Refunds & Cancellation Policy

Prime Agro Group exports premium coffee from Kenya and East Africa. Due to the nature of international trade and agricultural products, we maintain the following refund and cancellation terms to ensure clarity and fairness.

2. Order Cancellations

• Orders confirmed through signed contracts or purchase agreements cannot be cancelled without our written approval.
• Any cancellation requests must be submitted within 48 hours of order confirmation. After this period, cancellation may not be possible due to export and logistics commitments.
• If cancellation is approved, the buyer may be liable for costs already incurred (e.g., processing, packaging, transport to port).

3. Refunds

• Refunds are only issued where goods are proven to be defective, non-conforming to contractual specifications, or undelivered due to our fault.
• Requests must be submitted in writing within 7 days of receipt of goods, supported by inspection or survey reports.
• Approved refunds will be processed within 30 days, either via bank transfer or as a credit note against future purchases.

4. Non-Refundable Situations

• Delays caused by customs clearance, port congestion, or force majeure events.
• Improper storage or handling of goods by the buyer after delivery.
• Minor variations in coffee bean size, color, or appearance that are within acceptable industry tolerances.

5. Dispute Resolution

Any disputes regarding cancellations or refunds shall first be addressed amicably between the parties. If unresolved, disputes may be referred to arbitration in Nairobi, Kenya, under applicable trade laws.

6. Contact

For questions about cancellations or refunds, please contact us:

Prime Agro Group
Email: info@primeagrogroup.com