Return Policy
SAARIDAA COMMERCE – RETURN, REFUND & EXCHANGE POLICY (TECHNICAL & OPERATIONAL EDITION)
Effective Date: August 6, 2026
1. INTRODUCTION & SCOPE
This Return, Refund & Exchange Policy ("Policy") governs all product returns, refunds, and exchanges on the Saaridaa Commerce platform. This Policy is designed to comply with the Electronic Transactions Act, 2008 (Act 772), specifically Sections 46 to 54, the Data Protection Act, 2012 (Act 843), and all other applicable laws of the Republic of Ghana. Sellers cannot enforce "no refund" policies that override consumer rights under Ghanaian law, as any term purporting to waive these protections is void under Section 54 of Act 772 [citation:1][citation:5].
2. CONSUMER RIGHTS UNDER GHANAIAN LAW
2.1 Cooling-Off Period (Grace Period)
Under Section 49 of the Electronic Transactions Act, 2008 (Act 772), consumers are entitled to cancel a transaction without reason and without penalty within:
- 14 days after the date of receipt of goods [citation:4][citation:9].
- 7 days after the date of conclusion of a service agreement [citation:1][citation:4].
2.2 The Only Charge
The only charge that may be levied on the consumer exercising their cancellation right is the direct cost of returning the goods [citation:4].
2.3 Refund Timeline for Consumer-Initiated Cancellation
If a consumer cancels within the cooling-off period:
- The seller must refund all payments made within 30 days of cancellation [citation:1][citation:4].
- The seller cannot levy restocking fees or penalties beyond the direct return cost [citation:4].
2.4 Supplier Non-Compliance Cancellation
Under Section 47(3) of Act 772, if a supplier fails to provide mandatory information (physical address, full price, return policy, etc.), the consumer may cancel the contract within 14 days of receipt of goods. The supplier must refund payments within 30 days [citation:5][citation:7].
2.5 Prohibited Practices
- Sellers are prohibited from maintaining blacklists of consumers who exercise their legal return rights (Section 52 of Act 772) [citation:1].
- Any "no returns" or "all sales are final" policy that denies the statutory grace period is void as a matter of law (Section 54 of Act 772) [citation:1].
3. EXEMPTIONS FROM CANCELLATION RIGHTS
Under Section 49(4) of the Electronic Transactions Act, 2008 (Act 772), the right to cancel without reason does NOT apply to the following [citation:4]:
| Category | Examples |
|----------|----------|
| Financial services | Investment services, insurance, reinsurance, banking operations, dealings in securities |
| Auctions | Items purchased by way of auction |
| Foodstuffs & beverages | Items intended for everyday consumption supplied to the home, residence, or workplace |
| Services commenced with consent | Services that began with the consumer's consent before the end of the grace period |
| Price-fluctuating goods | Goods/services where price depends on financial market fluctuations beyond the supplier's control |
| Custom-made goods | Goods made to the consumer's specification |
| Non-returnable by nature | Goods that by reason of their nature cannot be returned |
| Perishable goods | Goods that are perishable |
| Unsealed media | Audio/video recordings or computer software unsealed by the consumer |
| Periodicals | Newspapers, periodicals, magazines, and books |
| Gaming & lottery | Gaming and lottery services |
| Sealed hygiene products | Underwear, swimsuits, gym wear, sleepwear [citation:3] |
| Health & wellness | Perfumes, jewelry, health & wellness products [citation:3] |
| Products shipped from overseas | Items sourced from international locations [citation:3] |
4. SELLER DISCLOSURE OBLIGATIONS (SECTION 47)
Under Section 47 of Act 772, sellers MUST make available on their store profile and product pages [citation:2][citation:5]:
4.1 Mandatory Information
- Full name and legal status of the supplier.
- Physical address and telephone number.
- Website address and e-mail address.
- Full price of goods/services, including transport costs, taxes, and any other fees.
- The manner of payment.
- Terms of agreement including guarantees that will apply.
- The time within which goods will be dispatched or delivered.
- The return, exchange, and refund policy.
- The alternative dispute resolution code subscribed to.
- Security procedures and privacy policy.
4.2 Consumer Opportunity
Sellers must provide consumers an opportunity to [citation:7]:
- Read, store, and reproduce contract terms and general conditions.
- Identify and correct handling errors.
- Withdraw from the transaction before concluding a contract.
4.3 Consequence of Non-Compliance
If a supplier fails to comply with Section 47 disclosure requirements, the consumer may cancel the contract within 14 days of receipt of the goods or services, and the supplier must refund payments within 30 days [citation:5][citation:7].
