Refund & Cancellation Policy

1. Our refund rule

Refunds are available only if requested before the order is placed with our supplier in China. Once an order has been placed with the supplier, it is non-refundable, because the goods have been committed and purchased on your behalf.

• Before supplier placement: you may cancel and request a full refund.
• After supplier placement: the order is non-refundable.

2. Order status and eligibility

Your order moves through several statuses. Your eligibility for a refund depends on the current status:

• Quoted / Awaiting Payment: no payment has been made yet; you may simply choose not to proceed.
• Order Placed: payment has been received and the order has been placed with our supplier in China. From this point, the order is non-refundable.
• In Progress / Shipped / Delivered: non-refundable.
• Cancelled: applies to refunded or voided orders.
• Refunded: a refund has been issued under this policy.

3. How to request a refund

To request a cancellation or refund, contact us as soon as possible:

• By email at tradvia.gh@gmail.com with your Order ID.
• By phone on 057 415 2945.

Please include your Order ID and the reason for the request. We will confirm the order's status and respond promptly. Requests are assessed based on whether the order has already been placed with the supplier.

4. Refund processing

• Approved refunds are returned to the original payment method used at checkout through Paystack.
• Refunds are typically processed within 5–10 business days, depending on your bank or card issuer.
• Shipping, customs duties already paid, and non-recoverable supplier costs may be deducted where the order has progressed, in accordance with this policy.
• Loyalty points earned on a refunded order will be reversed.

5. Group orders

• For group orders, a refund depends on whether the shared order has been placed with the supplier.
• If the group order has not yet been placed, an administrator may delete the group and request a manual refund for contributions made.
• Once the group order is placed with the supplier, it is non-refundable, and individual member contributions cannot be returned.
• Group invite links expire after 7 days. Unpaid members after this window do not owe payment.

6. Non-refundable situations

The following are not eligible for a refund:

• Any order that has already been placed with the supplier in China.
• Customs duties, taxes or fees already paid to authorities.
• Goods that have been delivered to the address you provided.
• Orders cancelled due to a change of mind after supplier placement.
• Issues arising from inaccurate product, quantity or address details you provided.

7. Damaged or incorrect goods

If your goods arrive damaged or you receive incorrect items, please contact us within 48 hours of delivery with photos and your Order ID. We will review the matter and, where the issue is caused by our sourcing or handling, work with you toward a fair resolution. This does not override the non-refundable rule for orders already placed with the supplier, but we will address genuine sourcing errors in good faith.

8. Loyalty points

Points awarded on an order that is later refunded under this policy will be deducted from your account. Redeemed points used toward an order are not refundable once that order has been placed with the supplier.

9. Changes to this policy

We may update this Refund & Cancellation Policy from time to time. The version posted on this page with the current "last updated" date applies to your orders.

10. Contact us

For refund or cancellation questions:

• Email: tradvia.gh@gmail.com
• Phone: 057 415 2945
• Location: Accra, Ghana