RETURNS, REFUNDS & SHIPPING POLICY

Effective Date: [Insert Date]
Last Updated: [Insert Date]

Introduction
This comprehensive policy outlines the procedures and conditions for returns, refunds, and shipping of all purchases made through MyGHPlug (“we,” “us,” or “our”). By completing a transaction on our platform, you agree to the following terms.

1. Definitions

• Return: The process of sending a purchased item back for a refund or replacement.
• Refund: The reimbursement of payment made for a returned or undelivered item.
• Delivery Area: Locations we ship to, including Ghana and select countries in West Africa.
• Warranty: A post-sale commitment covering eligible product defects due to materials or workmanship.

2. Returns

2.1 Eligibility Criteria

Items may be returned under the following conditions:

• Received items are damaged, defective, or incorrect (e.g., wrong item, size, or model).
• The return is requested within 14 days of the delivery date.
• The product is unused, in its original packaging, and includes a valid proof of purchase (invoice/order number).

Non-Returnable Items:

• Perishable items such as livestock feed.
• Customized or special-order equipment.
• Items damaged due to misuse, poor handling, or neglect.

2.2 Return Procedure

1. Initial Contact: Notify us at returns@myghplug.com within 48 hours of receiving your item. Please include:
   • Your order number.
   • Clear photos or videos showing the issue (e.g., damage or defect).
2. Assessment: We will evaluate the claim and respond within 3 business days.
3. Return Instructions:
   • If approved, we will issue a prepaid return label (in the case of our fault).
   • You may be directed to drop off the item at a partnered location such as DHL or a local courier hub.

Return Shipping Costs:

• Our Responsibility: Free return shipping if the issue stems from our end (e.g., defective or incorrect items).
• Customer’s Decision: If returning due to personal reasons (e.g., change of mind), the customer will cover return shipping costs.

3. Refunds

3.1 Methods & Timelines

• Original Payment Method: Refunds will be processed to your Mobile Money wallet, card, or bank account within 7–10 business days upon receipt and inspection of the returned item.
• Store Credit: Alternatively, customers may request a voucher to use for future purchases. This option is typically processed faster.

3.2 Warranty Provisions

Machinery & Equipment

• Coverage Duration: 6–12 months, depending on the specific product (see product details on our site).
• Coverage Includes: Manufacturing faults or material defects.
• Exclusions: User-caused damage, unauthorized modifications or repairs, normal wear and tear.

Non-Machinery Items

• Warranty is valid for 30 days from the date of delivery.

How to File a Warranty Claim:

1. Contact us at support@myghplug.com with the order number and issue summary.
2. We will determine whether repair, replacement, or refund is the appropriate resolution.

4. Shipping

4.1 Service Areas & Couriers

• Domestic Shipping (Ghana): Nationwide.
• Regional Shipping (West Africa): Nigeria, Côte d’Ivoire, Togo, Benin (contact us for inquiries about additional countries).
• Courier Partners: DHL, EMS Ghana, Jet Express, BXC Ghana, and other local partners.

4.2 Standard Shipping Fees

Note: Deliveries to remote or hard-to-reach areas may incur an additional GH₵20–GH₵50 surcharge.

4.3 Delivery Time Estimates

• Greater Accra: 1–3 business days.
• Other Ghana Regions: 3–7 business days.
• West Africa: 7–14 business days, depending on customs clearance.

5. Delays & Shipping Issues

5.1 Potential Delay Causes

• Mechanical or transportation failures.
• Extreme weather conditions.
• Customs inspections or paperwork delays for cross-border orders.

5.2 Our Protocol During Delays

• We will notify you via SMS or email with a revised delivery timeline.
• If a delay exceeds 14 days, you may choose to:
  • Cancel the order for a full refund.
  • Accept a replacement, if available.

5.3 Lost or Stolen Parcels

• Report the issue to the shipping partner and notify us within 5 business days.
• Upon investigation, we will either re-ship your order or issue a refund.

6. Order Tracking

• Online Tracking:
  • Log into your MyGHPlug account and check the “Order History” section.
  • Enter the tracking code from your confirmation email on the courier’s website.
• Assistance: If you experience difficulties, contact support@myghplug.com.

7. Customer Responsibilities

• Double-check and provide an accurate shipping address at checkout. Any re-delivery due to incorrect details may incur a charge.
• Carefully inspect packages on delivery and report any visible damage before accepting/signing.

8. Policy Revisions

We may update this policy periodically to reflect changes in operations or regulations. The “Last Updated” date at the top of this page will indicate the most recent revision.

9. Contact Us

For help with any return, refund, or shipping inquiry, reach out to:
MyGHPlug Customer Service
Email: support@myghplug.com
Phone: +233 50 242 5600 (Monday–Saturday, 8 AM–5 PM GMT)
Office Address: [Insert Physical Office Address], Kasoa, Ghana

MYGHPLUG
[WEBSITE URL] | [Insert Verified Social Media Links]

This policy is designed to align with Ghana’s Consumer Protection Act and offers complete transparency for post-purchase support. Let me know if you’d like a PDF or editable version for your website or policy booklet.