TRADE AFRICA ONLINE

Last Updated: 25 August 2026

1. INTRODUCTION

This Delivery, Returns, Exchanges and Refunds Policy sets out the procedures and conditions applicable to orders placed through Trade Africa Online.

Trade Africa Online is an e-commerce marketplace that facilitates the sale of products and services from African businesses, manufacturers, merchants and other suppliers to consumers.

This Policy explains:

• Order processing;
• Delivery arrangements;
• Delivery charges;
• Failed deliveries;
• Damaged or incorrect products;
• Returns;
• Exchanges;
• Cancellations; and
• Refunds.

This Policy applies together with our Terms of Use and any product-specific terms displayed before a customer completes a purchase.

Nothing in this Policy is intended to remove or restrict a consumer right that cannot legally be excluded.

2. ORDER PROCESSING

Once an order has been successfully submitted and payment has been confirmed, Trade Africa Online or the relevant vendor will begin processing the order.

An order confirmation may contain:

• Order number;
• Product description;
• Quantity;
• Price;
• Delivery address;
• Delivery charges;
• Payment information/status; and
• Other relevant transaction details.

Orders may be subject to verification before dispatch.

If a product becomes unavailable after an order has been placed, Trade Africa Online or the relevant vendor will make reasonable efforts to notify the customer and provide an appropriate solution.

3. ORDER DISPATCH

The current Trade Africa Online shipping information states that items are generally shipped within three business days after payment.

However, actual dispatch times may vary depending on:

• Product availability;
• Vendor location;
• Order volume;
• Product type;
• Payment verification;
• Delivery destination;
• Weekends and public holidays; and
• Circumstances beyond reasonable control.

Where a product has a different processing period, the applicable timeframe displayed on the product page or communicated at checkout will apply.

4. DELIVERY AREAS

Trade Africa Online primarily operates from Ghana while serving as a platform for African businesses and consumers.

Delivery availability may vary according to:

• Product;
• Vendor;
• Customer location;
• Delivery partner;
• Package size and weight;
• Customs requirements; and
• Applicable restrictions.

Customers should confirm delivery availability and charges for their destination before completing an order.

5. DELIVERY TIMEFRAMES

Delivery timeframes depend on the destination, vendor and delivery method selected.

Where a delivery estimate is provided at checkout or on the product page, that estimate will apply to the relevant order.

Delivery estimates may be affected by:

• Public holidays;
• Weather;
• Traffic;
• Customs clearance;
• Transport disruptions;
• Vendor processing delays;
• Incorrect customer information; and
• Other circumstances beyond reasonable control.

A delivery estimate is not a guarantee unless expressly stated otherwise.

6. DELIVERY CHARGES

Delivery charges may vary depending on:

• Delivery destination;
• Product;
• Vendor;
• Package weight;
• Package dimensions;
• Delivery method;
• Delivery provider; and
• Promotional offers.

The applicable delivery charge should be communicated to the customer before completion of the transaction where reasonably practicable.

For international deliveries, customers may also be responsible for applicable customs duties, taxes, clearance charges or other destination-country charges unless otherwise stated.

7. DELIVERY ADDRESS

Customers are responsible for providing complete and accurate delivery information.

This includes:

• Recipient’s full name;
• Telephone number;
• House/building number where applicable;
• Street name;
• Area/community;
• City;
• Region;
• Country; and
• Any other information reasonably required by the delivery provider.

An incorrect or incomplete delivery address may result in delay, failed delivery or additional delivery costs.

8. DELIVERY CONFIRMATION

Depending on the delivery provider and destination, delivery may be confirmed through:

• Recipient signature;
• Telephone confirmation;
• Electronic confirmation;
• Delivery code;
• Photograph;
• Delivery partner records; or
• Other reasonable verification methods.

Customers should inspect packages as soon as reasonably possible after delivery.

9. DAMAGED PRODUCTS

Customers should inspect their order when it is delivered.

If an item arrives damaged, Trade Africa Online should be contacted promptly.

