Refund & Returns Policy

Payment for an order is held in escrow by Lupasphere and is not released to the seller until the buyer confirms receipt by sharing the delivery PIN with the rider. This gives the buyer an opportunity to check the order at the point of delivery.

• Inspect your item before sharing your delivery PIN.
• If the item is clearly wrong, damaged, or missing, do not share the PIN — decline delivery and report the issue in-app immediately.
• Once the PIN is shared, delivery is treated as accepted and funds are released to the seller.

You may request a refund, return, or replacement where the item:

• was not delivered;
• is materially different from its listing (wrong item, wrong size/variant, or misdescribed);
• arrived damaged or defective; or
• is counterfeit or prohibited.

• Item not delivered: report within 48 hours of the expected delivery time.
• Wrong, damaged, or defective item: report within 48 hours of delivery (or before sharing the PIN, ideally).
• Counterfeit / prohibited item: report any time it is discovered.

Reports made after these windows may still be reviewed at our discretion but are not guaranteed.

Unless faulty or misdescribed, the following are generally not eligible for return for hygiene, safety, or practical reasons:

• perishable goods (food, fresh produce);
• intimate or personal hygiene products once opened;
• made-to-order or personalised items;
• digital goods and gift cards once delivered or redeemed; and
• items damaged by buyer misuse after delivery.

• Open the order in the Lupa app and select Report an Issue.
• Describe the problem and attach photos where relevant.
• Our team reviews the claim, contacting the seller and (where relevant) the rider.
• We notify you of the outcome, normally within 3–5 business days.

Approved refunds are returned to the mobile money account used for payment. Once approved, refunds are typically processed within 5–10 business days, subject to mobile network operator processing times. Platform service fees may be refunded where the fault lies with the seller or platform.

• Where the seller or platform is at fault (wrong, damaged, defective, or counterfeit item), return delivery is arranged at no cost to the buyer.
• Where a return is for buyer change-of-mind (and the seller accepts such returns), the buyer may bear the return delivery cost.

Sellers must describe items accurately, ship the correct goods, and honour valid refund and return decisions. Repeated valid complaints may result in payout holds, account restriction, or removal from the platform under our Seller Agreement and Acceptable Use Policy.

If you disagree with a decision, you may escalate to support@lupasphere.com for senior review. Nothing in this Policy removes your statutory rights or your right to refer a complaint to the Competition and Consumer Protection Commission (CCPC).

Lupasphere Integrated Platforms Limited
Plot 1193/B, Ibex, Chongwe, Zambia
PACRA: 120261046351
Support: support@lupasphere.com