Returns, Refunds & Shipping Policy

1. Delivery Zones and Fees

Delivery fees depend on where your order is being delivered:

• Kumasi: GHS 20
• Accra: GHS 50
• Other Regions: GHS 70

Orders with a subtotal of GHS 500 or more qualify for free delivery in any zone. These fees are business settings and may change over time — the fee for your delivery zone is always shown at checkout before you pay.

2. Order Status and Processing

Every order moves through a clear set of statuses, shown on your Order Details page:

• Pending — created, awaiting payment confirmation. An order left unpaid for 24 hours is automatically cancelled.
• Confirmed — payment verified, order accepted.
• Processing — order is being prepared.
• Dispatched — order has left for delivery.
• Delivered — order has arrived.
• Cancelled or Refunded — see below.

3. Cancellations

You may request cancellation of an order any time before it has been dispatched by contacting us through our Contact page with your order number. Once an order has been dispatched, it can no longer be cancelled — the return process below applies instead.

If an item in your order turns out to be unavailable after your payment is confirmed, we cancel that order and refund you automatically through Paystack, to the payment method you used — you do not need to ask. We will also message you to explain what happened. In the rare case the automatic refund does not go through, our team is alerted and will complete it by hand.

4. Returns and Refunds

If you receive a defective, damaged, or incorrect item, contact us through our Contact page with your order number and a description (and photo, where possible) of the issue. Our team will review your request and, where approved, arrange a refund. Approved refunds are returned via Paystack to your original payment method; processing time after approval depends on your bank or Mobile Money provider.

5. Payments That Reach Us Late

A Paystack checkout page can still accept payment after we have closed the order it belongs to — for example, an unpaid order that was automatically cancelled after 24 hours, or a payment page left open in your browser and completed much later.

Before closing an unpaid order we check with Paystack, and if payment has in fact been made we complete the order instead of cancelling it. If a payment still reaches us after an order is closed, we do not keep it: it is flagged for our team, who will contact you to arrange a refund or, where we can still fulfil the order, honour it. This is reviewed by a person, so please allow a few working days — and contact us with your payment reference if you have paid and have not heard from us.

The same applies to registration fees and starter pack payments made after the relevant sign-up has expired or been completed another way, and to a second payment made for something you have already paid for.

6. Refunds We Send, and Payment Disputes

Where a refund is due, we return it through Paystack to the payment method you used. How long it takes to reach you after that is set by your bank or Mobile Money provider, not by us.

If you believe a payment is wrong, please contact us first — we can usually resolve it faster than a formal dispute. If you do raise a dispute or chargeback with your bank, we may be asked to respond within a deadline set by the payment provider, and we may reverse any related order, product access, or commission accordingly.

7. Distributor Membership Cancellation

Product returns above are separate from distributor membership cancellation. A new distributor has 7 days from their starter pack purchase to cancel their membership for a partial refund to their wallet, minus a processing fee — available from the Cancel Membership screen in your distributor dashboard. This is not a product return and is governed by the terms shown on that screen and in our Terms of Use.

8. Contact Us

Questions about a delivery, return, or refund? Reach us through our Contact page.