Agogoo Marketplace Refund Policy

At Agogoo Marketplace, we are committed to providing a seamless shopping experience for both buyers and sellers. Our Refund Policy is designed to protect both parties, ensuring that any issues are resolved fairly and on time. Below is the policy outlining the terms and conditions under which refunds may be processed, and the role Agogoo Marketplace plays in handling disputes.

Responsibility for Refunds

• Sellers’ Responsibility: Refunds are the responsibility of the seller, based on their business terms. Agogoo Marketplace does not directly process or issue refunds for payments made by customers to sellers. However, Agogoo Marketplace will step in to mediate disputes and ensure fair resolution when necessary.

• Agogoo’s Role: Agogoo acts as an intermediary between the buyer and the seller. If a dispute arises, Agogoo will assist in resolving the issue by facilitating communication between both parties. In some cases, Agogoo may at its discretion intervene and process a refund.

Dispute Resolution Process

If you encounter an issue with your order, please follow these steps:

1. Raise a Dispute:

   • Customers must first raise a dispute directly with the seller via the Agogoo platform. This will allow the seller to address the issue according to their business terms.
   • We strongly recommend all conversations should be made within our chat system on the Agogoo app to keep track and transparency. Any conversations outside of the app will be void.

2. Escalate to Agogoo Complaints Team:

   • If the issue is not resolved by the seller within 7 working days, customers may escalate the dispute to Agogoo’s Complaints Team at complaints@agogoo.africa. Each case will be reviewed individually, and Agogoo will work with both parties to resolve.

3. Review Process:

   • Agogoo will consider the rapport and history between the buyer, the seller, and Agogoo before making any decisions. This includes reviewing evidence provided by both parties, including any communication, product images, and delivery reports.

Conditions for Refunds

Refunds will only be issued under the following conditions:

1. Product Has Not Been Used:

   • The product must be unused and in its original condition. If the product shows signs of use or damage caused by the buyer, a refund will not be processed.

2. Product Packaging Has Not Been Tampered With:

   • The original packaging must remain intact and unopened. If the packaging has been tampered with or damaged, the seller is not required to process a refund.

3. Product Was Delivered Already Damaged:

   • If the product was delivered damaged, the customer must provide photographic evidence from the delivery service showing the damage at the time of delivery. A refund may be processed if the evidence supports the claim of damage during transit.

4. No Refunds on Perishable Goods:

   • Refunds will not be issued for perishable goods (e.g., food, beverages, or other items with a limited shelf life). Buyers are advised to check with the seller before purchasing these types of products.

5. Product Expired:

   • If the product is found to be expired, the expiration date must be provided by the buyer as proof. A refund may be issued if the product was expired at the time of delivery.

Refund Timeframe

• Refund Processing: Refunds must be processed by the seller within 7 working days from the date of the resolution of the dispute. If the seller fails to process the refund within this timeframe, Agogoo will assist in resolving the issue.
• Agogoo’s Discretion: In cases where Agogoo intervenes, it may process the refund directly, at its discretion, based on the findings of the dispute investigation.

How to Request a Refund

To request a refund, please follow these steps:

1. Contact the Seller: Initiate a dispute through the Agogoo platform. Provide all relevant details such as order number, photos, and descriptions of the issue.
2. Provide Evidence: If applicable, provide photographic evidence (e.g., damaged product, damaged packaging, expiration date, delivery report) to support your claim.
3. Escalate to Agogoo: If the seller does not respond or resolve the issue, escalate the dispute to Agogoo’s Complaints Team via complaints@agogoo.africa.

Non-Refundable Items

• Perishable Goods: As mentioned, items that are perishable are not eligible for a refund. Always confirm with the seller before purchasing perishable items.
• Used Products: Items that have been used or tampered with are not eligible for a refund.
• Non-Damaged Products: If the product was not damaged during delivery and is in its original condition, refunds will not be issued.

Contact Us

For any questions or concerns regarding this Refund Policy, please contact our support team via email at complaints@agogoo.africa.

Thank you for shopping with Agogoo Marketplace! We are committed to ensuring a fair, transparent, and secure shopping experience for all our users.