Returns & Refunds

Who you are buying from

You buy from Afriqex Ltd. Afriqex sells the goods in its own name, and your contract is with Afriqex — not with the producer who grew or distilled them. If something is wrong with an order, Afriqex is who you deal with, and Afriqex provides the remedy. You do not need to contact the supplier.

This is a business-to-business service

Afriqex supplies trade buyers, not consumers. We do not offer general change-of-mind returns on correctly supplied commercial purchases: ingredients are bought to specification, in trade quantities, and a drum that has left our control cannot be resold as new.

That is a commercial position, not a limit on your rights. Nothing here removes rights or remedies that cannot lawfully be excluded.

When you can return goods or claim a refund

A return, replacement, credit or refund may be available where goods are:

• faulty;
• damaged;
• incorrect;
• materially misdescribed;
• materially off-specification;
• unsafe or non-compliant;
• missing documentation that formed part of the agreed specification — a Certificate of Analysis, a GC-MS report or a Safety Data Sheet you were entitled to receive.

Tell us quickly

Please inspect goods promptly on arrival. Time limits matter here because a carrier claim and a batch investigation both close quickly, and a late report can make a problem impossible to resolve in your favour.

• Within 48 hours of delivery — visible damage, leakage, incorrect items, shortages, or a delivery problem.
• Within 7 days of delivery — quality, specification, contamination, documentation or batch issues. If the issue could not reasonably have been identified sooner, tell us as soon as you reasonably can.

Where you are asking to return goods, they should normally remain unopened, unused, sealed, correctly stored and in their original packaging — unless the nature of the defect reasonably required opening or testing to find it.

What we will do

Afriqex may provide any appropriate remedy, including a replacement, a refund, a partial refund, a credit note, collection of the goods, or an inspection — or another remedy agreed with you. Which one fits depends on the problem, and we will tell you what we propose and why.

Refunds are made to the original payment method. Where Afriqex arranges collection, we will not ask you to pay to return goods that were faulty, damaged, incorrect or off-specification.

We may investigate the issue with the producer who supplied us and pursue our own remedy against them separately. That is our business and does not delay yours.

How to raise it

Email info@afriqex.com with your order number, what arrived, and photographs where there is visible damage. If you have an account you can also raise it from Support, which reaches the same team.

The full terms

This page summarises section 14 of our Terms of Service, which is the authoritative version and governs any difference between the two.