Return and Refund Policy

Overview

All purchases from Farming in Africa are generally final and non‑refundable unless the product is defective, damaged in transit, or incorrectly supplied, as expressly detailed in this policy. Please read this policy before placing an order. It applies to purchases made through our website and at our physical outlets and covers returns, refunds, replacements and warranties for Seeds, Tools & Machinery, Livestock Feeds, Medications & Vaccines, Chemicals, and Livestock Breeds.

1. Scope & Definitions
– Seller / We / Us: Farming in Africa.
– Customer / You: purchaser of our products.
– Delivery date: the date goods are delivered to the customer or consignee.
– Perishable products: items requiring cold‑chain or limited shelf life (e.g., vaccines, certain feeds).
– Defect: a manufacturing fault, transit damage, or a verified pre‑existing disease/condition in livestock present at the time of sale.

2. General Principles
– All sales are final and non‑refundable except where a product is defective, damaged on delivery, or incorrectly supplied, and such exceptions are described in this policy.
– Customers must inspect goods on delivery. Any visible damage, shortage or discrepancy must be reported immediately (see Section 5).
– Returns are accepted only where this policy permits. Product categories have specific rules (see Section 4).
– Customers are responsible for correct handling and storage after delivery; improper storage or misuse may void returns, refunds and warranties.
– Proof of purchase (order number, invoice or receipt) is required for all claims.
– Approved refunds will be processed to the original payment method unless otherwise agreed.

3. How to Request a Return, Refund or Replacement
– Contact Customer Service within the time limits stated for the product category (phone, email or live chat).
– Provide your order number, product name, delivery date, photos or video of the issue, and where relevant a veterinary certificate or laboratory test.
– If the claim is accepted, we will issue a Return Authorization (RA) number and provide return instructions.
– Do not return goods without an RA number; unauthorised returns may be refused.
– For perishable or hazardous goods, we will arrange collection in agreed circumstances.
– Payment refund will be processed and paid to the customer within a 90 day period.

4. Product‑Specific Terms

A. Seeds
– Report visible transit damage within 24 hours of delivery.
– Return eligibility: unopened, undamaged, resalable packets reported within 5 days; germination claims must be reported within 7 days of attempted germination and supported by evidence.
– Not eligible: opened, resealed, planted or used seed packets, or germination failures not supported by storage/handling evidence and/or independent germination tests and failure to follow required standard planting procedure.
– Evidence required: photos of packaging, batch/lot number and delivery documentation; representative samples may be requested.
– Remedy: refund or replacement for confirmed defective or incorrectly shipped lots.

B. Tools & Machinery
– Return window for unused items: 10 calendar days from delivery (items must be complete and in original packaging).
– Warranty: manufacturing defects are covered for 30 days or for the manufacturer’s stated warranty period, subject to inspection.
– Not eligible: used items (unless covered by warranty), damage from misuse, lack of maintenance or normal wear and tear.
– Fees: up to a 30% restocking fee may apply for returns not due to our error. Return shipping is the customer’s responsibility unless the return is due to our error or a confirmed defect.
– Remedy: repair, replacement or refund at our discretion after inspection.

C. Livestock Feeds
– Report visible transit damage within 24 hours. Return requests for unopened bags must be made within 14 calendar days.
– Not eligible: opened or partially used bags; performance claims unsupported by management records.
– Evidence: photos, batch number and delivery note; contamination claims may require lab testing.
– Remedy: refund or replacement for verified defect or contamination.

D. Medications & Vaccines
– High‑sensitivity category: report transit damage or cold‑chain breach within 24 hours.
– Not eligible: opened vials, used doses, products without original packaging, or items exposed to improper storage attributable to the customer.
– Cold chain: we are not liable for efficacy loss if recommended temperature control is not maintained after delivery; proof of temperature history may be required.
– Remedy: refund or replacement for verified transit damage, expiry on delivery or confirmed defects.

E. Chemicals (pesticides, herbicides, fertilizers)
– Report visible damage within 24 hours.
– Not eligible: opened or partially used containers, improper storage or misuse, and customer‑applied mixtures that cause damage.
– Regulatory compliance: customers are responsible for lawful use, storage and disposal. Some chemicals cannot be returned; we will advise where returns are not permitted.
– Remedy: refund or replacement for confirmed manufacturing/packing defects or transit damage.

