Last updated: 13 September 2026
1. Introduction
This Returns and Refund Policy explains how Ciza Farms Ltd (“CIZA Farms,” “we,” “us,” or “our”) handles cancellations, returns, replacements and refunds for products purchased through https://cizafarms.com.
This Policy forms part of our Terms and Conditions and does not limit any mandatory right available under Nigerian consumer-protection law.
2. Your Consumer Rights
Customers are entitled to receive products that are safe, of acceptable quality, reasonably suitable for their intended purpose and consistent with their description.
You may be entitled to an appropriate remedy where a product is:
- Damaged when delivered or collected;
- Defective or unsafe;
- Expired when supplied;
- Incorrectly supplied;
- Missing from the order;
- Materially different from its description; or
- Otherwise below the quality reasonably expected under applicable law.
Depending on the circumstances, the appropriate remedy may be a replacement, exchange, store credit, partial refund or full refund.
3. Reporting a Problem
Please inspect your order as soon as reasonably possible after delivery or collection.
If there is a problem, contact us promptly. For damage, shortage, incorrect products or visible packaging issues, we encourage you to contact us within 48 hours so that we can investigate effectively.
Failure to report within 48 hours does not automatically remove a statutory right where the defect or problem could not reasonably have been discovered within that period.
4. Information Required
When contacting us, please provide:
- Your full name;
- Order number;
- Telephone number or email address used for the order;
- A clear description of the problem;
- Photographs or video showing the product and packaging;
- The batch, production and expiry or best-before information where relevant; and
- Any other information reasonably required to investigate the matter.
Please keep the product, label, seal and packaging until we advise you about the next step.
5. Damaged Products
If a product is damaged during delivery, notify us promptly and provide clear photographs of the outer package and affected product.
After reviewing the information, we may arrange a replacement, refund or another appropriate remedy.
Do not discard a damaged product unless we confirm that it is no longer required for inspection or return.
6. Incorrect or Missing Products
If you receive the wrong product, pack size or quantity, or an item is missing, contact us promptly.
We may verify the order and arrange delivery of the correct or missing product, collection of the incorrect product, store credit or a refund.
A product supplied incorrectly should remain unopened and properly stored unless opening it was reasonably necessary to discover the error.
7. Defective, Unsafe or Expired Products
Do not consume or use a product if you reasonably believe it is defective, contaminated, unsafe or expired.
Keep the product securely stored and away from children or other persons. Contact us with the relevant details and photographs.
Where the complaint is confirmed, we will provide an appropriate remedy and may arrange collection or safe disposal of the product.
8. Change-of-Mind Returns
Because we sell packaged food products, change-of-mind returns are accepted only where appropriate and lawful.
To be considered, the product should:
- Be unopened and unused;
- Have its original seal intact;
- Remain in its original, undamaged packaging;
- Have been stored correctly;
- Be suitable for resale; and
- Be returned within a reasonable period, preferably within seven days of delivery or collection.
We reserve the right to decline a change-of-mind return where accepting it would create a food-safety, hygiene or quality risk.
This restriction does not apply where the product is defective, unsafe, damaged, incorrectly supplied or otherwise subject to a mandatory statutory remedy.
9. Products That Cannot Normally Be Returned
Subject to applicable consumer rights, we do not normally accept returns of:
- Opened or partly consumed food products;
- Products with broken or removed seals;
- Products damaged through improper handling or storage;
- Products exposed to heat, moisture, contamination or unsuitable conditions after delivery;
- Products without sufficient information to identify the order;
- Products returned solely because of normal variations in natural ingredients; or
- Products specifically prepared, packaged or customised for the customer where resale is not reasonably possible.
10. Natural Product Variations
Spices and other agricultural products may naturally vary slightly in colour, texture, aroma or appearance.
A minor natural variation that does not affect safety, quality, quantity or suitability will not ordinarily be treated as a defect.
However, please contact us if you believe a variation indicates spoilage, contamination, incorrect processing or another genuine quality concern.
11. Order Cancellations
Contact us as soon as possible if you wish to cancel an order.
