Returns, Refunds & Claims
This page needs 3 business facts that the owner has not yet supplied. They are shown in square brackets rather than guessed, because an invented company number, address or licence on a live trading site is a real liability.
- [QUALITY CLAIM WINDOW HOURS]
- [COMPLAINTS EMAIL]
- [REFUND PROCESSING DAYS]
The full list, by page and by open decision, is the register at docs/corridor/PENDING-BUSINESS-FACTS.md.
A generic "30-day returns" promise is meaningless and misleading for fresh produce, coffee, tea and dried fruit. What follows is the real position: a short, evidence-based quality claim window tied to inspection at arrival, not a change-of-mind return.
Quality and condition claims
You must inspect the consignment on arrival and raise a claim within [QUALITY CLAIM WINDOW HOURS] of arrival, or, where a destination authority inspects the goods, within that inspection. The window is short because the goods are perishable and evidence is best taken at arrival.
A claim must be supported by: the lot codes as packed, photographs of the goods and packaging, a copy of any arrival-inspection report, and, where temperature was in question, the temperature record. Send claims to [COMPLAINTS EMAIL].
Who bears the loss
- Before risk passes (see the Trade Terms page): a defect that existed at dispatch, a failed Kenyan export certificate, or wrong goods or grade is the seller's responsibility.
- After risk passes: loss or deterioration after the goods left the seller's control — including handling, temperature or delay at or after the discharge port — is the buyer's, and is a marine-insurance matter where the cover applies.
- A rejection at destination caused by a buyer's missing import licence, registration or label approval is the buyer's responsibility. A rejection caused by goods, packing or a Kenyan certificate that did not meet the destination requirement is the seller's.
Remedies for a valid claim
Depending on the finding, an accepted claim is settled by one or more of: a replacement consignment from the next available lot, a credit note against a future order, or a partial or full refund of the affected value. Because the goods are perishable, a refund or credit does not require the physical return of the produce; only a small retained sample may be requested as evidence.
Refunds are made to the original payment route where that is possible, or by bank transfer where it is not, within [REFUND PROCESSING DAYS] of a claim being accepted.
What is not returnable
- Perishable produce that has passed the claim window above.
- Goods that have been cut, opened, repacked or exposed to conditions outside the handling instructions.
- Custom-packed, custom-labelled or made-to-order lots.
- Goods rejected by a destination authority for a reason that is the buyer's responsibility (see above).
Domestic orders
For a domestic Kenyan order, if the goods are not as described or arrive damaged, tell us within 48 hours of delivery with photographs, and we will arrange replacement or refund. Fresh produce that has simply been kept past its shelf life is not returnable.