Return, Refund & Replacement Policy

At Onnflo Basket, we are committed to:

• delivering fresh and quality products
• maintaining fair and transparent pricing
• resolving customer concerns quickly and fairly
• protecting customer satisfaction and trust
• complying with applicable Ghanaian consumer and commercial standards

We do not just deliver groceries — we deliver trust.

This policy applies to products purchased through Onnflo Basket mobile app, website, WhatsApp ordering, customer support ordering, and call-to-order services. Including fresh produce, vegetables, fruits, tubers, grains, proteins, packaged food, household essentials, and market-sourced groceries.

Due to health, hygiene, food safety, and perishability reasons, certain products may not be eligible for physical return once accepted by the customer. These may include fresh vegetables, fruits, raw meat, fish, frozen products, cooked/prepared food, opened packaged items, perishable food items, and hygiene-sensitive goods.

However, eligible refunds, replacements, or credits may still be issued where valid complaints are verified.

Customers may qualify for a replacement, refund, partial refund, wallet credit, or resolution if:

To qualify for a replacement or refund:

• complaint must be submitted within 24 hours of delivery
• customer must provide order number, item details, and photo evidence where applicable
• product must not be intentionally damaged after delivery
• issue must be verifiable through our system or investigation

Onnflo Basket reserves the right to decline claims that appear fraudulent, abusive, or unverifiable.

Approved refunds may be issued through:

• original payment method
• mobile money refund
• bank reversal
• Paystack reversal
• Onnflo Basket wallet credit

Refund processing timelines may vary depending on payment method:

Delays caused by banks or payment processors are outside Onnflo Basket's direct control.

Where practical and available, we may replace damaged items, poor quality items, missing items, and incorrect items. Replacement timelines depend on item availability, delivery location, and operational conditions.

Fresh market products naturally vary in size, color, texture, ripeness, and shape. Customers acknowledge that natural variations may occur and do not automatically qualify as defects. However, we remain committed to selecting quality products carefully.

Where an ordered item is unavailable, customer may receive a replacement suggestion and customer approval may be requested through app notification, phone call, WhatsApp, or in-app chat. Where customer is unreachable, substitutions may be handled based on previously selected customer preferences where available. Customers may choose to allow substitutions, reject substitutions, or be contacted before replacement.

Customers are responsible for providing accurate address details, ensuring availability to receive orders, and providing reachable contact information. Onnflo Basket may not be liable for delivery delays or failures caused by incorrect address, unreachable customer, security restrictions, force majeure events, severe weather, road disruptions, or civil disturbances.

If delivery fails due to customer-related reasons (customer unavailable, unreachable phone, wrong address, or refusal to receive order), Onnflo Basket may reschedule delivery, charge additional delivery fees, partially refund based on product condition, or refuse refund for perishable goods already dispatched.

Customer Cancellation: Customers may cancel orders before shopper assignment, vendor preparation, or dispatch initiation. Once shopping or fulfillment has started, cancellation fees may apply.

Onnflo Basket Cancellation: We reserve the right to cancel orders due to unavailable items, operational constraints, suspected fraud, payment failure, or safety concerns. Where payment has already been received, eligible refunds will be processed.

Refunds for discounted or reward-based orders may consider actual amount paid, promo code usage, referral credits applied, and wallet credits used. Promotional credits and referral rewards are non-transferable, may expire, and may be revoked if fraud is detected.

Onnflo Basket reserves the right to investigate suspicious claims, suspend abusive accounts, reject fraudulent refund requests, and reverse improperly obtained rewards or credits. Fraudulent behavior includes false missing item claims, repeated abuse of refund policy, duplicate account manipulation, and referral fraud.

To the maximum extent permitted under applicable law, Onnflo Basket's liability shall be limited to the value of affected items or the amount paid for the affected order. We are not liable for indirect losses, emotional distress, loss of business, or consequential damages except where required under applicable law.

Onnflo Basket may update this policy periodically to reflect operational changes, legal requirements, and service improvements. Updated versions will be published on our platform.

At Onnflo Basket, we understand that customers are trusting us with something important — feeding their families. That is why we are committed to fairness, transparency, accountability, reliable service, and customer satisfaction.

"We don't just deliver groceries — we deliver trust, transparency, and peace of mind every single time."