Returns & Claims Policy

This Returns & Claims Policy explains the process for returning goods and making claims for international buyers in the EU, Middle East, and US.

1. Scope of the Policy

This policy applies to all products supplied by Prime Field Agric Limited for international buyers. It defines the circumstances, procedures, and responsibilities for returns and claims.

2. Eligibility for Returns

  • Products received damaged or defective upon arrival.
  • Products shipped incorrectly or not as described in the order confirmation.
  • Claims must be reported within 7 days of delivery.

3. Return Process

Buyers must contact our support team immediately with order details, photos of the issue, and relevant shipping documents. Returns are only accepted with prior approval.

4. Shipping of Returns

Approved returns must be shipped back following instructions provided by Prime Field Agric Limited. Buyers are responsible for return shipping costs unless the claim is due to our error or damaged goods.

5. Inspection and Verification

Upon receipt of returned goods, Prime Field Agric Limited will inspect and verify the claim. Verification includes checking product condition, packaging, and compliance with original order specifications.

6. Refunds and Replacements

  • Once a claim is verified, we will either issue a replacement shipment or a refund according to the agreed terms.
  • Refunds will be processed using the original payment method, subject to banking or payment service processing times.

7. Non-Eligible Claims

Claims will not be accepted for:

  • Damage caused by improper handling or storage after delivery.
  • Products altered or used beyond standard inspection.
  • Claims submitted after the 7-day reporting window.

8. Buyer Responsibilities

Buyers must provide accurate delivery details, inspect goods upon receipt, and notify Prime Field Agric Limited promptly of any issues. Proper documentation is required to process claims efficiently.

Maintaining clear communication and providing detailed evidence helps expedite the claims process and ensures resolution is prompt and fair.

9. Governing Law

This Returns & Claims Policy is governed by the laws of Kenya. All disputes are subject to Kenyan jurisdiction unless otherwise agreed in writing.