Customer Satisfaction and Quality Assurance Framework
Because Afriexomart handles a diverse inventory including highly perishable foodstuffs, fresh livestock products, frozen goods, and specialized packaged imports, we maintain a meticulously structured refund policy. This framework guarantees fair treatment for our consumers while protecting independent local vendors from arbitrary financial losses.
Perishable Goods, Fresh Groceries, and Hot Foods
Due to the safety and health regulations surrounding perishable inventory (such as fresh produce, meat, fish, dairy, and prepared meals), all quality-related concerns must be reported immediately:
-
The 24-Hour Reporting Window: Customers must inspect all perishable items upon delivery. If an item is arrived spoiled, physically damaged, unhygienic, or incorrect, a formal claim must be submitted through the Afriexomart App support center within 24 hours of the documented delivery timestamp.
-
Evidence Submission: To process a perishable claim, customers are strictly required to upload clear photographic or video evidence showing the defective item alongside the order packing slip.
-
Resolution Pathways: Validated claims for perishables will be resolved at the customer’s discretion via an immediate redelivery of the correct item (subject to vendor availability), an instant credit to their Afriexomart digital wallet, or a full refund issued to the original payment method.
Non-Perishable Items and Packaged Goods
For shelf-stable items, packaged dry goods, cosmetics, household utensils, and non-perishable exotic imports, the policy parameters are as follows:
-
The 7-Day Return Policy: Customers may request a refund or return for non-perishable items within 7 calendar days from the delivery date.
-
Condition of Return: Items must be completely unused, unaltered, and kept in their original factory-sealed packaging. Items with broken safety seals, opened shrink-wrap, or missing product tags cannot be accepted for refunds due to consumer safety protocols.
-
Return Shipping and Logistics: If a return is initiated due to a customer change-of-mind, the customer may be responsible for returning the item to the merchant store or covering the automated platform courier pickup fee. If the return is due to a merchant packing error, all pickup and replacement fees are waived.
Order Discrepancies and Missing Items
If an item is missing from a delivered order because a vendor ran out of stock or missed it during packaging:
-
The customer will receive an immediate prorated refund for the missing item’s cost plus a proportional adjustment of the associated service fees.
Processing Timelines for Approved Refunds
Once our administration team reviews and formally approves a refund request:
-
Digital Wallet Credits: Wallet allocations are available instantly and can be applied to any future order across the app.
-
Credit/Debit Cards & Bank Rails: Refunds routed back to bank cards or localized payment gateways typically take 5 to 10 business days to reflect on statement balances, dictated entirely by the card issuer's processing intervals.