A full cancellation may be possible before the order has entered preparation, packaging or dispatch.
Where preparation or dispatch has already begun, cancellation may not be possible, or reasonable costs already incurred may be deducted where permitted by law.
If we cancel an order because a product is unavailable or delivery cannot be completed, we will arrange an appropriate refund for the amount paid for the affected product or order.
12. How to Request a Return
Contact info@cizafarms.com before sending or bringing back a product.
Please do not return a product without instructions from us. We will provide the applicable return, collection or inspection arrangements.
Products returned without prior communication may take longer to identify and process.
13. Return and Collection Costs
Where a return is required because a product is defective, unsafe, damaged, incorrectly supplied or otherwise our responsibility, CIZA Farms will bear the reasonable approved return or collection cost.
For an approved change-of-mind return, the customer may be responsible for the return cost and the original delivery charge may not be refundable.
Do not incur a return-delivery cost on our behalf without first obtaining our approval.
14. Inspection of Returned Products
Returned products may be inspected before a replacement or refund is approved.
The inspection may consider:
- The condition of the product and packaging;
- Whether the seal has been opened;
- Storage and handling after delivery;
- Production, batch and expiry information;
- Photographs or other evidence supplied; and
- The nature and cause of the reported problem.
An inspection will be conducted fairly and will not be used to deny a valid statutory right.
15. Refunds
Once a refund is approved, it will ordinarily be returned through the original payment method.
For payments processed through Paystack, the refund may be returned to the card, bank account or payment channel used for the transaction.
Although we will initiate approved refunds promptly, the time required for the funds to appear may depend on Paystack, the customer’s bank and the payment method.
We will notify you when the refund has been initiated or otherwise processed.
16. Partial Refunds
A partial refund may be appropriate where:
- Only part of an order is affected;
- A customer chooses to keep an affected product;
- An item has suffered a minor issue that does not make it unsafe or unusable; or
- Another fair resolution is agreed with the customer.
We will explain any proposed partial refund before processing it.
17. Replacements and Store Credit
Where appropriate, you may be offered:
- Replacement of the affected product;
- Exchange for another available product;
- Store credit; or
- A refund.
You will not be required to accept store credit instead of a refund where applicable law entitles you to a monetary refund.
Replacement products remain subject to availability.
18. Sale and Promotional Products
Products purchased during a sale or promotion remain protected where they are defective, unsafe, damaged, incorrectly supplied or materially different from their description.
A promotional restriction will not remove any mandatory consumer right.
Change-of-mind returns for promotional products may be subject to the specific terms disclosed when the offer was made.
19. Delivery Charges
Where the entire order is rejected or returned because of a confirmed defect, damage, incorrect supply or other failure attributable to CIZA Farms, the applicable delivery charge may also be refunded.
Where only one product in a larger order is affected, the original delivery charge may not be refundable if the remaining order was delivered correctly.
Delivery charges are not normally refundable for an approved change-of-mind return unless required by law.
20. Abuse and Fraud Prevention
We may refuse or investigate a request where there is reasonable evidence of fraud, deliberate product damage, falsified information, repeated abuse of the returns process or another dishonest practice.
This provision will not be used to prevent a genuine customer from exercising a lawful consumer right.
21. Complaints
If you are dissatisfied with our proposed resolution, please contact us and provide any additional relevant information.
We will review the complaint fairly and attempt to resolve it promptly.
Nothing in this Policy prevents a customer from contacting the Federal Competition and Consumer Protection Commission or using another lawful complaint or dispute-resolution process.
22. Changes to This Policy
We may update this Returns and Refund Policy to reflect changes in our products, business operations, payment arrangements or legal requirements.
The revised Policy will be published on this page with an updated revision date.
The Policy applying to an order will generally be the version in force when the order was submitted.
23. Contact Us
For cancellations, returns, replacements, refunds or complaints, contact:
Ciza Farms Ltd
RC 1671816
Ajah, Lagos State, Nigeria
Email: info@cizafarms.com
Website: https://cizafarms.com