Return & Refund Policy
Our commitment to quality and customer satisfaction
Last updated: September 10, 2025Our Commitment to Quality
At Sapete Integrated Farms Ventures, we are committed to delivering the freshest, highest quality farm products to your doorstep. We understand that dealing with fresh produce requires special care, and we've designed our return and refund policy to ensure your complete satisfaction while maintaining food safety standards.
Farm Fresh
Products sourced directly from our integrated farm
Quality Assured
Rigorous quality control before every delivery
100% Satisfaction
Your satisfaction is our top priority
What Can Be Returned?
Due to the fresh nature of our products and food safety regulations, we have specific guidelines for returns and exchanges:
Acceptable Returns
- Damaged Products: Items that arrive broken, cracked, or physically damaged
- Spoiled/Rotten Items: Products that are clearly spoiled, rotten, or past their prime upon delivery
- Wrong Items: If you receive incorrect products or quantities
- Missing Items: If part of your order is missing from the delivery
- Quality Issues: Products that don't meet our stated quality standards
- Temperature Issues: Frozen items that arrive thawed or fresh items that arrive warm
Non-Returnable Items
- Products that have been consumed or partially used
- Items returned after 24 hours of delivery (except for special circumstances)
- Products stored improperly after delivery
- Items you simply changed your mind about
- Products damaged due to customer negligence
How to Return Products
Our return process is designed to be simple and quick:
Contact Us Immediately
Contact us within 24 hours of delivery through any of these channels:
- Call: +234-XXX-XXX-XXXX
- WhatsApp: +234XXXXXXXXXX
- Email: whisper2ku@gmail.com
Provide Documentation
When contacting us, please provide:
- Your order number
- Clear photos of the issue (damaged, spoiled, or wrong items)
- Description of the problem
- Your contact information
Await Instructions
Our customer service team will review your case and provide instructions. Please keep the products until we advise you on disposal or collection.
Resolution
Based on our assessment, we will provide:
- Full refund to your original payment method
- Replacement products at no extra cost
- Store credit for future purchases
Refund Information
Processing Time
- Approved Returns: Processed within 24-48 hours of approval
- Bank Transfers: 2-5 business days to appear in your account
- Card Refunds: 3-10 business days depending on your bank
- Mobile Payments: 1-3 business days
Refund Amount
- Full product price for eligible returns
- Delivery charges refunded only if the error was on our part
- No processing fees or hidden deductions
Refund Method
Refunds are processed back to your original payment method. If this is not possible, we'll work with you to find an alternative solution.
Product-Specific Guidelines
Fresh Eggs
- Must be returned if cracked, broken, or spoiled upon delivery
- Check eggs immediately upon delivery
- Report any issues within 24 hours
Frozen Chicken
- Must arrive completely frozen
- Report if packaging is damaged or product is partially thawed
- Cannot be returned once thawed by customer
Fresh Catfish
- Must be fresh and lively upon delivery (for live fish)
- Fresh fish must have clear eyes, red gills, and no off-odors
- Report quality issues immediately
Organic Manure
- Must be properly bagged and sealed
- Report if bags are torn or contents are wet
- Check packaging condition upon delivery
Wholesale Customer Returns
For our wholesale customers, we understand the importance of consistency and reliability:
- Extended Return Window: 48 hours for wholesale orders
- Partial Returns: Accept partial returns for large orders
- Account Credits: Option for account credits instead of refunds
- Priority Processing: Faster resolution for wholesale accounts
- Dedicated Support: Direct line to wholesale support team
Tips to Prevent Issues
During Delivery
- Be available to receive your order personally
- Inspect products immediately upon delivery
- Check temperature of frozen/chilled items
- Verify order contents against your receipt
After Delivery
- Store products at proper temperatures immediately
- Keep frozen items frozen and fresh items refrigerated
- Use products within recommended timeframes
- Follow storage instructions provided
Our Commitment to You
At Sapete Farms, customer satisfaction is not just a goalit's our promise. We stand behind the quality of every product we deliver. If you're not completely satisfied with your purchase, we'll work with you to make it right.
24hr
Return window for most issues
100%
Quality guarantee on fresh products
Fast
Quick resolution and refund processing
Need Help?
Our customer service team is here to help with any questions or concerns: