Refund Policy
Last updated: March 17, 2026
This Refund Policy was last updated on March 17, 2026. Please review it carefully.
30-Day Window
Refund requests must be made within 30 days of purchase
Case-by-Case
Each request is reviewed individually based on specific circumstances
Fast Processing
Refunds processed within 5-10 business days after approval
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1. Policy Overview
At Marketly, we strive to ensure complete customer satisfaction with every purchase. This Refund Policy outlines the terms and conditions under which refunds are granted for purchases made on our platform.
Important Notice
This policy applies to all purchases made through Marketly. By making a purchase, you agree to be bound by this Refund Policy in addition to our Terms of Service.
2. Refund Eligibility Criteria
Refunds are considered under the following circumstances:
Eligible for Refund
- Product Not Received: Physical products not delivered within 14 days of promised delivery date
- Wrong Item Received: Product received differs from what was ordered
- Damaged/Defective Items: Products arrived damaged or not functioning as described
- Digital Product Issues: Digital products that cannot be downloaded or accessed
- Service Not Rendered: Paid services that were not provided as described
- Unauthorized Purchase: Transactions made without account holder's authorization
Time Limit for Refund Requests
All refund requests must be submitted within 30 days from the date of purchase. Requests made after this period will not be considered.
3. Non-Refundable Items & Services
The following items and circumstances are generally NOT eligible for refunds:
Non-Refundable
- Digital Products After Download: Once a digital product has been downloaded or accessed
- Completed Services: Services that have been fully rendered
- Custom/Made-to-Order Items: Products customized specifically for the buyer
- Gift Cards/Vouchers: All gift card and voucher purchases
- Perishable Goods: Food items and other perishable products
- Change of Mind: Simple change of mind or incorrect ordering
- Subscription Fees: Partial refunds for unused subscription periods
Conditional Refunds
Some items may be eligible for partial refunds or exchanges under specific circumstances. Contact our support team for clarification on specific cases.
4. How to Request a Refund
Follow these steps to request a refund:
Submit Request
Log into your account and navigate to "Request Refund" or use the button at the top of this page. Provide your order number and reason for refund.
Provide Evidence
Upload supporting evidence such as photos of damaged items, screenshots of error messages, or any relevant documentation.
Contact Seller (Optional)
For marketplace items, you may be asked to contact the seller directly to attempt resolution before escalating to platform support.
Review Process
Our support team will review your request within 2-3 business days. You may be asked for additional information.
Decision & Processing
If approved, the refund will be processed to your original payment method. You will receive email confirmation.
Tips for Faster Processing
- Provide clear, detailed information about the issue
- Include photos or screenshots where applicable
- Respond promptly to any follow-up questions from our team
- Keep your order number and purchase details handy
5. Refund Processing Timeline
Request Submission: Refund request is submitted and logged in our system.
Initial Review: Support team reviews the request and contacts seller if applicable.
Investigation: Additional evidence may be requested and reviewed.
Decision Made: Approval or denial decision is communicated via email.
Processing: Approved refunds are processed through payment gateway.
Bank Processing: Funds appear in your account (varies by bank/payment method).
Processing Times May Vary
The timeline above is approximate. Processing times may vary based on:
- Payment method used (credit card, mobile money, etc.)
- Your bank's processing times
- Complexity of the refund request
- Seller response time for marketplace items
6. Seller-Specific Refund Policies
As a marketplace, individual sellers may have their own refund policies in addition to our platform policy:
6.1 Seller Discretion
Sellers on Marketly may offer more generous refund terms than our minimum requirements. Check individual product pages for seller-specific refund policies.
6.2 Seller Refund Processing
When a refund is approved for a marketplace item:
- Refund amount is deducted from seller's balance
- If insufficient balance, future earnings are withheld
- Seller is notified of the refund and reason
- Seller may appeal the decision within 7 days
6.3 Seller Responsibilities
- Maintain accurate product descriptions
- Fulfill orders as described
- Respond to refund requests within 48 hours
- Cooperate with platform investigations
- Accept returns for eligible physical items
7. Special Cases & Exceptions
7.1 Digital Products
Partial Refunds: May be considered if:
- Product is significantly different from description
- Product contains malware or viruses
- Licensing restrictions prevent intended use
- Product is incompatible with stated requirements
7.2 Services & Bookings
Cancellation Fees: Services may have cancellation policies:
- 24+ hours notice: Full refund
- 12-24 hours notice: 50% refund
- Less than 12 hours: No refund
- No-show: No refund
7.3 Physical Products
Return Shipping: For eligible returns:
- Seller pays return shipping for wrong/damaged items
- Buyer pays return shipping for change of mind
- Products must be in original condition with packaging
- Return must be initiated within 7 days of delivery
8. Frequently Asked Questions
Once approved, refunds typically take 5-10 business days to process, plus additional time for your bank or payment provider to reflect the funds in your account.
For most items, change of mind is not grounds for a refund. However, some sellers may accept returns for physical items in original condition within a specific timeframe. Check the seller's policy on the product page.
If a seller doesn't respond within 48 hours, our support team will intervene. We may approve the refund directly if the request meets our eligibility criteria.
For physical products, return is usually required unless the item is damaged, wrong, or not delivered. For digital products, return is not applicable.
Refunds are issued to the original payment method used for the purchase. If that's not possible, we may issue store credit or use an alternative method with your consent.
Exchanges are at the seller's discretion. Contact the seller directly to inquire about exchange options before requesting a refund.
If your refund request is denied, you'll receive an explanation. You may appeal the decision within 7 days by providing additional evidence or clarification.
9. Contact & Support
Refund Support
For questions about refunds or to check the status of your request.
refunds@marketlynetwork.comSupport Hours
Our refund support team is available Monday-Friday, 9:00 AM to 5:00 PM (CAT). Response time is typically within 24 hours during business days.
Understanding Your Rights
By making purchases on Marketly, you agree to this Refund Policy. We recommend keeping copies of your order confirmations and any correspondence related to refund requests.
This policy is subject to Zambian consumer protection laws and regulations.