Returns & Refund Policy

1. Customer Satisfaction Guarantee

At Postack Delivery, customer satisfaction is our top priority. We source fresh groceries, chilled beverages, and daily essentials directly from trusted suppliers and verified dark stores. If any item delivered to your home does not meet our strict quality standards, we are committed to making it right promptly through an immediate replacement or full refund.

2. Order Cancellations

• Before Courier Dispatch (Free): You may cancel your order free of charge at any time while it is in the “Pending” or “Preparing” stage. 100% of your payment (including delivery fee) will be refunded immediately.
• After Courier Dispatch: If cancellation is requested after a courier has picked up the order and is en route, the item cost will be refunded, but a standard delivery fee may be deducted to compensate the courier for the transit time.

3. Damaged, Expired or Incorrect Items

If an item in your order is delivered in poor condition, damaged in transit, past its expiry date, or does not match what you ordered:

• Inspect at Delivery: You are encouraged to review items upon receipt at your door. You may decline any compromised item directly with the courier.
• Report Window: Contact customer support within 2 hours of delivery for perishable items (meat, fresh produce, dairy) and within 24 hours for non-perishable packaged goods.
• Evidence: Simply take a quick photo of the defective item and share it via in-app chat or email to support@postackdelivery.com.
• Remedy: We will immediately dispatch a fresh replacement free of charge or issue a full refund for the affected item.

4. Refund Methods & Timelines

All approved refunds are credited back to the original payment method used during checkout:

• Mobile Money (MTN, Airtel, Zamtel): Processed immediately upon approval. Funds typically reflect in your mobile money wallet within 5 to 30 minutes, subject to network operator clearing.
• Visa & Mastercard: Issued back to the cardholder account within 2 to 5 business days, depending on your issuing bank's settlement schedule.
• Store Credit / Wallet: Can be credited instantly for immediate use on your next order if preferred.

5. Non-Refundable Items & Exceptions

For hygiene and safety reasons under Zambian public health regulations, the following items cannot be returned once accepted:

• Opened or unsealed personal hygiene products (e.g., toothbrushes, feminine hygiene, skincare products).
• Perishable items that were stored incorrectly after delivery handover (e.g., ice cream or fresh dairy left unrefrigerated).
• Items damaged due to customer misuse or improper handling after completed delivery.

6. How to Submit a Refund Claim

To start a claim, please have your Order ID ready (found on your order tracking screen or confirmation SMS) and reach out through either: