Returns, Exchanges & Refunds
AfriChop is dedicated to ensuring you receive your African food orders in sound, hygienic condition and as described. Because we handle fresh produce and agricultural food items, our returns and claims process is tailored specifically to ensure food safety, public health compliance, and fair customer resolutions.
Perishable Food Rule
For hygiene and health safety, fresh vegetables, tubers, and opened food items cannot be returned after delivery. If damaged or spoiled, report promptly for verification.
Photo/Video Verification
To protect both buyers and local farmers, claims for damaged, spoiled, or missing items require photographic evidence of the parcel label, packaging, and goods.
Cross-Border Orders
International deliveries to the UK and Europe are subject to destination customs, phytosanitary checks, and local food import regulations.
1. Overview of Our Food Marketplace Policy
At AfriChop, we want every customer to enjoy authentic, fresh, and properly packaged African food products. We work closely with our vetted sellers, local farmers, and logistics providers to inspect and package items securely.
However, because our marketplace deals with agricultural food products—many of which are fresh, temperature-sensitive, or perishable—our returns policy operates differently from standard retail goods. Under applicable consumer laws in Nigeria, the United Kingdom (Consumer Contracts Regulations 2013), and the European Union (Directive 2011/83/EU), food products liable to deteriorate or spoil rapidly, or sealed goods unsealed after delivery, are legally exempt from standard return and withdrawal rights for public health and food safety reasons.
All policies described herein are subject to applicable mandatory consumer protection laws in your jurisdiction of residence.
2. When You May Be Eligible for a Refund or Replacement
While food cannot be shipped back once received, we want to make things right if something went wrong with your order. You may be eligible for a replacement, store credit, or refund in the following verified circumstances:
Wrong Product Received
You received a completely different product from what you purchased (e.g., brown beans instead of white garri).
Missing Product
An item listed on your delivery manifest or order summary was omitted from your parcel.
Significantly Not as Described
The product differs materially in form, grade, or stated specifications from the seller’s listing.
Arrived Damaged in Transit
Packaging was crushed, torn, punctured, or ruptured during carriage, compromising food safety.
Spoiled or Unsafe to Consume
Produce arrived rotten, decayed, infested with pests, or expired prior to delivery.
Incorrect Order Fulfillment
Incorrect quantity or weight variance significantly outside acceptable tolerances.
3. Perishable vs. Non-Perishable Food Products
🥬 Perishable / Fresh Goods
Includes fresh vegetables (ugwu, waterleaf, bitterleaf), yams, plantains, fresh peppers, fresh seafood, and chilled items.
- No physical returns accepted: Once delivered, items cannot be accepted back into any food facility due to contamination risks.
- Immediate reporting: Customers must inspect and notify AfriChop as soon as possible after delivery with photos of the issue.
- Disposal: If verified as spoiled, customers are advised to dispose of the item safely.
🌾 Eligible Non-Perishable / Shelf-Stable Goods
Includes factory-sealed dry grains, flours, canned items, sealed spices, dried fish, and packaged pantry essentials.
- Unopened & sealed: Must remain in original manufacturer packaging with unbroken tamper seals.
- Return shipping: Where approved, return shipping costs and safe return delivery are the customer’s responsibility unless the return is due to an error on our part.
- Inspection: Returned shelf-stable items are inspected upon arrival before a refund is issued.
4. Step-by-Step: How to Report an Issue
If you encounter any issue with your delivery, follow these steps to enable our customer care team to resolve your claim as quickly as possible:
Gather Your Order Information
Have your Order Number (from your confirmation email), the exact Product Name(s) affected, and the date and time you received the delivery.
Take Clear Photographs & Videos
Take clear photos of: (i) the outer carton showing the shipping label and tracking number; (ii) the packaging interior; and (iii) clear, well-lit close-ups of the affected food item or damage.
Contact Our Customer Care Desk
Send your report via email to care@africhop.com or message us on WhatsApp with the subject “Damaged / Incorrect Order #[Your Order Number]”.
5. Handling Specific Order Issues
📦 Visible Damage to Parcel Upon Delivery
If the courier delivers a parcel that is visibly soaked, crushed, or ruptured, we encourage you to note this with the delivery driver before signing (or photograph the courier handing over the damaged parcel). Immediately inspect contents and contact us.
🔍 Missing Items
Orders with multiple items from different regional vendors may occasionally be dispatched in separate packages or consolidated at our central export hub. If an item is missing, verify your packing slip to confirm if a split shipment is underway. If not, notify us and we will promptly trace the missing item or issue a refund.
🔄 Wrong Item Delivered
If a vendor accidentally fulfilled an incorrect product, provide a photo of the item and its label. Do not open or consume the wrong product if you wish to receive a replacement or full refund.
6. Refund Method and Processing Timelines
Once a refund claim is investigated and formally approved by our customer care team:
- Original Payment Method: Approved refunds are credited directly back to the card or bank account used during checkout via our payment processor (Paystack).
- Processing Times: AfriChop authorizes refunds promptly once approved. However, the exact time required for the credit to appear on your bank statement depends on your bank or credit card issuer (typically ranging from 5 to 10 business days for commercial banking networks).
- Store Credit Option: Customers may alternatively choose immediate store credit/voucher to purchase replacement items on the Marketplace without waiting for bank processing.
7. Cross-Border & International Orders
For customers ordering to destinations in the United Kingdom, Spain, Belgium, Italy, Germany, and France:
- Customs and Import Regulatory Restrictions: All international shipments are subject to the sovereign customs and food safety regulations of the destination country (e.g. UK Food Standards Agency / APHA or EU sanitary authorities).
- Circumstances Outside AfriChop’s Control: AfriChop is not liable and cannot issue refunds for shipments that are delayed, seized, opened, or destroyed by foreign customs authorities where such action resulted from prohibited products, customer failure to pay required import duties/VAT, or government inspection delays, unless otherwise provided by AfriChop’s confirmed commercial policy or mandatory law.
- Incorrect Destination Address: Cross-border couriers cannot redirect international food parcels once dispatched. If an incorrect address is provided by the customer, no refund can be granted for uncollected or discarded packages.
📋 Management Notice: Business Policies Under Finalization
AfriChop management regularly reviews and fine-tunes operational standards. Before launch, ensure internal alignment on:
- Exact standard reporting cutoff window (e.g., 24 vs. 48 hours from delivery timestamp) for perishable food claims;
- Specific vendor penalty guidelines when items are incorrectly fulfilled by independent sellers;
- Customer compensation protocols in the event of airline or courier cargo flight delays affecting fresh goods.