Refund policy

Refund Policy - Oasis African Market

At Oasis African Market, we are committed to providing our customers with an exceptional online shopping experience for authentic African groceries and goods. However, we understand that there may be situations where a return or exchange is necessary. To ensure a seamless and fair process, we have established the following return policy:

1. Eligibility:

  • Returns or exchanges are accepted within 14 days from the date of delivery.
  • Items must be unused, unopened, and in their original packaging.
  • Herbal drinks (such as Jekonmo, Olekoko and Senuebo) can be returned unopened within the 14-day window.
  • Food and snack items (such as chin chin, peanuts, bitter kola and seasoning) are not eligible for return due to safety and hygiene reasons unless there is a quality issue, the product is defective or damaged, or we sent the wrong item.

2. Return Process:

  • To initiate a return, please contact our customer support team within 14 days of receiving your order.
  • You can reach us through our website or via email, providing:
    • Your order number.
    • The reason for the return.
    • Any relevant details or evidence (e.g., photos of the item).
  • Our customer support team will guide you through the return process and provide return instructions or a return authorization, if applicable.

3. Return Shipping:

  • Customers are responsible for the shipping costs associated with the return, except in cases where the item is defective, damaged, or if there was an error on our part.
  • We recommend using a reliable shipping method with tracking to ensure the safe return of the products.
  • If the return is due to a mistake on our part or if the item is defective or damaged, we will provide a prepaid return label or arrange for the pickup of the item(s).

4. Refunds and Exchanges:

  • Once the returned item(s) are received and inspected, we will notify you of the status of your return.
  • Approved refunds will be issued to the original payment method used for the purchase, excluding any shipping charges.
  • If approved, refunds will be processed promptly. The exact timeframe for the refund to reflect in your account may vary depending on your payment method or financial institution.
  • Exchanges will be processed for eligible items as soon as the returned items are received and inspected.

5. Exceptions:

  • Certain products may have specific return guidelines or restrictions due to their nature or legal regulations (e.g., food and perishable items, and opened personal care products).
  • These exceptions will be clearly stated on the product page or during the checkout process.

6. Important Notes:

  • Oasis African Market reserves the right to refuse returns that do not comply with this return policy or if the items have been used, damaged, or tampered with.
  • Customers are encouraged to review this return policy regularly, as it is subject to change.

We are dedicated to addressing any concerns related to returns promptly and providing excellent customer service throughout the process.

For further inquiries or assistance, please don’t hesitate to contact our customer support team or use the contact us form on our website.

Thank you for shopping with Oasis African Market.