Customer Support & Dispute Resolution Policy

Last Updated: June 28, 2026

At Edge Store, we believe that great service doesn’t end at checkout. We are committed to supporting our customers before, during, and after every purchase.

This policy explains how we handle customer support requests, complaints, and disputes.

1. Our Commitment to Support

We are committed to:

1. Responding to customer inquiries as quickly as possible
2. Resolving issues fairly and transparently
3. Providing clear communication throughout the resolution process
4. Treating every customer with respect and professionalism

Whether it’s an order issue, refund request, delivery delay, or product concern — we are here to help.

2. How to Contact Us

Customers can reach Edge Store support through:

1. Our official website contact forms
2. Email support channels (as listed on www.edgestorez.com)
3. Phone or WhatsApp support (where available)
4. In-person assistance at our Lusaka Payment & Pickup Point (if applicable)

Please always include:

1. Your full name
2. Order number
3. Clear description of the issue
4. Supporting photos or videos (if relevant)

This helps us resolve your request faster.

3. Response Times

We aim to respond within:

1. 24–48 hours for general inquiries
2. 1–3 business days for complex cases (refunds, returns, investigations)

During peak periods (sales, holidays, promotions), response times may be slightly longer, but all requests are handled in the order received.

4. Types of Support Requests We Handle

We assist with:

1. Order tracking and updates
2. Delivery issues or delays
3. Refund and return requests
4. Cancellation requests
5. Payment verification issues
6. Product complaints or defects
7. Account or login problems
8. General inquiries about products or services

5. Dispute Resolution Process

If you experience an issue with your order, we follow a simple resolution process:

Step 1: Report the Issue

Contact our support team with full details of the problem.

Step 2: Investigation

Our team reviews your order, payment, and delivery records.

Step 3: Resolution Offer

We may offer one of the following solutions:

1. Replacement of the product
2. Refund (full or partial)
3. Store credit
4. Technical support or clarification

Step 4: Final Resolution

Once agreed, the solution is processed and completed within the applicable timeframes.

6. Escalation of Issues

If you are not satisfied with the initial response:

1. You may request escalation to a senior support representative
2. Your case will be reviewed again with additional attention
3. A final resolution will be provided based on policy and evidence

We aim to resolve all issues fairly before escalation is needed.

7. Evidence and Documentation

To ensure fair handling of disputes, we may request:

1. Photos or videos of damaged or incorrect items
2. Proof of purchase or order confirmation
3. Payment receipts
4. Additional clarification where necessary

Failure to provide required information may delay resolution.

8. Fraud Prevention and Misuse

To maintain fairness for all customers:

1. False claims or fraudulent disputes will be rejected
2. Repeated abuse of support systems may result in account restrictions
3. All cases are reviewed carefully before final decisions

We take customer protection seriously while also protecting the integrity of our platform.

9. External Dispute Resolution

If a dispute cannot be resolved internally:

1. It may be escalated in accordance with applicable consumer protection laws in Zambia
2. Legal or regulatory bodies may be involved where required
3. Both parties are expected to act in good faith during resolution

We always prefer to resolve issues directly with our customers before any external escalation.

10. Service Availability

While we aim to provide continuous support:

1. Response times may vary during high-demand periods
2. System maintenance or outages may temporarily affect communication channels
3. We will always resume support as quickly as possible

11. Customer Responsibility

To help us serve you better, customers are expected to:

1. Provide accurate and complete information
2. Communicate respectfully with support staff
3. Report issues within reasonable timeframes
4. Follow instructions provided during resolution

12. Our Goal

Our goal is simple:

To make sure every Edge Store customer feels heard, supported, and satisfied with their experience.

We don’t just sell products — we build trust through service.

13. Contact Us

For any support or dispute-related inquiries, please contact us via:

Edge Store Customer Support

Available through www.edgestorez.com contact channels

We are always ready to assist you.

Final Note

At Edge Store, every issue is an opportunity to improve. We value your feedback and use it to make our service better every day.