1. Purpose
This Returns, Refunds & Cancellation Policy explains when customers may cancel orders, request returns or receive refunds for purchases made through HerbsAfrika.
HerbsAfrika is a global marketplace connecting customers around the world with independent sellers located in Nigeria.
Because products may include herbs, foods, supplements, cosmetics, agricultural products and other goods, return and refund eligibility may differ depending on the product, its condition, shipping status and applicable law.
2. Your legal rights
This policy does not remove or limit any mandatory consumer rights that apply to you under the laws of your country or other applicable jurisdiction.
Where applicable law provides rights that are more favourable to the customer than this policy, those rights will apply to the extent required by law.
3. Order cancellation before shipment
Customers may request cancellation before an order has been dispatched.
Where the order has not yet been collected or shipped, HerbsAfrika will generally attempt to cancel it.
If the order has already been collected, processed or shipped, cancellation may no longer be possible.
Where cancellation is accepted, any applicable refund will be processed using the original payment method where reasonably possible.
4. Cancellation after shipment
Once an order has been shipped internationally, cancellation may not be possible.
The customer may instead need to follow the applicable return procedure.
Some products may not be eligible for return because of:
- Health or hygiene considerations
- Food-safety requirements
- Perishability
- Product contamination risk
- Regulatory restrictions
- Customs restrictions
- The product having been opened or used
5. Damaged products
If a product arrives damaged, the customer should contact HerbsAfrika as soon as reasonably possible.
Customers should provide:
- Order number
- Description of the damage
- Photographs of the product
- Photographs of the packaging
- Shipping or tracking information where available
Depending on the circumstances, HerbsAfrika may offer:
- Replacement
- Partial refund
- Full refund
- Other appropriate remedy
6. Incorrect product
If the customer receives a product that is materially different from the product ordered, the customer should contact HerbsAfrika.
Where the seller or fulfilment process caused the error, HerbsAfrika may arrange an appropriate remedy, which may include replacement or refund.
7. Faulty, unsafe or unfit products
Customers should contact HerbsAfrika if a product:
- Appears defective
- Appears contaminated
- Is materially different from its description
- Is unsafe
- Has been damaged before delivery
- Is otherwise not reasonably fit for its intended purpose
Customers should stop using a product if they reasonably believe it may be unsafe.
HerbsAfrika may request information or evidence to investigate the issue.
8. Food, herbs, supplements and other sensitive products
Certain products may have restricted return eligibility because returning them may create health, safety, hygiene, contamination or regulatory risks.
This may include:
- Food
- Fresh or perishable products
- Herbs
- Herbal preparations
- Supplements
- Cosmetics
- Personal-care products
- Products with broken seals
- Products requiring controlled storage
Where such products are eligible for return, HerbsAfrika may specify the applicable conditions.
9. Unopened and unused products
Where a return is permitted, products should generally be returned:
- Unused
- Unopened
- In their original packaging
- With labels intact
- With accessories and documentation
- In a condition suitable for resale
These conditions do not override any mandatory consumer rights that apply to the customer.
10. International returns
International returns may be more complicated than domestic returns.
A return may involve:
- Customs declarations
- Import/export requirements
- Return shipping costs
- Customs duties
- Carrier restrictions
- Product-specific restrictions
HerbsAfrika may provide return instructions appropriate to the product and destination.
Customers must not return goods using false customs declarations.
11. Customs refusal, seizure or return
If an order cannot be delivered because the destination country:
- Prohibits the product
- Requires an import permit that was not obtained
- Refuses entry
- Seizes the shipment
- Requires information the customer does not provide
- Imposes charges that remain unpaid
the customer’s entitlement to a refund will depend on the circumstances and applicable law.
Where the issue resulted from inaccurate information supplied by the customer or the customer’s failure to comply with destination-country requirements, HerbsAfrika may deduct reasonable costs where legally permitted.
12. Customs duties and taxes
Customs duties, import taxes, VAT/GST and related government charges may apply to international orders.
