Return and Refund Policy

CSS Farms Online Store

Customers are encouraged to check and verify the state of products at point of delivery. Products eligible for return must be unused, in the original packaging, and in the same condition as received.

Users must initiate a return request within 1 hour of receiving the product for perishable items and 5 hours for non-perishable items.
To initiate a return, users should contact CSS Farms customer support at customersupport@cssgroup.com.ng
CSS Farms will provide instructions on the return process, including the return address.

Users are responsible for return shipping costs unless the return is due to an error on the part of CSS Farms (e.g., wrong item shipped).
CSS Farms may provide a return shipping label for eligible returns.

A return shipping label is a pre-paid label that includes the shipping cost for returning a product. It typically has a tracking number, allowing both the customer and CSS Farms to track the return shipment.

So, in practical terms, if a customer wants to return an item and their return meets the criteria set by CSS Farms (eligible return), CSS Farms might choose to provide a shipping label. This label would cover the cost of returning the product, simplifying the return process for the customer.

The conditions under which CSS Farms might provide a return shipping label include:

Defective or Damaged Products: If the customer receives a product that is defective or damaged, CSS Farms may offer a return shipping label to facilitate the return of the damaged item and send a replacement.
Incorrect Product Sent: If CSS Farms sends the wrong product to the customer, they might provide a return shipping label to cover the cost of returning the incorrect item and send the right one.
Quality Issues: If the customer can demonstrate that the product received does not meet the quality standards promised by CSS Farms, a return shipping label might be provided.
Warranty Returns: For products under warranty, CSS Farms may provide a return shipping label for customers returning items for repair or replacement.

4 - Inspection and Approval

Upon receiving the returned product, CSS Farms will inspect it to ensure it meets the eligibility criteria.
If approved, users will be notified, and the refund process will commence.

5 - Refund Process

Refunds will be processed within 14 working days of receiving and approving the returned product.
The customer will be contacted for their preferred compensation method.

6 - Partial Refunds

CSS Farms may issue partial refunds for products with minor damages or missing parts.
Users will be informed of any deductions from the original purchase amount.

7 - Refunds for Sale Items

Sale items are Products that were purchased at a discounted or sale price.
Sale items may be eligible for refunds, but the refunded amount will reflect the sale price.
- Eligibility Criteria:
  - Sale items are eligible for return if they meet the specified conditions outlined in this policy.
  - Clearance or final sale items may be excluded from the return eligibility.
- Time Frame:
  - Customers must initiate the return process for sale items within 5 hours of receiving the product(s).
  - Returns requested beyond this timeframe may not be accepted.
- Refund Method:
  - Refunds for eligible returned sale items will be processed using the original payment method, unless otherwise specified.
  - Store credit or exchanges may be offered as an alternative refund method.
- Condition of Items:
  - Sale items must be returned in their original condition and packaging.
  - CSS Farms reserves the right to refuse returns of items that show signs of use, damage, or alteration.
- Exclusions:
  - Certain categories of sale items, such as clearance or final sale items, may be explicitly excluded from the return policy.
  - Exclusions will be clearly communicated at the time of purchase.