Refund and Cancellation Policy

Last Updated: July 1, 2025

At Upfrica, we strive to provide a safe, transparent, and fair experience for all users — both Buyers and Sellers. This Refund Policy explains when and how refunds, cancellations, and return requests can be made on Upfrica UK, Ghana, and Nigeria marketplaces.

1. Eligibility for Refunds

Refunds may apply to the following cases:

  • The item received is significantly different from its description (e.g., wrong color, size, or product type).
  • The item arrived damaged or defective.
  • The order was cancelled by the Seller before dispatch.
  • The Seller failed to ship the item within the promised timeframe.
  • A payment was made in error or duplicated.

To be eligible for a refund, Buyers must contact us within 7 days of receiving the item (or the expected delivery date if undelivered).

2. Items Not Eligible for Refund

  • Perishable goods (e.g., fresh food, fruits, or baked items).
  • Personal care or hygiene items (e.g., cosmetics, undergarments).
  • Digital downloads or customized products once delivered.
  • Services already rendered (e.g., catering, event decoration).

3. How to Request a Refund

Buyers can initiate a refund by:

  • Logging into their Upfrica account → Orders → Request Refund.
  • Or emailing service@upfrica.com with the order number, reason, and proof (photos/videos if applicable).

Once received, our support team will investigate and update you via email within 3–5 business days.

4. Refund Timelines

Approved refunds are processed through the original payment method:

  • Card / Online Payments: Within 5–10 working days depending on the bank.
  • Mobile Money (MoMo): Within 24–72 hours after approval.
  • Bank Transfer: Within 3–7 working days.

5. Cancellations

Buyers can cancel an order before the Seller marks it as “Shipped”. Once shipped, cancellations will only be possible under refund or return guidelines.

6. Returns and Exchanges

In some cases, instead of a refund, a return or exchange may be arranged with the Seller directly. Upfrica encourages Sellers to maintain fair return policies and clearly state them on their listings.

7. Disputes

If a refund claim cannot be resolved between the Buyer and Seller, Upfrica reserves the right to make the final decision based on transaction data, evidence provided, and platform rules.

8. Refunds for Sellers (Fees & Commissions)

If a Seller has been charged platform fees for a cancelled or refunded transaction, Upfrica may adjust or credit those fees depending on the case. However, in some cases (e.g., policy breach or seller negligence), refund processing fees may apply.

9. Contact Us

For all refund or dispute matters, please contact our support team:

Upfrica UK Ltd — Registered in England & Wales No. 12650617

© 2025 Upfrica UK Ltd. All Rights Reserved.

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