Unless expressly stated otherwise at checkout, these charges may be payable by the customer.
Customs duties and taxes are generally not considered part of the product purchase price and may not be refundable by HerbsAfrika where they have already been paid to a government or third party.
13. Products that cannot be returned
HerbsAfrika may restrict returns for products that are:
- Perishable
- Opened or used where return would create health or hygiene concerns
- Subject to regulatory restrictions
- Contaminated or potentially contaminated
- Custom-made or personalised where applicable
- Legally prohibited from being returned
- Otherwise unsuitable for return under applicable law
Any product-specific restriction will be communicated where reasonably possible.
14. Refunds
Where a refund is approved, the refund may include the amount paid for the affected product and, where applicable, eligible shipping charges.
Refunds will normally be made to the original payment method.
Processing times may vary depending on the payment provider, bank or financial institution.
15. Shipping costs
Whether shipping costs are refundable depends on:
- The reason for the return
- Whether the product was defective or incorrect
- The applicable law
- The shipping method
- Whether the customer simply changed their mind
- Whether the customer provided incorrect delivery information
- Whether the destination country’s import requirements prevented delivery
Where the seller or HerbsAfrika is responsible for an incorrect or defective product, HerbsAfrika may cover eligible return shipping costs where appropriate.
16. Partial refunds
A partial refund may be appropriate where:
- Only part of an order is affected
- A product has minor damage that does not make it unusable
- The customer and HerbsAfrika agree on an appropriate resolution
- Applicable law permits a partial refund
17. Seller responsibility
Sellers are responsible for ensuring that their products:
- Match their listings
- Are properly packaged
- Are legally saleable
- Are safe
- Are correctly labelled
- Are not materially defective
- Are accompanied by required documentation
Where a seller’s failure causes a legitimate return, refund or replacement, HerbsAfrika may recover applicable costs from the seller in accordance with the Seller Terms.
18. Return procedure
To request a return or refund, contact:
Customer support: support@herbsafrika.com
Please provide:
- Order number
- Customer name
- Product concerned
- Reason for the request
- Photographs or evidence where relevant
- Any relevant shipping or customs information
Do not return a product until HerbsAfrika provides return instructions where instructions are required.
19. Investigation
HerbsAfrika may investigate a return or refund request by:
- Reviewing order information
- Contacting the seller
- Reviewing shipping information
- Requesting photographs
- Reviewing tracking information
- Requesting product or packaging information
- Reviewing payment records
- Investigating customs information
We aim to resolve legitimate claims fairly and within a reasonable period.
20. Refund abuse and fraud
HerbsAfrika may restrict refunds or suspend accounts where it reasonably suspects:
- Fraudulent refund requests
- Repeated false claims
- Product substitution
- False damage claims
- Chargeback abuse
- Deliberate misuse of the returns system
This does not affect legitimate statutory or other mandatory consumer rights.
21. Payment disputes and chargebacks
Customers should contact HerbsAfrika before initiating a payment dispute where possible.
Nothing in this section prevents a customer from exercising rights available under applicable law or through their payment provider.
HerbsAfrika may investigate chargebacks and other payment disputes.
22. Product recalls and safety events
If a product is recalled or identified as presenting a safety risk, HerbsAfrika may contact affected customers and provide instructions concerning:
- Stopping use
- Returning the product
- Disposal
- Replacement
- Refunds
Additional remedies may apply where required by law.
23. No waiver of mandatory rights
Nothing in this policy is intended to:
- Exclude mandatory consumer rights
- Limit liability where such limitation is unlawful
- Prevent a customer from exercising statutory rights
- Prevent a customer from contacting a relevant regulator or consumer-protection authority
24. Policy changes
HerbsAfrika may update this policy from time to time.
The version applicable to an order will generally be the version in effect at the relevant time, subject to any mandatory rights that apply.
25. Contact
For returns, refunds and cancellations: