Refund and dispute policy
1. Our payment protection
When you pay for an order, Farmkeke holds the money. The farm is paid only after you confirm that your order arrived as expected, or after a problem report is resolved.
You can confirm receipt only once your order is marked delivered or collected. Pickup orders wait at the pickup point for 3 days.
2. If the farm does not accept
Each farm has 24 hours to accept your order. If the farm declines or does not respond in time, the order is cancelled and you receive a full refund, including any delivery fee.
3. Reporting a problem
If your order is damaged, incomplete, wrong or not as described, report it from your order page before you confirm receipt. Please include:
- which items were affected, and how many
- clear photos where possible
- a short description of what went wrong
Once you confirm receipt, the payment is released and the order can no longer be disputed through Farmkeke.
4. How decisions are made
The farm has 12 hours to reply to your report. Farmkeke then reviews the photos, messages and delivery records, and usually makes a decision within one day. We will tell you the outcome by SMS and email.
5. Refund amounts
- Full refund if the whole order is affected, or the farm does not accept it.
- Part refund for the affected items only. The rest of the payment is released to the farm.
- The delivery fee is not refunded for a part refund, because the delivery took place.
6. How refunds are paid
Refunds go back to the card or bank account you paid with, through Paystack. Your bank may take up to 7 working days to show the refund. You can track it on your order page using the refund reference.
7. Payments outside Farmkeke
Only payments made through Farmkeke are protected. If a farmer asks you to pay them directly or in cash, please refuse and report it to support@farmkeke.com.