Refund and Returns Policy

Last Updated: 18/11/2025

At HSL Trade, we take pride in supplying high-quality commodities sourced responsibly and inspected with care. Due to the nature of our products, returns and refunds follow strict guidelines to ensure fairness and product safety.

1. Overview

Our commodities include natural products such as shea butter, palm oil, cocoa, sunflower, sesame seeds, and other seed oils. These items are sensitive, perishable, and subject to international export standards.
For these reasons, we maintain a no-return policy except in specific cases where the product does not match the agreed specifications.

2. Eligibility for Refunds or Replacements

You may be eligible for a refund or replacement only if:

• The product delivered does not match the agreed quality or specification

• The product is damaged during shipment

• The wrong product was delivered

• There is a proven defect that occurred before delivery

To qualify, you must notify us within 48 hours of receiving the goods.

3. Reporting an Issue

To report a problem with your order, you must provide:

• Order or invoice number

• Clear description of the issue

• Photo or video evidence showing the problem

• Proof of delivery date

All complaints must be sent to:

📧 [email protected]
📞 +233 578 813 209

Claims submitted after 48 hours of delivery cannot be processed.

4. Non-Returnable Items

Due to safety, quality, and export regulations, the following are not eligible for return:

• Opened, used, or partially consumed products

• Products damaged due to improper storage by the buyer

• Products that differ slightly in color, texture, or fragrance (natural variations)

• Items purchased under special order or customized contracts

• Perishable goods that cannot be re-shipped

HSL Trade reserves the right to determine final eligibility.

5. Refund Processing

If your claim is approved:

• Refunds will be processed through the original payment method

• Processing may take 5–15 business days, depending on bank or transfer policies

• In some cases, a replacement shipment may be offered instead of a monetary refund

Refunds will be issued only for the value of the product, not including:

• Shipping fees

• Customs charges

• Third-party handling fees

Unless the error was made by HSL Trade.

6. Replacement Policy

If you choose a replacement instead of a refund:

• The replacement will match the originally purchased product

• Delivery timelines may vary based on product availability and logistics

• Additional shipping terms will be discussed before dispatch

7. Cancellations

Order cancellations are only accepted before shipment.
Once the goods are dispatched or handed to the carrier:

• The order cannot be canceled

• The buyer becomes responsible for shipping and customs processes

8. Shipping Damage

If products arrive damaged due to transportation:

• Take clear photos of the damaged items and packaging

• Submit them within 48 hours

• We will assess and coordinate with the shipping carrier

If the carrier is at fault, compensation procedures may vary.

9. International Orders

For global shipments, refunds or returns are subject to:

• Import and export laws

• Customs inspections

• International shipping policies

HSL Trade is not responsible for customs delays or fees.

10. Contact Us

For any refund or return inquiries, contact us:

📧 [email protected]
📞 +233 578 813 209

Our support team is available to help with order concerns and product guidance.