Refund & Return Policy

Every payment on Kuvala Hub is held in escrow by us until you confirm the item was delivered as described. If something goes wrong, we hold the funds while you and the Seller work it out — with Kuvala mediating if needed.

Open a dispute from your order page if:

• The item never arrives within 14 days of dispatch.
• The item is materially different from the listing (wrong size, colour, style, or damaged).
• The item is counterfeit or in a condition significantly worse than described.

You have 3 days from delivery to open a dispute. After that, escrow auto-releases the payment to the Seller and refunds are at the Seller's discretion.

1. Go to Account → Orders and select the order.
2. Tap Open dispute and choose a reason.
3. Upload clear photos or evidence.
4. Message the Seller — most disputes resolve within 48 hours.

• Full refund — item never arrived, counterfeit, or grossly not as described. Buyer keeps or returns the item as agreed.
• Partial refund — minor issues (e.g. small defect) resolved by mutual agreement.
• Return & refund — Buyer returns the item; Seller refunds on receipt. Return shipping is paid by the Seller if the item is faulty or misdescribed, otherwise by the Buyer.
• Release to Seller — dispute not upheld, funds are released.

• Pierced jewellery, underwear and swimwear (hygiene).
• Beauty products where seals are broken.
• Custom-made or tailored items made to your measurements.
• Items marked Final sale at checkout.

Buyer protection still applies if these items arrive damaged, counterfeit or wrongly described.

Approved refunds are returned to the original payment method (Mobile Money, card or bank) within 3 – 7 business days of approval. Timing depends on your bank or mobile money provider.

If you and the Seller cannot agree within 3 days of the dispute being opened, Kuvala's team reviews the evidence and issues a binding decision. We may request additional photos, chat transcripts or delivery proof.

Using a chargeback instead of the dispute process may result in your account being suspended. Attempted fraud is reported to the payment processor and relevant Zambian authorities.

Need help with a dispute? Email support@kuvala.co.zm with your order number.