Refund policy

YOGIPOPS DAIRY PRODUCTS LIMITED

Refund & Cancellation Policy

Effective Date: May 2026

1. Introduction

At Yogipops Dairy Products Limited, we are committed to delivering fresh, high-quality dairy products to our customers across Lusaka Province and beyond. This Refund and Cancellation Policy outlines the terms under which customers may request a refund or cancel an order placed through our website or other sales channels.

By placing an order with Yogipops, you agree to the terms set out in this Policy. We encourage you to read this document carefully before completing your purchase.

2. Eligibility for Refunds

Due to the perishable nature of dairy products, refund eligibility is strictly time-bound and subject to the conditions below.

2.1 Eligible Reasons for a Refund

A refund or replacement may be requested where:

• The product delivered is defective, spoiled, or damaged upon receipt.

• The product delivered does not match the order placed (wrong item or quantity).

• The product has not been delivered within the agreed delivery window without prior notice from Yogipops.

• The product is found to be past its expiry date at the time of delivery.

2.2 Non-Eligible Situations

Refunds will not be granted in the following circumstances:

• The request is made more than 24 hours after the product has been delivered.

• The product has been partially or fully consumed before the complaint is raised.

• The customer ordered the incorrect product and does not wish to keep it (change of mind).

• Improper storage of the product by the customer after delivery, resulting in spoilage.

• Complaints arising from products delivered to an incorrect address due to customer error.

3. Refund Request Timeframe

All refund requests must be submitted within 24 hours of receiving your order. Requests made after this window will not be considered, except in exceptional circumstances at the sole discretion of Yogipops management.

To ensure a timely resolution, we strongly recommend inspecting your delivery immediately upon receipt and contacting us as soon as any issue is identified.

4. How to Submit a Refund Request

To initiate a refund or replacement, please follow these steps:

• Contact Yogipops customer support via phone, email, or WhatsApp within 24 hours of delivery.

• Provide your order number, name, date of delivery, and a clear description of the issue.

• Where applicable, attach photographic evidence of the defective or incorrect product.

• Our team will acknowledge your request within 4 business hours and advise on next steps.

Please retain the original packaging and any defective products until the matter is resolved, as we may request their return for quality assurance purposes.

5. Refund Methods & Processing Time

Upon approval of a valid refund claim, Yogipops will offer one of the following remedies at our discretion:

• Product Replacement: A fresh replacement of the affected item(s) will be arranged at no additional cost, delivered at the next available delivery slot.

• Store Credit: Credit equivalent to the value of the affected product(s) will be applied to your Yogipops account for use on future orders.

• Cash/Mobile Money Refund: In cases of non-delivery or significant product failure, a monetary refund may be issued to the original payment method within 3–5 business days.

Yogipops reserves the right to determine the most appropriate remedy on a case-by-case basis.

6. Order Cancellations

6.1 Cancellation by the Customer

You may cancel an order before it has been processed for dispatch. Once an order is dispatched, it can no longer be cancelled. To cancel an order:

• Contact us immediately by phone or WhatsApp using the details on our website.

• Quote your order number and request cancellation.

• If the order has not yet left our facility, we will confirm cancellation and process a full refund.

6.2 Cancellation by Yogipops

Yogipops reserves the right to cancel or modify an order in the following circumstances:

• The ordered product is temporarily out of stock.

• Delivery to the specified address is not feasible on the requested date.

• Payment has not been confirmed or has failed.

• Circumstances beyond our reasonable control (force majeure), such as extreme weather, civil unrest, or public health emergencies.

In such cases, we will notify the customer promptly and offer a full refund or an alternative delivery arrangement.

7. Non-Refundable Items

The following are non-refundable under any circumstances:

• Promotional or discounted products purchased during special offers, unless defective.

• Products for which the ‘26-hour cooling period’ post-order has elapsed and have been confirmed delivered.

• Delivery fees, unless the non-delivery was due to an error on the part of Yogipops.

8. Dispute Resolution

If you are dissatisfied with the outcome of your refund request, you may escalate the matter to our management team. We are committed to resolving all disputes fairly and in a timely manner. Escalated complaints will be reviewed and responded to within 5 business days.

Yogipops Dairy Products Limited is committed to consumer protection in accordance with the laws of the Republic of Zambia, including applicable provisions of the Competition and Consumer Protection Act.

9. Changes to This Policy

Yogipops Dairy Products Limited reserves the right to amend this Policy at any time. Any changes will be posted on our website with an updated effective date. Continued use of our services after such changes constitutes your acceptance of the revised Policy.