Refund policy

 

Return & Refund Policy

At Sheba's Teff, customer satisfaction is important to us. We are committed to supplying premium Ethiopian teff products that meet high quality standards. Because our products are food items, certain restrictions apply to returns and refunds to ensure food safety and product integrity.

1. Overview

This Refund Policy explains the circumstances under which refunds, replacements, or exchanges may be provided for purchases made through the Sheba's Teff website or directly through our sales team.

By placing an order, you acknowledge that you have read and agree to this Refund Policy.

2. Food Product Policy

Due to food safety regulations, we generally cannot accept returns of food products once they have been delivered, unless:

  • The wrong product was shipped.

  • The product arrived damaged during transportation.

  • The packaging was significantly damaged before delivery.

  • The product was defective or contaminated upon arrival.

  • The shipment contained missing items.

  • The product was delivered in error.

Products that have been opened, consumed, or improperly stored after delivery are generally not eligible for refunds or returns.

3. Order Inspection

Customers are encouraged to inspect their order immediately upon delivery.

If you discover any issues, please notify us as soon as possible.

Claims should preferably be submitted within 2 days after delivery.

Delayed claims may not be eligible for investigation or compensation.

4. Information Required for Claims

To help us process your request quickly, please include:

  • Order number

  • Customer name

  • Contact information

  • Description of the issue

  • Clear photographs of:

    • The product

    • Packaging

    • Shipping label

    • Any visible damage

  • Quantity affected

Additional information may be requested if necessary.

5. Approved Refund Situations

Refunds or replacements may be approved if we determine that:

  • We shipped the wrong item.

  • The product was damaged before reaching you.

  • The shipment was incomplete.

  • The product has a verified manufacturing or packaging defect.

  • The product arrived spoiled due to circumstances under our control.

Each request is reviewed individually.

6. Situations Not Eligible for Refunds

Refunds generally will not be provided for:

  • Change of mind.

  • Ordering the wrong product.

  • Ordering the wrong quantity.

  • Personal taste preferences.

  • Products that have been opened or consumed.

  • Improper storage after delivery.

  • Failure to collect a shipment.

  • Incorrect shipping information provided by the customer.

  • Delays caused by customs or government inspections.

  • Import duties, taxes, or customs fees charged by your country.

 

 

7. Shipping Damage

If your shipment arrives visibly damaged:

  • Take photographs before opening the package.

  • Keep all packaging materials.

  • Notify both the delivery carrier (if applicable) and Sheba's Teff promptly.

  • Do not discard damaged packaging until your claim has been reviewed.

8. Lost Shipments

If a shipment is confirmed lost while in transit by the shipping carrier, we will work with the carrier to investigate.

Depending on the outcome, we may:

  • Replace the shipment.

  • Issue a partial refund.

  • Issue a full refund.

Processing times may depend on the carrier's investigation.

9. Order Cancellations

Orders may be cancelled before processing or shipment.

Once an order has entered production, packaging, or shipping, cancellation may no longer be possible.

Custom, wholesale, or special-order products may not be cancelled after production has begun.

10. Refund Method

Approved refunds will generally be issued using the original payment method whenever possible.

If the original payment method is unavailable, another mutually agreed refund method may be used.

We do not provide cash refunds unless required by applicable law.

11. Refund Processing Time

Once a refund has been approved:

  • Processing typically begins within 5–10 business days.

  • The time for funds to appear in your account depends on your bank, credit card provider, or payment processor.

International transfers may require additional processing time.

12. Product Replacement

In some situations, we may choose to replace the product instead of issuing a refund.

Replacement products will be shipped as soon as reasonably possible, subject to product availability.

13. Wholesale Orders

Wholesale and commercial orders may be subject to separate refund terms contained in supply agreements or purchase contracts.

Where those agreements differ from this policy, the terms of the written agreement will apply.

14. International Orders

International customers are responsible for complying with their country's import regulations.

Refunds are generally not available for shipments delayed, rejected, or seized due to customs requirements, import restrictions, or local regulations beyond our control.

15. Force Majeure

We are not responsible for delays, spoilage, or delivery failures caused by events beyond our reasonable control, including natural disasters, war, pandemics, government actions, transportation disruptions, labor disputes, or other force majeure events.

16. Fraud Prevention

To protect our customers and business, we reserve the right to refuse refund requests that appear fraudulent, abusive, or unsupported by sufficient evidence.

Repeated or suspicious claims may require additional verification.

17. Changes to This Policy

Sheba's Teff reserves the right to update or modify this Refund Policy at any time.

The most current version will always be available on our website and will become effective upon publication.

18. Contact Us

If you have questions about this Refund Policy or wish to request a refund or replacement, please contact Sheba's Teff using the contact information provided on our website or use our order support email at order@shebasteff.com. Please include your order number and all relevant details so we can assist you promptly.