Top Store Emarket – Policy Handbook
Welcome to Top Store Emarket. These policies outline the rules and guidelines that apply to all customers and vendors using our platform. By using our services, you agree to follow these policies.
1. Terms & Conditions
Top Store Emarket provides a digital marketplace connecting buyers and independent vendors.
By creating an account or making a purchase, you agree to abide by our rules.
Vendors are responsible for the products they list, including accuracy of descriptions, pricing, and stock availability.
Customers agree to use the platform lawfully and avoid fraudulent activities.
2. What We Sell
Electronics: mobile phones, accessories, laptops, and gadgets
Fashion & Apparel: men’s, women’s, and children’s clothing & footwear
Beauty & Personal Care: skincare, cosmetics, grooming products
Home & Kitchen: appliances, utensils, decor
Groceries & Household Essentials
Health & Wellness (non-prescription)
3. What We Do Not Sell
Illegal or counterfeit goods
Alcohol, tobacco, recreational drugs
Weapons, ammunition, hazardous materials
Pornographic or explicit content
Restricted pharmaceuticals and unapproved medical devices
2. Privacy Policy
We respect your privacy and protect your personal information.
Information collected includes account details, contact information, order history, and payment details.
We use this information to process orders, improve services, and provide support.
Payment details are securely handled by trusted third-party providers (e.g., Flutterwave, Paystack, MTN & Airtel Mobile Money).
We do not sell or share your information without consent, except where required by law.
3. Vendor Policy & Seller Agreement
Vendors must ensure that all products listed are genuine, legal, and of good quality.
Counterfeit or prohibited goods are not allowed.
Vendors are responsible for packaging and timely delivery of orders.
Commission fees (10% per order, unless otherwise stated) will be deducted before payout.
Payouts are made after successful delivery and customer confirmation.
Failure to comply with policies may lead to suspension or permanent removal.
4. Refund & Return Policy
Customers may request a return or refund within 7 days of receiving the product if:
The product is damaged or defective.
The product is different from what was ordered.
Products must be unused, in original packaging, and returned with proof of purchase.
Refunds are processed within 7 business days after approval.
Certain products (personal care, digital items, perishables) may not be eligible for return.
5. Shipping & Delivery Policy
Delivery options include courier services, Zampost, or vendor-managed delivery.
Estimated delivery times:
Local (within town/city): 1–3 business days
Nationwide: 3–7 business days
Shipping fees may vary depending on location and courier.
Vendors are responsible for ensuring safe packaging and timely handover to the carrier.
6. Payment Policy
Accepted payments: MTN Mobile Money, Airtel Money, Zamtel Money, Visa/Mastercard, and Bank Transfers.
All payments are processed securely through trusted gateways.
Vendors receive payments after order delivery is confirmed.
In case of disputes, funds may be held until resolution.
7. Dispute Resolution Policy
If a problem arises, customers should first contact the vendor through our platform.
If unresolved, Top Store Emarket will mediate between customer and vendor.
If no agreement is reached, disputes may be referred to relevant Zambian consumer protection authorities.
Our decision during mediation is final within the platform.
8. Prohibited Products & Activities
Illegal items, counterfeit goods, drugs, weapons, and restricted products are strictly forbidden.
Vendors engaging in fraud, false advertising, or misuse of the platform will be permanently banned and will be reported to the Zambian court of law.
Customers found engaging in fraud will also face account suspension and will be reported to the Zambian court of law.
Top Store Emarket – Policy Handbook
Welcome to Top Store Emarket. These policies outline the rules and guidelines that apply to all customers and vendors using our platform. By using our services, you agree to follow these policies.
1. Terms & Conditions
Top Store Emarket provides a digital marketplace connecting buyers and independent vendors.
By creating an account or making a purchase, you agree to abide by our rules.
Vendors are responsible for the products they list, including accuracy of descriptions, pricing, and stock availability.
Customers agree to use the platform lawfully and avoid fraudulent activities.
2. What We Sell
Electronics: mobile phones, accessories, laptops, and gadgets
Fashion & Apparel: men’s, women’s, and children’s clothing & footwear
Beauty & Personal Care: skincare, cosmetics, grooming products
Home & Kitchen: appliances, utensils, decor
Groceries & Household Essentials
Health & Wellness (non-prescription)
3. What We Do Not Sell
Illegal or counterfeit goods
Alcohol, tobacco, recreational drugs
Weapons, ammunition, hazardous materials
Pornographic or explicit content
Restricted pharmaceuticals and unapproved medical devices
2. Privacy Policy
We respect your privacy and protect your personal information.
Information collected includes account details, contact information, order history, and payment details.
We use this information to process orders, improve services, and provide support.
Payment details are securely handled by trusted third-party providers (e.g., Flutterwave, Paystack, MTN & Airtel Mobile Money).
We do not sell or share your information without consent, except where required by law.
3. Vendor Policy & Seller Agreement
Vendors must ensure that all products listed are genuine, legal, and of good quality.
Counterfeit or prohibited goods are not allowed.
Vendors are responsible for packaging and timely delivery of orders.
Commission fees (10% per order, unless otherwise stated) will be deducted before payout.
Payouts are made after successful delivery and customer confirmation.
Failure to comply with policies may lead to suspension or permanent removal.
4. Refund & Return Policy
Customers may request a return or refund within 7 days of receiving the product if:
The product is damaged or defective.
The product is different from what was ordered.
Products must be unused, in original packaging, and returned with proof of purchase.
Refunds are processed within 7 business days after approval.
Certain products (personal care, digital items, perishables) may not be eligible for return.
5. Shipping & Delivery Policy
Delivery options include courier services, Zampost, or vendor-managed delivery.
Estimated delivery times:
Local (within town/city): 1–3 business days
Nationwide: 3–7 business days
Shipping fees may vary depending on location and courier.
Vendors are responsible for ensuring safe packaging and timely handover to the carrier.
6. Payment Policy
Accepted payments: MTN Mobile Money, Airtel Money, Zamtel Money, Visa/Mastercard, and Bank Transfers.
All payments are processed securely through trusted gateways.
Vendors receive payments after order delivery is confirmed.
In case of disputes, funds may be held until resolution.
7. Dispute Resolution Policy
If a problem arises, customers should first contact the vendor through our platform.
If unresolved, Top Store Emarket will mediate between customer and vendor.
If no agreement is reached, disputes may be referred to relevant Zambian consumer protection authorities.
Our decision during mediation is final within the platform.
8. Prohibited Products & Activities
Illegal items, counterfeit goods, drugs, weapons, and restricted products are strictly forbidden.
Vendors engaging in fraud, false advertising, or misuse of the platform will be permanently banned and will be reported to the Zambian court of law.
Customers found engaging in fraud will also face account suspension and will be reported to the Zambian court of law.