Terms and Conditions
Refund Policy
Sales of all products and services on Zuo Afia Marketplace are made through an escrow feature for buyer protection.
This means that the Zuo Afia platform receives and locks every payment from a buyer, and only releases it to the seller when the seller is able to deliver the item as agreed with the buyer.
If the seller is not able to deliver the product or service, the payment can be returned to the buyer (less a little percentage as escrow fee).
Once payment is made by a buyer, no refund can be made to the buyer except:
- The seller determines that they cannot meet up with the buyer’s requirements and therefore asks or agrees that such refund should be made. In this case, the escrow fee may not be charged depending on the individual circumstance. The refund to the buyer may or may not include the payment gateway charge (depending on the policy of the payment gateway used).
- The seller fails to deliver the product or service as agreed with the buyer. In this case, the escrow fee is charged. The refund to the buyer may or may not include the payment gateway charge (depending on the policy of the payment gateway used). A full or partial refund to the buyer (less necessary charges) may apply depending on the product/service and on the individual case.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, magazines or downloadable software cannot be returned.
Refunds
For applicable products, once your return is received and inspected by the vendor, you will receive a notification email.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us using the form on the Contact Page of our website..
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Replacements.
Except otherwise stated by or agreed with the vendor, vendors may only replace items if they are defective or damaged. If you need to exchange it for the same item, discuss with the vendor.
Returns.
If a product that you purchased has been deemed eligible for return to the vendor, we shall arrange with the vendor on how you can ship the item to them
Except otherwise stated by or agreed with the vendor, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that the vendor will receive your returned item.
Prohibited Products
You must not use Stripe payment gateway on ZuoAfia for any of the restricted businesses listed on Stripe’s Prohibited and Restricted Businesses page (https://stripe.com/legal/restricted-businesses).
You must not use AliPay payment gateway on ZuoAfia for any of the restricted businesses listed on AliPay’s Prohibited and Restricted Businesses page (https://global.alipay.com/docs/ac/Platform/le18gg).
You must not use WeChat payment gateway on ZuoAfia for any of the restricted businesses listed on WeChat Pay’s Forbidden or Restricted business categories (https://pay.weixin.qq.com/index.php/public/wechatpay_en/proper_rule).
Prohibited Countries (Sellers)
You must not use Stripe payment gateway on ZuoAfia if you are a seller from any of the countries listed on Stripe’s Prohibited and Restricted Businesses page (https://stripe.com/legal/restricted-businesses).
Contact Us
For further enquiries or assistance relating to returns and refunds, feel free to contact us using the form on the Contact Page of our website.