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Returns & Refunds Policy

Last updated: November 8, 2026 — Our promise: if we send the wrong item or a defective product, we make it right.

1. Eligibility

  • Returns are accepted within 48 hours of delivery / collection.
  • Goods must be unused, in original packaging and accompanied by proof of purchase (order number or receipt).
  • Food items must be unopened, sealed, and within their best-before window.
Note on perishables: Peanuts, grains and dried produce are perishable food goods. Once opened or consumed, returns cannot be accepted for hygiene reasons unless the product was defective at the point of delivery.

2. What is NOT Returnable?

  • Opened / consumed food products.
  • Custom bulk orders already processed or cut to your specification.
  • Sale / clearance items sold "as-is" (marked at checkout).
  • Gift vouchers, loyalty points or digital downloads (if any).

3. How to Return

Contact our support team within 48 hours of delivery via:

  • Email: no-reply@theagriproduce.com with your order number and photos of the issue.
  • Or: create a Support Ticket from your Account dashboard.
  • Or: WhatsApp / phone number listed on our Contact page during business hours.

Do not send goods back before receiving a confirmed return authorisation from our team — unauthorised returns cannot be processed.

4. Refund Methods

  • Mobile Money refund — back to the exact MoMo number paid from (1 – 3 business days).
  • Card refund — reversed to the original card (3 – 7 business days, depending on your issuer).
  • Store credit — at your request, credited immediately to your account with a 5% bonus applied.

5. Wrong / Defective Items

If we shipped the wrong item, wrong quantity, or an item arrived damaged / spoiled:

  • We will refund 100% of the product cost plus redelivery fees, or
  • We will collect the incorrect item and deliver the correct item at no extra cost to you, or
  • We will issue an enhanced store credit (product value + 10%) at your election.

6. Cancellation Before Dispatch

You may cancel any order before it has been dispatched from our warehouse. Cancellations after dispatch follow the Returns process above.

7. Bulk / Wholesale Orders

Bulk orders (over E 2,000) are covered by a separate contract. Cancellation fees may apply for processed custom bulk orders. Please ask for our Wholesale Terms before placing large orders.

8. Questions?

Reach us on no-reply@theagriproduce.com with your order number — we aim to respond within 2 business hours on working days.