Shipping & Returns

This policy outlines the shipping timelines, delivery coverage, return eligibility, and refund process for purchases made on TownXpress.

1. Shipping and Delivery

We aim to dispatch all confirmed orders within 1–3 business days.
Delivery timelines may vary depending on the item, supplier location, and destination city.
Deliveries are handled by our in-house team or trusted courier partners. Tracking information is provided under order history in your TownXpress account.
We currently deliver across major cities in Malawi. Delivery outside city limits may take longer or require additional charges.

2. Delivery Fees

Delivery fees are calculated at checkout based on location and item size/weight.
Some promotions may offer free shipping. These will be clearly indicated on the product or checkout page.

3. Return Policy

Returns are accepted for defective, incorrect, or damaged items reported within 7 days of delivery.
To initiate a return, please contact us at support@townxpress.com with your order number and a clear description or photo of the issue.
Returned items must be unused, in original condition, and in original packaging (if applicable).

4. Non-Returnable Items

We do not accept returns for:

Used or damaged items not caused during delivery
Personal hygiene products, masks, or undergarments
Items marked as “Final Sale” or “Non-Returnable”

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved refunds are processed within 3–7 business days and returned via the original payment method.
If the original method is unavailable (e.g. expired mobile wallet), we may arrange an alternative method in consultation with you.

6. Exchanges

Exchanges are processed as returns followed by a new order. You may return the item and place a fresh order for the correct size or alternative item.

7. Contact

For any questions regarding deliveries or returns, email us at support@townxpress.com.

Effective Date: August 1, 2025