Returns & Refunds Policy
At Afriavo Orchards Limited, we stand behind the quality, purity, and standard compliance of our natural fruit product suites. To provide complete checkout security for our online M-Pesa and card payment users, we maintain a straightforward return framework tailored to the unique handling rules of food assets.
1. Return Eligibility Guidelines by Product Type
Because we process both deep-frozen perishables and highly moisture-sensitive dry pantry packages, items fall under distinct return parameters:
Frozen Avocado Purees
- Perishable Rule: Due to immediate safety and cold chain strictures, frozen purees cannot be returned once delivered and signed off.
- Exception Scenarios: If a package arrives completely thawed, compromised, or missing structural tags due to courier faults, file a report within 2 hours of receipt for an instant replacement or credit refund.
Freeze-Dried Crisps & Powders
- Window framework: Eligible for return notification within 48 hours of logistics arrival.
- Condition Requirements: Outer foil safety seals and original zip tracks must be entirely unbroken, untampered with, and free from external moisture stains.
- Change of Mind: We do not offer returns or cash refunds for simple changes of mind once food items leave our custody.
2. Refund Windows & Processing Framework
Once a returned item is received at our central warehouse hub and undergoes automated inspection parameters, an alert is sent directly to your phone. If approved, your refund will be completed using your original payment choice:
M-Pesa Business Disbursements
Approved reversals are pushed directly back to your paying mobile number within 24 to 48 business hours via our B2C system channels.
Credit/Debit Card Gateways
Reversals follow international banking clearing workflows and typically show up on your statements within 5 to 10 working days (dependent on your local bank clearing network).
Note: Delivery transport costs are non-refundable unless the return is forced by an explicit fulfillment sorting mistake on our end.
3. How to Open a Return Claim
To ensure quick handling by our support team, please complete the following verification steps:
- Take clear, high-resolution photos of the outer packaging defects, shipment label notes, or product quality issues immediately upon arrival.
- Send an email or open a WhatsApp claim ticket containing your unique Web Order ID Number and payment reference code.
- Our verification desk will review the documentation and provide clear drop-off directions or schedule a replacement courier pick-up within 24 hours.