5. RETURN REASONS & CATEGORISATION
5.1 Consumer-Initiated Returns (Change of Mind)
- The consumer is entitled to cancel without reason within the statutory 14-day grace period [citation:4].
- The product must be returned in its original condition, unused, and in original packaging [citation:6].
- Example: For mobiles, the item must be sealed in its original condition to be resold; if unsealed, the return may be rejected [citation:3].
- Refund processing: Within 30 days of cancellation [citation:4].
5.2 Supplier Fault Returns
Returns initiated due to supplier error fall under this category:
- Wrong product shipped (different from what was ordered).
- Wrong size, colour, or model shipped.
- Defective or non-functional product.
- Used, altered, or fake product received.
- Product does not match the website description [citation:3][citation:6][citation:11].
Refund timeline: Supplier must refund within 30 days; seller must cover return shipping costs [citation:4].
5.3 Delivery Failure Returns
- Customer refused the product at delivery [citation:6].
- Delivery failed from the courier's end.
- Package could not be delivered due to invalid address or customer unavailability.
- Products not delivered will be returned to the designated seller drop-off center within 21 days of the shipping date [citation:6].
6. RETURN PROCESS & TIMELINES
6.1 Return Pick-Up & Collection
All returns are processed through Saaridaa Commerce's designated Seller Drop-Off Centers (SDOC) and warehouses.
6.2 Return Collection Timelines
| Stage | Timeline | Action Required |
|-------|----------|-----------------|
| Arrival at Drop-Off Center | 7 days from notification | Seller must collect products within 7 days [citation:3][citation:6] |
| Transfer to Warehouse | After 7 days at SDOC | Products transferred to central warehouse |
| Collection from Warehouse | 30 days from transfer | Seller must collect within 30 days [citation:8] |
| Forfeiture | After 30 days at warehouse | Products forfeited; no compensation [citation:6][citation:8] |
6.3 Return Collection Procedure
Sellers must follow these steps to collect returned products [citation:6]:
1. Create a picker representative for the account on Vendor Center.
2. Go to Settings > Manage Pickers.
3. Click "Create Pickers" and enter picker name and password.
4. Confirm picker has a valid ID for identification at the drop-off station.
6.4 Return Request for Warehouse Products
To retrieve products from the warehouse [citation:8]:
1. From Products menu, select "FBJ Inventory".
2. Choose or search products to return, then select "Return Request".
3. Review number of items to return, add comment if needed, then submit.
4. Once approved, schedule a time for retrieval with Return to Seller (RS) number.
7. DAMAGED RETURNS & COMPENSATION
7.1 Claim Filing
A claim for damaged returns must be raised within 2 business days of receiving the returned product. Any claim submitted after this period will be rejected [citation:3].
7.2 Required Supporting Documents
Sellers must attach supporting documents to any claim:
- Pictures or videos showing the product condition at the returns area [citation:3].
- Evidence of damage, missing components, or packaging defects.
7.3 Claim Review Timeline
All claims will be reviewed within 24–48 hours [citation:3].
7.4 Invalid Claims
Raising an invalid claim will affect the eligibility to raise any future claims [citation:3].
7.5 Compensation Levels
| Level | Condition | Compensation |
|-------|-----------|--------------|
| Level 1 | Damaged packaging but item in good condition | 10% of product value |
| Level 2 | Slightly damaged item (slightly dented, scratched, etc.) | 20% of product value |
| Level 2 | Item damaged but can be repaired | 50% of product value |
| Level 3 | Missing item / components | 100% of product value |
| Level 3 | Defective / Seriously damaged item | 100% of product value |
7.6 Product Loss
In the event of product loss by Saaridaa Commerce, or if Saaridaa fails to return a product within 21 days of the shipping date, Saaridaa will compensate the seller for the full product value [citation:6].
7.7 Uncollected Packages
- Any package left at the returns center will be confiscated [citation:3].
- Products not collected from the warehouse within 30 days will be forfeited [citation:6][citation:8].
8. QUALITY CONTROL & RETURN ACCEPTANCE CRITERIA
8.1 Products Accepted for Return
Products will be accepted for return based on these criteria [citation:6]:
- Anything that can be resold, unless it has a defect or hidden defect.
- Product is in original packaging.
- Product was unused.
- Product has no missing components.
- Wrapped products maintain their seals.
8.2 Products Rejected for Return
Products will be rejected if they do not meet the above criteria, including:
- Items returned unsealed where sealing is required.
- Items with missing components.
- Items that have been used or damaged by the customer.
- Products falling under the exemptions listed in Section 3 above.
