At Afrigrocer, customer satisfaction is our priority. If you are not fully satisfied with your purchase, we are here to help. This policy explains how refunds, returns, and replacements work on our platform.
November 2025
1. Eligibility for Returns
You may request a return or replacement if:
- You received the wrong item
- The product arrived damaged, expired, or defective
- Items were missing from your order
- You received a product that does not match the description on our website
For health and safety reasons, we cannot accept returns on:
- Fresh produce (fruits, vegetables, herbs, meat, fish)
- Opened or partially used items
- Perishable goods
- Frozen foods
- Personal care products
2. Return Request Window
Return or refund requests must be made within 48 hours of receiving your order.Requests made after this window may not be eligible.
3. How to Request a Return or Refund
To initiate a request, please contact our support team with:
- Order number
- Name and contact information
- Clear description of the issue
- Photo or video evidence (if applicable)
4. Refund Process
Once your request is approved:
- Refunds are processed to your original payment method
- Processing time is typically 3–7 business days, depending on your bank or payment provider
Shipping fees are non-refundable, except where Afrigrocer is responsible for the error.
5. Replacements
If you prefer a replacement instead of a refund, we will:
- Resend the correct or replacement item
- Deliver it at no extra cost (for eligible claims)
6. Order Cancellations
Orders may be canceled before they are shipped.
Once an order is already in transit, cancellation is no longer possible.
7. Incorrect Delivery Information
Afrigrocer is not responsible for failed deliveries caused by:
- Incorrect addresses
- Invalid phone numbers
- Recipient unavailability
8. Exceptions
Afrigrocer reserves the right to decline returns for reasons including:
- Suspicious or repeated return claims
- Products mishandled by the customer
- Items not in original packaging (where applicable)
