Returns & Refunds Policy
At Multigrade General Trading, customer satisfaction is important to us. This Returns & Refunds Policy outlines the conditions under which products may be returned, exchanged, or refunded.
1. Eligibility for Returns
Customers may request a return or exchange for eligible products within 7 days of purchase, provided that:
- The item is unused and in its original condition.
- The original packaging and accessories are included.
- Proof of purchase (receipt or invoice) is provided.
2. Defective or Damaged Products
If a product is found to be defective or damaged at the time of purchase, customers should notify us immediately. Eligible items may be repaired, replaced, or refunded after inspection.
3. Non-Returnable Items
The following items may not be eligible for return or refund:
- Products damaged through misuse or negligence.
- Products with missing accessories or packaging.
- Software, airtime, mobile money transactions, bill payments, or other completed digital services.
- Products sold as clearance or special offers unless defective.
4. Refund Process
Approved refunds will be processed using the original payment method whenever possible. Refund processing times may vary depending on the payment provider.
5. Exchanges
Where appropriate, customers may exchange an eligible product for the same item or another item of equal value, subject to stock availability.
6. Phones on Credit
Products purchased on credit may be subject to additional terms and conditions. Refunds or exchanges for such products will be handled according to the applicable credit agreement.
7. Contact Us
Multigrade General Trading
Phone: +260 966 806 909 / +260 776 310 310
Email: simushi@multigradestores.com
Ndola, Zambia
We reserve the right to update this policy at any time without prior notice.