The customer may be asked to provide:

• Order number;
• Product name;
• Description of the damage;
• Photographs;
• Video evidence where appropriate; and
• Other information necessary to investigate the claim.

Trade Africa Online or the relevant vendor may arrange an appropriate remedy, which may include:

• Replacement;
• Repair;
• Exchange;
• Refund; or
• Another appropriate solution.

The current website shipping information also instructs customers to check items when delivered and contact Trade Africa Online immediately if an item is damaged.

10. WRONG OR MISSING ITEMS

If a customer receives:

• A product different from the one ordered;
• An incorrect quantity; or
• An order with a missing item,

the customer should contact Trade Africa Online promptly.

After verification, Trade Africa Online or the relevant vendor may provide:

• The correct product;
• The missing product;
• A replacement;
• An exchange; or
• A refund, where appropriate.

11. RETURNS

Eligible products may be returned in accordance with this Policy, the applicable product conditions and applicable law.

Unless a product-specific policy states otherwise, returned products should generally be:

• Unused;
• In their original condition;
• In their original packaging where reasonably possible;
• Accompanied by proof of purchase;
• Accompanied by accessories and documentation supplied with the product; and
• Returned within the applicable return period.

Certain products may be subject to different return requirements because of their nature.

12. STATUTORY CANCELLATION RIGHTS

Where applicable, customers may have statutory cancellation rights under Ghanaian law.

For qualifying electronic transactions involving goods, the Electronic Transactions Act, 2008 (Act 772) provides a statutory cancellation period in certain circumstances, subject to the exceptions established by the legislation.

Where a statutory cancellation right applies, Trade Africa Online will honour that right in accordance with applicable law.

Nothing in this Policy is intended to reduce a customer’s statutory rights.

13. EXCEPTIONS TO CANCELLATION OR RETURNS

Certain products or transactions may be excluded from statutory cancellation or voluntary return rights under applicable law or because of their nature.

Examples may include:

• Perishable goods;
• Certain food and beverage products;
• Goods made according to customer specifications;
• Customised products;
• Goods that cannot reasonably be returned because of their nature;
• Certain sealed products where the seal has been broken;
• Certain digital products or services once supplied or accessed;
• Certain publications;
• Certain services that have commenced with the customer’s consent; and
• Other categories excluded under applicable law.

Where a product has a special return condition, Trade Africa Online should clearly communicate that condition before purchase.

14. FOOD AND PERISHABLE PRODUCTS

Because Trade Africa Online lists food, beverages, groceries and other consumer products, special return conditions may apply to perishable or consumable products.

Food, beverages and other products that may deteriorate quickly may generally not be eligible for ordinary change-of-mind returns.

However, this does not prevent a customer from raising a legitimate complaint where the product is:

• Damaged;
• Spoiled;
• Defective;
• Unsafe;
• Incorrect; or
• Materially different from what was ordered.

Such complaints should be reported promptly after delivery.

15. EXCHANGES

Where an exchange is available, the replacement product will be subject to stock availability.

For preference-based exchanges, such as a change in size or colour, the customer may be responsible for applicable return and re-delivery costs unless otherwise stated.

Where the original product was defective, damaged or incorrectly supplied, Trade Africa Online or the responsible vendor may bear the applicable return or replacement cost, subject to the circumstances and applicable law.

16. HOW TO REQUEST A RETURN

Customers should contact Trade Africa Online using the official contact details published on the website.

A return request should include:

• Customer name;
• Order number;
• Product name;
• Date of purchase;
• Date of delivery;
• Reason for return;
• Photographs where relevant; and
• Any other information reasonably required.

Customers should wait for return instructions where prior return authorisation is required.

17. RETURN SHIPPING COSTS

Unless otherwise required by law:

• Change-of-mind returns may require the customer to bear the cost of returning the product.
• Where Trade Africa Online or a vendor supplied the wrong product, the applicable party may bear the return cost.
• Where a product is defective or damaged through no fault of the customer, Trade Africa Online or the responsible vendor may arrange or bear the appropriate return cost.
• Special product-specific return conditions may apply.

18. REFUNDS

Where a refund is approved, Trade Africa Online will process the refund using the original payment method where reasonably practicable.

