Last updated: August 23, 2026

Afri Trade Market Agency is a global B2B marketplace operated by Afri Trade Market Agency. Afri Trade Market Agency connects buyers with independent suppliers and facilitates transactions between them.

This policy explains how return, replacement, exchange, refund, and product-related dispute requests are handled through the Afri Trade Market Agency marketplace.

1. Africa Trade Market Agency’s Role

Unless Afri Trade Market Agency is expressly identified as the seller of record, products listed on the marketplace are offered and sold by independent suppliers.

The supplier is responsible for:

• The quality, safety, legality, and conformity of its products.
• Providing accurate product descriptions and specifications.
• Fulfilling the order according to the accepted quotation or agreement.
• Reviewing return and dispute requests.
• Approving eligible returns, replacements, exchanges, or refunds.
• Providing return instructions and a valid return address.
• Completing an approved replacement, exchange, or refund.

Afri Trade Market Agency does not receive, inspect, replace, or take physical responsibility for returned goods. Afri Trade Market Agency will facilitate communication and help the buyer and supplier manage the return or dispute process.

Afri Trade Market Agency involvement does not make Afri Trade Market Agency the manufacturer, importer, distributor, owner, or seller of products offered by independent suppliers.

2. Reporting Period

The buyer must inspect the goods promptly after delivery.

Any damage, defect, shortage, incorrect product, missing item, material difference from the agreed specifications, or request to return the goods must be reported within seven calendar days of receiving the goods.

A request submitted after seven calendar days may not be accepted unless:

• The supplier agrees to accept it.
• A separate written agreement provides a longer period.
• The issue could not reasonably have been discovered during the initial inspection.
• Acceptance is required under applicable law.

3. How to Report an Issue

The buyer must report the issue using either of the following methods:

• Select the Raise a Dispute button for the relevant order in the Afri Trade Market Agency buyer dashboard; or
• Email support@afritrademarketagency.com.

The report should include:

• The Afri Trade Market Agency order number.
• The buyer’s name and contact information.
• The affected product and quantity.
• The date the goods were received.
• A clear description of the issue.
• The requested resolution, such as a return, replacement, exchange, or refund.
• The necessary supporting evidence.

Submitting a request does not automatically guarantee approval. The supplier will review the request and supporting evidence in accordance with the applicable order terms and this policy.

4. Necessary Evidence

The buyer must provide sufficient evidence to support the return, refund, replacement, or dispute request.

Depending on the nature of the claim, the required evidence may include:

• Clear photographs or videos of the goods received.
• Photographs of the original packaging, shipping labels, and product labels.
• Delivery receipt, bill of lading, airway bill, packing list, or other shipping documents.
• Evidence of damaged, defective, missing, incorrect, counterfeit, or non-conforming goods.
• Product specifications, approved samples, quotation, proforma invoice, purchase order, or other agreed requirements.
• An independent inspection report, where reasonably required.
• Relevant communications between the buyer and supplier.
• Any other documentation reasonably requested by the supplier or Afri Trade Market Agency to review the claim.

The buyer must preserve the goods, original packaging, labels, accessories, manuals, and related documents until the matter is resolved.

Failure to provide sufficient evidence may delay the review or prevent the supplier from approving the requested return, replacement, exchange, or refund.

5. Designated Focal Point

After a return or dispute is reported, Afri Trade Market Agency will request the supplier to assign a designated focal point to manage the case.

The supplier’s focal point will serve as the primary contact and will be responsible for:

• Reviewing the claim and supporting evidence.
• Communicating with the buyer and Afri Trade Market Agency.
• Requesting any reasonably necessary additional information.
• Providing the supplier’s decision regarding the request.
• Providing the return address and shipping instructions when a return is approved.
• Coordinating any inspection, replacement, exchange, or refund.
• Providing reasonable status updates until the matter is resolved.

Afri Trade Market Agency may also assign a representative to facilitate communication between the buyer and supplier. The Afri Trade Market Agency representative will support the process but will not assume the supplier’s responsibility for the goods, return, replacement, exchange, or refund.

