:
+260 776793001Please Include:
- Order/tracking number
- Photos of damage (if any)
- A short description of the issue
We will acknowledge your report within 24 hours.
Eligibility for Returns, Refunds or Exchanges
Damaged in Transit
If an item is visibly damaged on arrival and the damage occurred while in Tusele's custody, Tusele will arrange return or replacement and work with the sender/seller to process a refund or compensation. Claims must be reported within 7 days and include photos.
Lost Items
If a parcel is lost while under Tusele's custody, Tusele will investigate immediately. If the parcel cannot be located, we will work with the sender to process reimbursement according to the declared value and our liability limits (see Terms of Service). Report lost parcels as soon as possible.
Change of Mind / Buyer Returns
For items purchased from a seller, returns for "change of mind" are subject to the seller's policy. Tusele will transport returns on behalf of sellers/customers when both parties agree and where the item is returnable under the seller's terms.
Non-eligible Items
Perishable goods, opened hygiene items, and items explicitly marked "non-returnable" by a seller cannot be returned through Tusele unless otherwise agreed.
Return Shipping & Fees
- •If the return is due to Tusele's service error (damage or loss while in our custody), Tusele will cover reasonable return shipping costs.
- •If the return is for buyer's remorse or seller policy requires buyer to pay return shipping, the buyer covers return costs.
- •Any refunds of product value are issued by the seller or merchant; Tusele facilitates the logistics portion unless Tusele is the seller.
Processing Time
After we accept a valid claim, we will arrange collection or instructions within 3–7 business days and aim to complete investigations within 14 business days. Refund timelines depend on the seller/payment processor.
Dispute Escalation
If you and the seller cannot reach agreement, Tusele can assist in mediation.
Consumers also have rights under Zambian consumer law and may raise a complaint with the Competition & Consumer Protection Commission (CCPC).
Need Assistance?
Our team is here to help with your return or exchange request.
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