At The Cake Couture Zambia, we aim to provide our customers with high-quality products and a positive shopping experience. However, we understand that there may be instances where you wish to return or exchange a product. Our Return Policy is designed to align with Zambian consumer protection laws.
1. General Return Policy
We accept returns for products purchased on our website, provided the product is in its original condition, unused, and in its original packaging.
Returns must be initiated within 14 days of receiving your product, in accordance with the Zambian Electronic Transactions and the Consumer Protection Acts, unless otherwise permitted under any other applicable Laws.
Refunds will only be issued to the original payment method and details used during the purchase.
2. Conditions for Returns
To be eligible for a return, the following conditions must be met:
The product must be returned in its original condition, unused, and with all original packaging, labels, and documentation.
Proof of purchase (e.g., receipt or order confirmation) must be provided.
Products that are non-returnable such as perishable goods and items marked/bought as “Sale” may not be returned.
3. Damaged or Defective Products
If the product is damaged or defective upon delivery, you must notify us within 24 hours of receiving the product. We will either:
Replace the damaged or defective product, or
Offer a full refund, including shipping costs.
Please note that we will require photographic evidence of the damage or defect for verification purposes taken within the stated 24 hours.
4. Return Process
To initiate a return:
Contact our Customer Support Team at +260777191565 to request a return authorization.
Provide your order number, product details, and reason for the return.
Once authorized, you will be given instructions on how to return the product to our designated return address.
Customers are responsible for the cost of shipping returns, unless the return is due to a damaged or defective product, in which case we will cover the return shipping costs.
5. Refunds
Once we receive the returned product, we will inspect it to ensure it meets the return conditions. If the return is approved:
A full refund will be processed to your original payment method within not more than 14 days.
If the return is rejected due to non-compliance with the return conditions, we will notify you, and you may be asked to pay for the return shipping of the product.
6. Non-Returnable Items
The following items are non-returnable:
Products that have been opened and are not defective.
Perishable goods.
Sealed products once opened and/or used.
All Sale Items.
7. Cancellations
If you wish to cancel an order, you may do so before the product is shipped. To cancel, contact our Customer Support Team immediately. Once the product has been shipped, you will need to follow the return process above.
8. Consumer Rights
In line with the Zambian Consumer Protection provisions, you have the right to cancel your purchase, not listed under “Non-Returnable Items”, within 14 days of receiving the product, subject to the terms outlined in this policy. If you have any concerns regarding your purchase, you can contact our Customer Support Team for assistance.
Contact Us
If you have any questions regarding this Return Policy or need assistance with a return, please contact us at: