Return Period

You have 30 days from the date of delivery to initiate a return for eligible items. This generous return window ensures you have sufficient time to inspect your produce and raise any concerns about quality or accuracy of your order. The 30-day period begins from the moment your order is delivered to your specified address, and we encourage customers to inspect their items immediately upon receipt.

Eligible Items for Return

Damaged or spoiled products upon delivery are fully eligible for return regardless of the time that has passed since delivery. We understand that fresh produce can sometimes arrive in less than perfect condition due to handling or transportation issues, and we take full responsibility for ensuring you receive quality items. Simply contact our customer service team with photos of the damaged items, and we’ll immediately process a replacement or refund.

Wrong items delivered will be accepted for return with no questions asked. If you receive products that don’t match your order confirmation, whether it’s a different variety of produce, incorrect quantities, or completely different items, we’ll arrange for immediate pickup of the wrong items and delivery of your correct order at no additional cost to you.

Products significantly different from description on our platform are eligible for return within the 30-day window. This includes situations where the size, color, variety, or quality of the produce differs substantially from what was advertised on our website. We maintain detailed product descriptions and photos to set accurate expectations, but if reality doesn’t match our online representation, we’ll make it right.

Quality issues with non-perishable items such as grains, dried beans, processed foods, or packaged goods can be returned within the full 30-day period. These items have longer shelf lives and should maintain their quality throughout the return window. If you discover quality problems with these items, we’ll provide a full refund or replacement.

Non-Returnable Items

Fresh produce after 24 hours of delivery cannot be accepted for return due to the natural perishable nature of fruits and vegetables. After 24 hours, it becomes difficult to determine whether quality issues are due to our handling or natural aging processes. However, if you notice quality problems within this 24-hour window, please contact us immediately for a full refund or replacement.

Perishable items showing normal ripening or aging are not eligible for return. Natural processes like bananas developing brown spots, avocados softening, or leafy greens showing minor wilting after several days are part of the normal lifecycle of fresh produce and don’t constitute grounds for return.

Items damaged due to improper storage by customer cannot be returned. If produce deteriorates because it wasn’t stored according to our provided storage instructions (such as keeping certain items refrigerated or at room temperature), we cannot accept responsibility for the resulting quality issues.

Custom or special orders placed specifically for individual customers, such as special variety requests, bulk orders for events, or items sourced from specific farms at customer request, are generally non-returnable unless they arrive damaged or incorrect. These items are sourced specifically for you and cannot be easily resold to other customers.

Return Process

Contact us within 30 days of delivery via email at returns@ojaa.com.ng or by phone during our business hours. Our customer service team is trained to handle return requests efficiently and will guide you through the entire process. Early contact helps us resolve issues faster and ensures the best possible outcome for your return.

Provide your order number and detailed reason for return when you contact us. Having your order number ready speeds up the process as we can immediately access your purchase history and delivery details. Be specific about the issue – whether it’s damage, wrong items, quality concerns, or other problems.

Take clear photos of damaged or incorrect items before consuming or disposing of any products. Photos help our team assess the situation quickly and often allow us to process refunds immediately without requiring physical return of perishable items. Include multiple angles and close-ups of any damage or quality issues.

We’ll arrange pickup or provide return instructions based on the type and condition of items being returned. For damaged perishables, we may not require physical return and will process refunds based on photos. For non-perishable items or wrong deliveries, we’ll coordinate pickup with our logistics partners at no cost to you.

Items must be in original packaging where applicable for non-perishable goods and processed items. Original packaging helps maintain product integrity during return shipping and allows us to assess whether items can be restocked. However, we understand that fresh produce doesn’t always come in returnable packaging, so this requirement is flexible for fruits and vegetables.

Refund Process

Approved returns receive full refunds within 5-7 business days of approval. We process refunds quickly to ensure you’re not inconvenienced by our return process. The refund includes the full cost of items plus any delivery fees you paid, ensuring you’re completely whole from the transaction.

Damaged items receive immediate replacement or full refund, whichever you prefer. We don’t want you to wait when you receive damaged goods, so we often process these refunds or dispatch replacements the same day you report the issue. Your satisfaction is our priority, and damaged deliveries are treated with the highest urgency.

Wrong delivery situations receive free replacement of correct items plus additional compensation for the inconvenience caused. We understand that receiving wrong items can disrupt your meal planning or business operations, so we go beyond just correcting the mistake to acknowledge the inconvenience you experienced.

Partial spoilage in mixed orders results in partial refunds for only the affected items, allowing you to keep and enjoy the good items while receiving compensation for the spoiled portions. We calculate refunds proportionally based on the value of affected items, ensuring fair compensation while minimizing waste.

Refund Methods

Refunds will be processed using the same payment method you used for your original purchase to ensure security and proper accounting. Bank transfers typically take 3-5 business days to appear in your account after we initiate the refund, depending on your bank’s processing times.

Card payments take 5-7 business days to appear on your statement as credit card processing networks require additional time for refund transactions. The refund will appear as a credit from Ojaa on your card statement.

Wallet refunds for customers who paid using digital wallet services are processed instantly back to your wallet account, providing immediate access to your refunded funds for future purchases or withdrawal.

Vendor Returns

For items sold by third-party vendors on our marketplace platform, the same 30-day return period applies to ensure consistent customer experience regardless of who fulfills your order. However, vendor-specific return conditions may apply for certain specialty items or custom products, which will be clearly indicated on the product page before purchase.

Ojaa facilitates the entire return process even for vendor items, so you’ll always work directly with our customer service team rather than individual vendors. This streamlined approach ensures consistent service quality and faster resolution of return requests.

All refunds for vendor items are processed through Ojaa’s system using the same timelines and methods as direct Ojaa sales, ensuring you receive the same level of service and protection regardless of the item’s source.

Quality Guarantee

We guarantee the quality and freshness of all farm produce sold through our platform. Our quality guarantee means that if you’re not completely satisfied with the freshness, taste, or overall quality of any produce upon delivery, we’ll provide a full refund or replacement without requiring detailed explanations or proof of defects.

This guarantee reflects our confidence in our farmers, our supply chain processes, and our commitment to delivering only the best Nigerian farm produce to your table. We work closely with our farmers to ensure proper harvesting, handling, and transportation practices that maintain produce quality from farm to your doorstep.

Contact for Returns

Email: returns@ojaa.com.ng – Our dedicated returns email is monitored throughout business hours with typical response times under 2 hours during peak periods.

Phone: [Your Phone Number] – Speak directly with our customer service representatives who can process returns, answer questions, and provide immediate assistance.

Business Hours: Monday through Saturday, 8:00 AM to 6:00 PM – We’re available when you need us most, with extended hours to accommodate working customers.

Exceptions

Refunds may be denied for abuse of return policy in cases where customers repeatedly return items without valid reasons or attempt to return items well outside our policy guidelines. We monitor return patterns to ensure fairness to all customers and sustainability of our generous return policy.

Items returned after 30 days are not eligible for refund except in cases of demonstrable merchant error or exceptional circumstances that prevented timely return requests. We enforce this deadline to ensure inventory freshness and fair treatment of all customers.

Shipping costs are non-refundable unless we made an error in your order or delivered damaged goods. In cases where we’re at fault, we’ll refund your shipping costs along with the product costs and may provide additional compensation for the inconvenience.