The time required for the refund to appear in the customer’s account may depend on:

• Payment method;
• Payment service provider;
• Bank or financial institution; and
• Processing times outside Trade Africa Online’s control.

Where a refund is required by law, it will be processed within the applicable legal timeframe.

19. REFUND DEDUCTIONS

Where legally permitted, a refund may be adjusted for legitimate amounts such as:

• Return delivery costs for which the customer is responsible;
• Damage caused by misuse;
• Missing components;
• Missing accessories;
• Unreasonable handling that has reduced the value of the product; or
• Other lawful charges agreed to by the customer.

No deduction will be made where doing so would unlawfully restrict a customer’s statutory rights.

20. FAILED DELIVERY

If delivery cannot be completed because:

• The customer provided an incorrect address;
• The customer provided an invalid telephone number;
• The customer is unavailable;
• The customer refuses delivery without legitimate reason; or
• The customer fails to cooperate with reasonable delivery arrangements,

Trade Africa Online or the delivery provider may attempt to contact the customer to arrange another delivery.

Additional delivery costs may apply where the failed delivery is attributable to the customer, subject to applicable law.

21. INTERNATIONAL ORDERS

Where Trade Africa Online makes international delivery available, customers may be responsible for charges imposed by the destination country, including:

• Customs duties;
• Import taxes;
• Customs clearance fees;
• Brokerage charges;
• Regulatory charges; and
• Other applicable destination-country fees.

International delivery times may be affected by customs and border procedures.

22. VENDOR-SUPPLIED PRODUCTS

Trade Africa Online provides a marketplace through which African businesses and merchants can showcase and sell their products.

Depending on the transaction, the relevant vendor may be responsible for:

• Preparing the order;
• Packaging;
• Dispatch;
• Product-specific warranty obligations;
• Product returns;
• Replacements; and
• Certain customer-service obligations.

Trade Africa Online may assist customers in resolving disputes or issues involving vendors.

23. PRODUCT WARRANTIES

Some products may be supplied with manufacturer or vendor warranties.

Where applicable, the warranty terms will apply in addition to this Policy.

Customers should retain:

• Order confirmations;
• Receipts;
• Invoices; and
• Other proof of purchase.

Nothing in a product warranty removes or restricts mandatory consumer rights under applicable law.

24. PROMOTIONAL PRODUCTS AND SPECIAL OFFERS

Products sold under promotions, discounts, clearance sales or special campaigns may have specific delivery or return conditions.

Any material special condition should be communicated to customers before purchase.

Promotional conditions cannot remove a statutory right that cannot legally be excluded.

25. CIRCUMSTANCES BEYOND OUR CONTROL

Trade Africa Online will make reasonable efforts to process and deliver orders within the applicable timeframe.

However, delays may occur because of circumstances beyond our reasonable control, including:

• Severe weather;
• Floods;
• Fire;
• Road or transport disruptions;
• Strikes;
• Public emergencies;
• Government restrictions;
• Customs delays;
• Security incidents;
• Infrastructure failures;
• Network or technology failures; or
• Other unforeseen circumstances.

Where a significant delay occurs, we will make reasonable efforts to communicate the situation to affected customers.

26. CONTACT INFORMATION

For delivery, return, exchange or refund enquiries, please contact:

Trade Africa Online

Email: info@tradeafricaonline.com
Telephone: (+233) 302 790 7616
Address: #57 Kofi Annan Street, Airport Residential Area, Accra, Ghana
Website: tradeafricaonline.com

These contact details are currently published on the Trade Africa Online website.

27. CHANGES TO THIS POLICY

Trade Africa Online may update this Policy from time to time to reflect changes in:

• Delivery operations;
• Vendors;
• Delivery partners;
• Product categories;
• Return procedures;
• Marketplace operations; or
• Applicable laws and regulations.

The most recent version published on the Trade Africa Online website will apply to transactions placed after its effective date, subject to applicable law.

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TRADE AFRICA ONLINE

Connecting African Businesses, Products and Consumers Through Digital Commerce.