8.3 Quality Control Rejection Handling
If a product is rejected during quality control:
- If the reason provided by the customer was invalid, the product will be returned to the customer [citation:6].
- Sellers can refuse the rejection reasons and raise a claim for products rejected due to defective product, wrong product, wrong model, or damaged factory packaging [citation:3].
9. REFUND PROCESSING
9.1 Refund Timeline
| Scenario | Refund Timeline |
|----------|-----------------|
| Consumer cancellation (grace period) | Within 30 days of cancellation [citation:4] |
| Supplier non-compliance (Section 47) | Within 30 days of cancellation [citation:5] |
| Unavailable goods (Section 48) | Within 7 days of notifying consumer [citation:4] |
| Instant return at delivery | Refund processed instantly [citation:11] |
| Return after delivery acceptance | Within 24 hours of Saaridaa approval [citation:11] |
9.2 Refund Method
- Refunds shall be made through the original payment method [citation:11].
- 100% refund with no money transfer fee (excluding direct return costs where applicable) [citation:11].
9.3 Bank Processing Time
Please note that according to bank processing times, refunds can take up to 24 hours before appearing on the customer's bank account [citation:11].
10. CUSTOMER ABUSE PREVENTION
10.1 Buyer Banning
- Saaridaa Commerce reserves the right to ban customers who return more than 5 successfully delivered orders with a failure rate exceeding 50% [citation:6].
- Banned customers will not be able to place orders on the platform [citation:6].
10.2 Seller Blacklisting Prohibited
Under Section 52 of Act 772, sellers are prohibited from blacklisting consumers who exercise their legal return rights [citation:1].
11. DISPUTE RESOLUTION
11.1 Internal Resolution
Sellers are encouraged to resolve return disputes directly with buyers amicably.
11.2 Platform Mediation
If unresolved, Saaridaa Commerce will mediate. The platform's decision is binding and final.
11.3 Claim Escalation
- Claims related to returns must be submitted through the Seller Center portal [citation:3][citation:8].
- Claims must include supporting documents (photos/videos) [citation:3].
- Claims submitted after the specified period (2 business days) will be rejected [citation:3].
11.4 Regulatory Escalation
Sellers must cooperate with investigations by:
- Consumer Protection Agency (CPA).
- Food and Drugs Authority (FDA) for regulated products.
- National Information Technology Agency (NITA).
- Ghana Revenue Authority (GRA) for tax-related refunds.
12. PENALTIES FOR NON-COMPLIANCE
| Offence | Penalty |
|---------|---------|
| Refusal to honour statutory 14-day grace period | Suspension + reporting to CPA; legal action for violation of Section 49 |
| "No returns" or "All sales final" policy | Policy void under Section 54; seller reported to regulators |
| Failure to disclose return policy (Section 47) | Consumer may cancel within 14 days; seller refunds within 30 days |
| Late refund processing (beyond 30 days) | Suspension until resolved + reporting to CPA |
| Blacklisting consumers who return goods | Violation of Section 52; permanent ban |
| Fraudulent return claims by seller | Permanent ban + legal action |
| Uncollected products (beyond 30 days) | Forfeiture of products; no compensation [citation:8] |
13. LIABILITY FOR PAYMENT SECURITY
Under Section 47(5) and (6) of Act 772 [citation:7]:
- Sellers must utilise a payment system that is sufficiently secure with reference to accepted technological standards at the time of the transaction.
- The seller is liable for damage suffered by a consumer due to failure by the seller to apply a secure payment system.
- This liability extends to losses arising from payment fraud in refund transactions [citation:1].
14. AMENDMENTS TO POLICY
Saaridaa Commerce reserves the right to update this Policy at any time. Sellers will be notified via email or platform notification of any material changes. Continued use of the platform constitutes acceptance of the updated Policy.
15. GOVERNING LAW
This Policy shall be governed by and interpreted in accordance with the laws of the Republic of Ghana, including but not limited to the Electronic Transactions Act, 2008 (Act 772), the Data Protection Act, 2012 (Act 843), and the Cybersecurity Act, 2020 (Act 1038). Any disputes shall be subject to the exclusive jurisdiction of Ghanaian courts.
16. CONTACT INFORMATION
For inquiries regarding returns, refunds, or this Policy, contact Saaridaa Commerce at:
- Email: contact@saaridaa.com
- Phone: 0540832362
- Address: Dobile, Opposite School for the Blind Gate, Ghana
ACKNOWLEDGMENT
By registering as a seller on Saaridaa Commerce, you acknowledge that you have read, understood, and agreed to comply with all provisions of this Return, Refund & Exchange Policy.
END OF POLICY
