Effective Date: 1 August 2026 | Last Updated: 1 August 2026
1. Introduction
This Return Policy governs the return and refund process for all purchases made through the AgriTrust Marketplace Platform. It applies to all Buyers, Vendors, and Logistics Partners. AgriTrust deals primarily in fresh and perishable agricultural produce. The nature of these products makes our return process fundamentally different from that of a conventional e-commerce platform. Buyers are strongly advised to read and understand this Policy in full before placing an order.
This Policy forms part of our Terms and Conditions and should be read alongside them. The Platform is available to users aged eighteen (18) and over only.
2. The Core Principle — Inspect Before You Accept
Inspection at the point of delivery is mandatory. This is the only return window AgriTrust offers.
Because AgriTrust deals in fresh agricultural produce — which is highly perishable and subject to rapid deterioration — returns are only accepted at the moment of delivery, in the presence of the delivery personnel. Once a Buyer accepts delivery and the delivery personnel departs, the transaction is considered complete and no returns or refunds will be accepted on the basis of product quality.
This policy exists for two important reasons:
- Fresh agricultural produce deteriorates rapidly after delivery. A complaint raised hours after delivery cannot be verified against the condition of goods at the point of handover.
- AgriTrust must protect its vendors against the risk of buyers substituting goods received from other suppliers with goods purchased from AgriTrust vendors and raising false quality complaints.
To support Buyers, AgriTrust provides a “Verify Before You Buy” WhatsApp feature on every product listing. Buyers are strongly encouraged to use this feature to view current photos of the produce from the vendor before placing an order. Images exchanged during pre-purchase verification should be retained by the Buyer for reference in the event of a dispute.
3. What Qualifies for a Return
A return is accepted only where one or more of the following conditions are met and identified at the point of delivery:
- The goods delivered are not the product ordered — a different type, variety, or goods belonging to a different order.
- The quantity delivered is materially less than the quantity ordered and paid for.
- The goods are visibly damaged, rotten, or of a standard clearly below what was agreed and shown during the pre-purchase WhatsApp verification chat.
- No goods were delivered at all.
Returns are normally accepted on an all-or-nothing basis. However, where an order contains multiple distinct product types and only some items are non-conforming, AgriTrust may at its sole discretion accept a partial return of the non-conforming items only, provided the Buyer notifies AgriTrust at the point of delivery, the non-conforming items are identified to the delivery personnel, and the conforming items remain undisturbed and in their original condition. AgriTrust’s decision on whether to accept a partial return is final and not subject to further dispute.
4. What Does Not Qualify for a Return
- Goods accepted by the Buyer at delivery — regardless of any subsequent quality discovery at home.
- Goods the Buyer no longer wants or has changed their mind about. All sales are final once accepted at delivery.
- Goods whose quality was pre-agreed via WhatsApp and which match that agreed standard at delivery.
- Perishable goods where deterioration occurred after delivery was accepted.
- Goods where the Buyer did not inspect at delivery and dismissed the delivery personnel without raising a complaint.
5. How to Raise a Return at Delivery
Step 1 — Do not dismiss the delivery personnel
Keep the delivery personnel present while you inspect your order. Do not allow them to leave until you have inspected and either accepted or rejected the goods.
Step 2 — Inspect thoroughly
Check the type, quantity, quality, and condition of every item against what you ordered and against any images from your pre-purchase WhatsApp chat with the vendor.
Step 3 — Notify AgriTrust immediately via WhatsApp
If any item does not conform, send a WhatsApp message immediately to AgriTrust’s official WhatsApp channel (the button on the Platform). Describe the issue and, where possible, send a photo. Do not return goods without first notifying AgriTrust.
Step 4 — Hand the goods back to the delivery personnel
Once you have notified AgriTrust, hand the non-conforming goods back to the delivery personnel for return to the AgriTrust Aggregation Hub.
Step 5 — AgriTrust assesses and responds
AgriTrust will assess the returned goods and contact you within one (1) business day to confirm your options: re-delivery of correct goods or a full refund.
6. Return Delivery Cost
AgriTrust bears the cost of return delivery from the Buyer’s location to the AgriTrust Aggregation Hub in all cases.
However, where AgriTrust’s investigation establishes that the return was caused by the vendor’s negligence — including knowingly shipping damaged goods, goods of poor quality, or goods that do not match what was shown to the Buyer during their pre-purchase WhatsApp verification chat — the vendor will be surcharged the full cost of return transportation. AgriTrust reserves the right to deduct this surcharge from any outstanding vendor payments.
7. Refunds
7.1 Refund Eligibility
A refund will be issued where a valid return has been accepted by AgriTrust under Section 3, or where the Buyer opts for a refund rather than re-delivery, or where AgriTrust is unable to arrange re-delivery within a reasonable timeframe.
7.2 Refund Method
Refunds are returned to the Buyer’s original payment method or via Mobile Money (MoMo), as determined by AgriTrust based on the circumstances of the transaction. The Buyer’s preference will be considered but the final determination rests with AgriTrust.
7.3 Refund Timeline
Approved refunds are processed within three (3) business days of AgriTrust’s confirmation of the return. AgriTrust is not responsible for delays caused by third-party payment processors after a refund has been initiated.
7.4 No Refunds for Change of Mind
AgriTrust does not issue refunds where a Buyer has accepted delivery and subsequently changed their mind. Agricultural produce is a final sale commodity. Buyers are encouraged to use the “Verify Before You Buy” WhatsApp feature and to inspect goods carefully at delivery before accepting.
8. Goods in Transit — Lost or Damaged During Delivery
All goods are transported under AgriTrust’s goods-in-transit insurance. Where goods are lost or damaged while in Logistics Partner custody — before reaching the Buyer — AgriTrust bears full liability. The Buyer will receive replacement goods or a full refund within three (3) business days of the incident being confirmed.
To report goods lost or damaged in transit, contact AgriTrust immediately via the official WhatsApp channel on the Platform or email info@agritrust-marketplace.com.
9. Vendor Consequences for Return-Causing Conduct
Where a return is upheld against a vendor, the following consequences apply:
- First offence — formal written reprimand issued to the vendor.
- Second offence — formal written reprimand and a review of the vendor’s listings and fulfilment practices.
- Third offence — the vendor’s account is permanently delisted from the Platform.
In all cases where a return is the vendor’s fault, the vendor will also bear their proportionate share of the refund cost and may be surcharged the return transportation cost as described in Section 6.
10. Contact for Returns and Refunds
All return requests must be initiated through AgriTrust’s official WhatsApp channel, accessible via the button on the Platform. For follow-up queries:
AgriTrust Marketplace Limited
Email: info@agritrust-marketplace.com
Website: https://agritrust-marketplace.com
Please include your order reference number, a description of the issue, and any photographs taken at delivery.
11. Changes to This Policy
AgriTrust may amend this Return Policy at any time. Material changes will be notified by posting an update on the Platform. Continued use constitutes acceptance.
12. Governing Law
This Return Policy is governed by the laws of the Republic of Ghana. Disputes shall be resolved by arbitration under the Alternative Dispute Resolution Act, 2010 (Act 798), conducted in Accra.