📋 Quick Summary
01
Our Commitment
Ọjàṣàyé connects buyers directly with Nigerian farmers and merchants. We take product quality seriously and stand behind every transaction made on our platform. If something goes wrong with your order, we will work to make it right.
Our guarantee: If you receive a product that is spoiled, damaged, incorrect, or not delivered at all — you are entitled to a full refund. No questions asked.
02
When You're Eligible for a Refund
You are entitled to a full refund in the following situations:
- Item not delivered — Your order was not delivered within 7 days of the confirmed dispatch date
- Wrong item received — You received a different product from what you ordered
- Spoiled or rotten produce — Fresh produce arrived in an inedible or unsafe condition
- Significantly underweight — You received materially less than the quantity you paid for (verified by photo evidence)
- Dead livestock on arrival — Live animals that arrived dead or severely ill due to poor handling
- Damaged packaging causing product loss — Packaging failure during transit resulted in product loss
✅ Disputes must be raised within 48 hours of delivery (or within 7 days if not delivered). Use the Dispute button on your Orders page or email hello@ojasaye.com.
03
When Refunds Don't Apply
Refunds will not be issued in the following circumstances:
- Change of mind after the order has been dispatched
- Produce that deteriorated after successful delivery due to improper storage by the buyer
- Minor cosmetic differences in appearance (e.g. size, shape, colour variation) that do not affect quality
- Disputes raised more than 48 hours after confirmed delivery
- Orders where the buyer provided an incorrect delivery address
- Livestock that died after successful delivery and handover
- Price disputes — the price shown at checkout is the final price
⚠️ Ọjàṣàyé reserves the right to request photo or video evidence before processing refunds for quality-related disputes.
04
Refund by Product Type
| Product Type | Not Delivered | Wrong Item | Spoiled/Damaged | Change of Mind |
|---|---|---|---|---|
| Fresh Produce (fruits, veg) | Full Refund | Full Refund | Full Refund | No Refund |
| Grains & Dry Goods | Full Refund | Full Refund | Full Refund | No Refund |
| Poultry & Fish | Full Refund | Full Refund | Full Refund | No Refund |
| Live Cattle & Goats | Full Refund | Full Refund | Case by Case | No Refund |
| Dairy Products | Full Refund | Full Refund | Full Refund | No Refund |
| Spices & Seasonings | Full Refund | Full Refund | Evidence Required | No Refund |
05
How to Request a Refund
Option 1 — Through your account (fastest)
- Log in to Ọjàṣàyé
- Go to My Account → My Orders
- Find the order and click ⚠️ Dispute
- Select your reason and describe the issue
- Submit — you'll receive a response within 48–72 hours
Option 2 — By email
Email hello@ojasaye.com with:
- Your order ID (starts with ORD-)
- Your full name and email address
- A description of the issue
- Photos or video evidence if applicable
06
Refund Timeline
Note: "Not delivered" disputes are auto-resolved within 48 hours if tracking confirms non-delivery. Refunds are processed to your original payment card or bank account.
07
Livestock-Specific Policy
Live animals require special handling. Our livestock refund policy reflects this:
- Live animals — Must be inspected by the buyer at the point of handover. Any issues must be reported immediately to the delivery person and photographed
- Dead on arrival — Full refund issued if the animal arrives dead and evidence is provided within 2 hours of delivery
- Dressed/processed poultry and fish — Treated like fresh produce. Full refund if spoiled on arrival
- Cattle and goats — Due to their value and the nature of live transport, disputes are reviewed case by case with a 24-hour response commitment
⚠️ Ọjàṣàyé strongly recommends buyers inspect all live animals before signing off on delivery. Once you accept delivery of a live animal, Ọjàṣàyé cannot be held responsible for its subsequent health or condition.
08
Merchant Responsibilities
Merchants on Ọjàṣàyé are required to:
- Accurately describe and photograph all listed products
- Ensure produce is fresh and fit for consumption at time of dispatch
- Package products appropriately to prevent damage during transit
- Respond to buyer disputes within 48 hours
- Accept refund decisions made by Ọjàṣàyé after dispute review
Merchants who repeatedly receive valid refund claims may have their accounts reviewed or suspended. The cost of approved refunds is deducted from merchant payouts.
09
Contact Us
For all refund requests and questions:
Ọjàṣàyé Support
Email: hello@ojasaye.com
Response time: Within 24 hours (weekdays)
Platform: omololaomotalade.github.io/ojasaye