1. Grocery Products — No Returns or Refunds

All grocery products are non-returnable and non-refundable after purchase, except where required by applicable law.

• You are responsible for carefully identifying and confirming the correct grocery product, quantity, size, brand, and other details before placing your order.
• Please verify your grocery selection before completing payment.
• Once payment is completed for a grocery item, returns and refunds are not available under this policy (except where the law requires otherwise).

2. Other Products — 2–5 Day Return Window

Products other than groceries may be eligible for return and refund under this policy when:

• The item is damaged, defective, incorrect, or significantly not as described.
• You submit the return/refund request within the applicable 2–5 day return period after receiving the product (maximum 5 days from confirmed delivery).
• The item is unused and in original condition with tags/packaging where applicable (unless damaged or incorrect).

Requests submitted after the permitted return period are flagged as ineligible unless an authorized human reviewer overrides that decision where permitted.

3. Other Non-Returnable Items

Unless damaged, defective, or incorrect, the following generally cannot be returned:

• Personal care and beauty products
• Undergarments and swimwear
• Custom-made or personalized products
• Gift cards
• Digital products or downloadable content
• Items marked as "Final Sale"

4. How to Request a Return or Refund

1. Log in to your AfricanMarketplace.ca account.
2. Open My Orders in the Customer Dashboard.
3. Select a delivered order and choose Return & Refund.
4. Review and agree to this Return & Refund Policy (required). Consent starts AI verification and human review.
5. Provide your reason and upload supporting photos when required.
6. Track status in your Customer Dashboard until a human reviewer decides.

5. Verification & Human Approval

Every request follows this workflow:

Customer Request → AI Verification → Policy Check → Evidence Check → AI Recommendation → Human Review → Human Approval → Refund Execution → Customer Notification

• Our Returns Agent investigates category, delivery date, window, reason, evidence, and policy.
• The Agent produces a recommendation such as Recommended: APPROVE or Recommended: REJECT.
• The Agent cannot approve or reject a refund on its own. An authorized human reviewer must review the request, the Agent findings, and then Approve, Reject, or request more information.
• Only after explicit human approval does the system process a refund.
• If the human reviewer rejects the request, no refund is triggered.

6. Return Shipping

• If the return is due to a seller error (wrong item, defective product, or damaged shipment), the seller is responsible for return shipping costs.
• For other eligible reasons, the buyer is responsible for return shipping unless the seller states otherwise.

7. Refunds After Approval

After human approval (and inspection when a physical return is required):

• Approved refunds are issued to the original payment method.
• Refunds are generally processed within 5–10 business days, depending on your payment provider.
• Shipping fees and other non-refundable charges may not be refunded unless the return resulted from seller error.

8. Damaged or Incorrect Items

If a non-grocery order arrives damaged, defective, or incorrect:

• Notify us within 48 hours of delivery when possible.
• Provide clear photographs of the item, packaging, and shipping label.
• Submit your request within the 2–5 day return window for full consideration.

9. Order Cancellations

• Orders may be cancelled before they have been shipped.
• Once shipped, the return process in this policy applies (groceries remain non-returnable).

10. Contact Us

Questions? Contact us via the Contact Us page or email support@africanmarketplace.ca.