6. Eligibility for Returns

A return may be approved where:

• The goods were damaged or defective upon delivery.
• The wrong product or quantity was delivered.
• Items were missing from the shipment.
• The goods were counterfeit or materially different from the product listing, approved sample, quotation, or agreed specifications.
• The supplier agrees to accept a return for another reason, including a change of mind.

For an approved return, the goods must generally be:

• Unused and unaltered, except where reasonable inspection was necessary.
• In substantially the same condition in which they were received.
• Returned with the original packaging, accessories, manuals, certificates, and other included materials.
• Returned according to the instructions and deadline provided by the supplier.

The buyer must not return goods before receiving written authorization, the correct return address, and shipping instructions from the supplier.

Unauthorized returns may be refused and may not qualify for a refund.

7. Change-of-Mind Returns

A buyer may request a return for non-defective goods, including a change of mind, within seven calendar days of receiving the goods.

Approval of a change-of-mind return is subject to:

• The supplier’s disclosed return terms.
• The nature and condition of the goods.
• The applicable quotation, purchase order, proforma invoice, or sales agreement.
• Any costs already incurred for customization, production, packaging, or international transportation.

The buyer is responsible for return shipping and related costs for an approved change-of-mind return unless the supplier agrees otherwise.

8. Non-Returnable Products

The following products are generally not eligible for return unless they are damaged, defective, counterfeit, incorrect, or materially different from the agreed specifications:

• Customized, personalized, made-to-order, or private-label products.
• Products manufactured according to buyer-approved specifications or samples.
• Perishable goods or products with limited shelf lives.
• Opened hygiene-sensitive, medical, chemical, or safety-regulated products.
• Goods altered, processed, installed, consumed, or resold by the buyer.
• Goods damaged through misuse, improper handling, installation, or storage.
• Clearance or final-sale products clearly identified as non-returnable before purchase.
• Goods for which the reporting period has expired.

Any product-specific return restrictions must be clearly disclosed before the buyer confirms the order.

9. Return Method and Address

Approved returns must be sent by mail, freight service, or an appropriate trackable courier to the return address provided by the supplier.

The buyer must not send returned goods to Afri Trade Market Agency unless Afri Trade Market Agency expressly provides written instructions to do so.

The buyer must:

• Follow the supplier’s return instructions.
• Package the goods appropriately.
• Use a trackable shipping or freight service.
• Obtain appropriate insurance where reasonably necessary.
• Provide the supplier and Afri Trade Market Agency with the return tracking or shipping documents.

Afri Trade Market Agency and the supplier are not responsible for returned goods lost or damaged during transportation arranged by the buyer, except where otherwise agreed in writing.

10. Return Shipping Costs

The supplier will normally be responsible for reasonable return shipping costs when the return results from:

• Damaged or defective goods.
• An incorrect product or quantity.
• Missing goods.
• Counterfeit goods.
• Goods materially different from the listing, approved sample, or agreed specifications.
• An error attributable to the supplier.

The buyer will normally be responsible for return shipping, insurance, customs charges, duties, taxes, and related costs when:

• The buyer changes their mind.
• The buyer ordered the wrong product or quantity.
• The product is no longer required.
• The return results from an error attributable to the buyer.

The buyer and supplier must confirm responsibility for return-related costs before the goods are shipped back.

11. Restocking Fees

Afri Trade Market Agency does not impose a standard restocking fee.

A supplier may charge a restocking or handling fee only if:

• The fee was clearly disclosed to the buyer before the order was placed; and
• The fee is permitted under the accepted order terms and applicable law.

No restocking fee should apply where the return results from damaged, defective, incorrect, counterfeit, or materially misdescribed goods.

12. Inspection of Returned Goods

The supplier may inspect returned goods before approving a refund, exchange, or replacement.

The inspection may verify:

• The condition and quantity of the returned goods.
• Original packaging and included components.
• Product labels, batch numbers, and serial numbers.
• Compliance with the approved return instructions.
• Whether the goods were used, altered, damaged, or improperly stored after delivery.

