Refund & Weight Adjustment Policy
Effective Date: October 21, 2026 • Fair scales, guaranteed fresh farm produce
Scale Adjustment
If actual harvested weight is below paid estimate, the exact kobo difference is refunded immediately.
2-Hour Notice Window
For transit damage or missing units, snap a photo and notify our desk within 2 hours of arrival.
Fast Paystack Payout
Approved refunds are credited to your original payment card or bank account within 3–5 business days.
1. The Nature of Farm-Direct Perishables
The Cape Farms supplies fresh, unprocessed and cold-dressed agricultural products—including fresh table catfish, farm eggs, dressed poultry, fresh pork, and live snails. Because these items are biological and perishable, they cannot be returned or resold once handed over and accepted. Consequently, we cannot accept general returns based on change of mind once produce has left our cold chain.
2. Scale Adjustments & Weighted Produce
For items sold by weight (such as whole dressed chicken, live or fresh catfish, and pork cuts):
- Estimated Checkout: Your checkout total reflects the midpoint estimated weight (e.g. 1.8kg broiler at ₦4,500/kg).
- Certified Harvest Scale: On the morning of slaughter/dispatch, each bird or pack is weighed on certified digital scales.
- Underweight Reconciliation: If your item weighs less than the paid estimate by 50g or more, our system automatically computes the kobo difference and issues a refund without requiring a claim.
- Overweight Goodwill: If your item weighs slightly more than estimated (up to 10%), The Cape Farms absorbs the difference at no extra charge to you.
3. Transit Damage and Quality Concerns
While we pack all fragile produce (such as egg cartons and frozen fish) in shock-absorbing insulated crates, transit hazards can occasionally occur:
- Driver Inspection: Please check egg crates and sealed bags upon delivery while the driver is present.
- Damaged Eggs: If any eggs are cracked during transit, notify the driver to mark the manifest, or send clear photos to WhatsApp (+234 903 840 5717 or +27 73 462 6824) within 2 hours of delivery. We will refund the exact kobo value of damaged eggs or provide replacement crates on your next run.
- Temperature Issues: If fresh or smoked fish arrives above safe holding temperature, decline the item with the driver or report immediately for a replacement or full refund.
4. Live Animal Reservations
Holding deposits for live animals (cattle, goats, rams, pigs) reserve specific animals in quarantine paddocks and cover pre-slaughter veterinary checks.
- Cancellations 5+ Days in Advance: 100% of your deposit is refunded minus a ₦2,000 administrative processing fee.
- Cancellations within 48 Hours: The deposit is non-refundable because feed preparation and logistics have already been allocated.
5. How Refunds Are Issued
Approved refunds are processed via our electronic payment gateway (Paystack) back to the original funding card or Nigerian bank account used during checkout.
Bank processing timelines typically range from 3 to 5 working days depending on your issuing bank. Alternatively, customers may opt for instant The Cape Farms store credit applied to their next grocery order.
6. How to Submit a Refund Claim
To request an investigation or refund, contact our customer desk with your order number:
Email: capefarmlife@gmail.com (Subject: "Refund Request - Order #")
WhatsApp / Telephone: +234 903 840 5717, +27 73 462 6824
Required details: Order number, clear photograph of affected item and delivery package label, brief description of issue.