Customer Help
Refunds & Returns
This page explains what happens when a product is unavailable, damaged, incorrect or unsuitable, and how to ask AfricaMart to investigate.
For the quickest investigation, tell us which product is affected and include clear photographs when damage or condition is relevant.
Damaged, incorrect, missing or unsafe products
Contact AfricaMart as soon as reasonably possible after delivery when a product is damaged, incorrect, missing, spoiled or otherwise not as described. Do not consume a product that appears unsafe.
- Provide the order reference and affected product name.
- Explain the problem clearly.
- Keep the product and packaging until support advises what to do, where safe.
- Attach photographs when they will help show damage, condition or the wrong item.
Depending on the circumstances and your legal rights, AfricaMart may offer a refund, replacement or another appropriate remedy. Product replacements are not the same as automatic substitutions during picking.
Change-of-mind returns
Cancellation and return rights depend on the type and condition of the product. Goods that deteriorate or expire rapidly can be excluded from the usual distance-selling cancellation right. Sealed goods that are not suitable for return for health or hygiene reasons can also lose that right after the seal is broken.
For eligible non-perishable goods, contact support before returning anything. Products must normally be unused, unopened and in a resalable condition. We will provide return instructions where a return is accepted.
How refunds are processed
- Send a request through Help & Support.
- AfricaMart reviews the order, product information and any photographs.
- When approved, the refund is sent to the original payment method.
- Your bank or card provider controls how quickly the credit appears after it is issued.
Delivery charges are refunded where required by law or where the delivery service itself was not properly provided. A product-only issue will not always qualify for a refund of the original delivery charge.
Delivery could not be completed
When delivery fails because the customer is unavailable, the address is incorrect or access is not possible, AfricaMart will assess whether redelivery or a refund is possible. Perishable, chilled and frozen products may not be safe to redeliver.
A reasonable redelivery charge or deduction for avoidable loss may apply where permitted, but this does not limit rights that cannot legally be excluded.
Your statutory rights
Nothing on this page removes rights provided by UK consumer law. Goods must be of satisfactory quality, fit for purpose and as described. Contact support if you believe an order has not met those standards.