If the returned goods show unauthorized use, alteration, missing components, or buyer-caused damage, the supplier may reduce or refuse the refund, subject to the applicable agreement and law.

The supplier must communicate the reason for any deduction or refusal and provide supporting information where reasonably available.

13. Replacements and Exchanges

Where appropriate, the buyer and supplier may agree to:

• Replace damaged, defective, missing, or incorrect goods.
• Exchange the goods for another product.
• Repair the goods.
• Provide replacement parts.
• Issue a partial or full refund.

A replacement or exchange is subject to product availability and agreement between the buyer and supplier.

No substitute product should be provided without the buyer’s consent.

14. Refunds

A refund may be issued after:

• The supplier approves the claim.
• Any required return has been received and inspected.
• The buyer and supplier agree on the refund amount.
• Any applicable dispute review has been completed.

The supplier should initiate an approved refund within 10 business days after completing the required inspection or confirming that no return is necessary.

Where the payment was processed through Afri Trade Market Agency Pay, Afri Trade Market Agency may facilitate the refund through the applicable payment channel, subject to the transaction terms and payment-provider requirements.

Where payment was made directly to the supplier, the supplier remains responsible for issuing the refund.

The time required for funds to appear in the buyer’s account may depend on the bank, payment provider, currency-conversion process, and destination country.

Unless otherwise agreed or required by law, the following costs may not be refundable:

• Original shipping or freight charges.
• Customs duties, import taxes, clearance fees, and government charges.
• Bank, payment-processing, or currency-conversion charges.
• Insurance and third-party inspection costs.
• Services already completed at the buyer’s request.

Any proposed deduction must be communicated to the buyer before the refund is finalized.

15. Order Cancellations

A buyer may request cancellation before the supplier begins production, customization, packing, or shipment.

Cancellation may not be available after the supplier has started fulfilling the order or incurred non-recoverable costs.

For customized, made-to-order, private-label, or bulk orders, the cancellation terms in the accepted quotation, purchase order, proforma invoice, or sales agreement will apply.

If an order is cancelled before fulfillment and no non-recoverable costs have been incurred, the applicable payment should be refunded through the original payment channel.

16. B2B Orders and Separate Agreements

Certain wholesale, international, customized, or high-value transactions may be governed by an accepted:

• Quotation.
• Purchase order.
• Proforma invoice.
• Sales contract.
• Incoterm.
• Inspection agreement.
• Payment or escrow agreement.
• Other written commercial terms.

Where a separate agreement contains specific inspection, acceptance, return, replacement, cancellation, or refund provisions, those provisions will apply to the transaction to the extent permitted by applicable law.

This policy will apply to matters not addressed in the separate agreement.

17. Dispute Facilitation

If the buyer and supplier cannot resolve a return or refund request, either party may request Afri Trade Market Agency assistance through the dispute process.

Afri Trade Market Agency may review:

• The product listing and specifications.
• The accepted quotation and order terms.
• Messages exchanged through the platform.
• Invoices, purchase orders, and payment records.
• Delivery and shipping documents.
• Photographs, videos, and inspection reports.
• The supplier’s disclosed return terms.
• Other relevant evidence submitted by the parties.

Afri Trade Market Agency will facilitate communication and may recommend a practical resolution. However, the supplier remains responsible for the goods and for completing any agreed or legally required return, replacement, exchange, or refund.

Any resolution remains subject to applicable laws, contractual terms, payment-provider requirements, and the evidence available.

18. Policy Consistency

The return and refund information entered in Google Merchant Center or another sales channel should match this policy.

Where a product or supplier offers more favourable return terms, those terms may be displayed on the applicable product page or order documentation.

A supplier may not apply undisclosed return restrictions after the buyer has placed the order.

19. Changes to This Policy

Afri Trade Market Agency may update this policy to reflect operational, legal, or regulatory changes.

The updated policy will be published on this page with a revised “Last updated” date. Changes will not normally alter the terms already accepted for an existing order unless required by law or agreed by the buyer and supplier.