F. Livestock Breeds (goats, sheep, pigs)
– Inspect animals immediately on arrival. If animals are visibly unhealthy, notify us and, if appropriate, refuse delivery.
– Arrival report window: report visible injury, death on arrival or extreme distress within 24 hours. Photographic evidence and a veterinary certificate may be required.
– Short‑term arrival guarantee: animals must arrive alive and in generally good condition. Death on arrival may be eligible for refund or replacement subject to evidence and inspection.
– Health warranty period: 30 days from delivery for conditions present at time of sale and confirmed by a licensed veterinarian (e.g., contagious disease or congenital defect). Claims must include a veterinary certificate and, where applicable, post‑mortem or lab results.
– Exclusions: conditions resulting from customer negligence (poor housing, feeding, biosecurity failures), post‑handover transport stress, mixing with other stock, new diseases acquired after delivery, or failure to adapt to new environments.
– Returns of live animals are complex and subject to biosecurity, welfare and regulatory approval. Transport, quarantine and veterinary costs for return are the customer’s responsibility unless otherwise agreed.
– Remedy: refund, replacement or credit at our discretion for verified pre‑existing disease or death on arrival; replacement timing and shipping costs will be agreed case‑by‑case.

5. Timeframes, Inspection & Processing
– Notification: as specified per category (24 hours for perishable and livestock arrival issues; 14 days for most other categories).
– Returns shipping: customers pay for returns except when we are at fault (wrong item, transit damage, defective product), in which case we will arrange and pay return shipping.
– Inspection: we will inspect returned items and confirm eligibility within 7–14 business days of receipt.
– Refunds: once approved and inspected, refunds will be processed within 14 business days and issued to the original payment method. Refunds will not be reduced by transaction fees paid by the customer at purchase.
– Exchanges or replacements: processed after inspection and subject to stock availability. If replacement stock is unavailable, we will offer a refund or store credit.

6. Evidence & Documentation
– Required: proof of purchase (invoice, order number), photos or video of product condition and packaging, batch/lot number and expiry date where applicable.
– Livestock claims: veterinary certificate, treatment records, post‑mortem results or lab reports may be required.
– Contamination claims: samples for testing may be requested at our discretion and possibly at the customer’s cost unless a defect is proven.

7. Partial Refunds, Restocking Fees & Deductions
– Partial refunds may be issued for items with minor damage or missing/repairable parts.
– Shipping and handling charges are non‑refundable except where the return is due to our error or a confirmed defective product.
– Restocking fees may apply as specified in the relevant product section.

8. Warranties & Liability
– Warranties vary by product: tools/machinery may carry manufacturer warranties; seeds/feeds carry a quality‑on‑receipt guarantee; livestock carry a limited health warranty; medications/vaccines are warranted for quality on delivery if storage requirements were met.
– Warranties do not cover misuse, improper storage, lack of maintenance, negligence, accidents or normal wear and tear.
– We do not guarantee agricultural outcomes (germination rates, animal performance, crop yields) unless a separate written guarantee is provided.
– To the maximum extent permitted by law, our liability is limited to the purchase price of the product.

9. Safety, Biosecurity & Legal Compliance
– Customers must comply with all applicable laws and regulations regarding purchase, transport, use and disposal of chemicals, medications, vaccines and livestock.
– Returned animals and certain hazardous goods may be subject to quarantine or disposal; customers are responsible for associated costs unless the return is accepted by us.
– We will refuse returns that pose a risk to health, safety or the environment and will provide guidance on safe disposal where required.

10. Dispute Resolution & Consumer Rights
– If you are dissatisfied with our decision, escalate the matter to [Customer Service Supervisor / Management] within 14 days. We will investigate and respond within 10 business days.

11. International Sales & Returns
– International orders may be subject to customs, import restrictions and additional handling. Buyers are responsible for compliance with their country’s import regulations.
– International returns: additional shipping, customs clearance and duties may apply and are usually the customer’s responsibility unless the return is due to our error.

12. Contact Information
– Customer Service: +233 545 793 848 / +234 912 120 9488
– Email: contact@farminginafrica.com
– Returns address (for authorized returns only): [Insert physical address]
– Office hours: [8:00am – 5:00pm]

13. Changes to this Policy
We may update this policy from time to time. The current version and effective date will be posted on our website and will apply to purchases made while that version is in effect.

14. Quick Checklist for Customers
– All purchased goods are non‑refundable unless defective as defined in this policy.
– Inspect goods immediately at delivery and retain packaging.
– Photograph any damage and keep labels and delivery notes.
– For livestock, arrange a veterinary check immediately and keep records.
– For temperature‑sensitive products, document condition on receipt (e.g., temperature indicator).
– Contact Customer Service promptly and do not discard potentially defective products until instructed.