Refund & Cancellation Policy

1. Overview

Goshen Lechem Ventures Ltd is committed to fair and transparent trade. Given the nature of agricultural products — which are perishable, seasonal, and subject to natural variation — our refund and cancellation policy is designed to balance buyer protection with the realities of agribusiness supply chains.

2. Inspection Window

Upon delivery of goods, the Buyer is entitled to a 14-day inspection window during which any claims relating to quality, quantity, or condition must be formally raised. The window commences from:

• The date of delivery to the agreed delivery point (domestic orders), or
• The date of arrival at the destination port and completion of customs clearance (international orders).

Claims raised after the 14-day inspection window will not be accepted unless the defect could not have been reasonably discovered during that period.

3. Valid Grounds for Refund or Replacement

A refund or replacement may be considered where the Buyer demonstrates one or more of the following:

• Goods delivered are materially different in variety, quality grade, or specification from what was agreed.
• Quantity shortfall — fewer units, bags, or tonnes were delivered than invoiced.
• Goods are contaminated, infested, or unfit for their intended purpose upon delivery.
• Goods were damaged in transit where the Company bore risk under the agreed Incoterm.

The following are not valid grounds for a refund:

• Natural colour variation, minor size differences, or seasonal quality fluctuations within normal agricultural ranges.
• Delays due to force majeure, port congestion, or customs clearance issues outside the Company's control.
• Change of mind or market price fluctuations after order confirmation.
• Failure to inspect goods within the 14-day window without reasonable cause.

4. Dispute Procedure

Step 1 — Written Notice (within 14 days)

Submit a formal written claim to sourcing@goshenlechem.com including: Order ID and invoice number, detailed description of the issue, photographic or video evidence, and any third-party inspection report.

Step 2 — Company Review (within 14 business days)

The Company will acknowledge receipt within 3 business days and conduct an internal review. A decision will be communicated within 14 business days of receipt of the complete claim.

Step 3 — Resolution

Where a claim is upheld, the Company will offer one or more of the following at its discretion:

• Replacement of the affected goods in the next available shipment.
• Partial credit note applied to the Buyer's next order.
• Partial or full refund, less any logistics, handling, or inspection costs already incurred.

5. Cancellation by Buyer

5.1 Before Order Confirmation

Orders may be cancelled at no cost before a formal purchase order has been confirmed in writing by the Company.

5.2 After Order Confirmation — Before Dispatch

Cancellations after written order confirmation but before dispatch will result in forfeiture of any deposit paid. Where no deposit was paid, a cancellation fee of 20% of the total order value may be charged.

5.3 After Dispatch

Orders cannot be cancelled after goods have been dispatched. The Buyer will be liable for full payment regardless of any cancellation request.

6. Cancellation by the Company

• Unavailability of goods due to crop failure, drought, or force majeure.
• Non-payment of deposit or balance within the agreed timeframe.
• Discovery of regulatory or compliance issues affecting export of the goods.

In such cases, any deposit paid will be refunded in full within 14 business days, with no additional compensation owed.

7. Refund Processing

Approved refunds will be processed within 14 business days of the refund decision, via the same payment method used for the original transaction. The Company is not responsible for delays caused by banking institutions or payment processors.

8. Online Payment Refunds (Flutterwave)

For payments made through our online platform powered by Flutterwave, refunds will be processed in accordance with Flutterwave's refund procedures and timelines. The Company will initiate the refund on its end within 5 business days of the approved decision.

9. Contact for Claims

• Email: sourcing@goshenlechem.com (Subject: "Refund/Cancellation Claim — [Your Order ID]")
• Phone / WhatsApp: +233 24 940 5689

Last updated: 16 October 2026