Refund Policy

1. Overview

At West African Feeds Limited ("KemProtein"), we are committed to delivering high-quality, sustainable feed products and ingredients. We want you to be fully satisfied with your purchase. This Refund Policy outlines the conditions under which refunds may be issued for products and services purchased directly from KemProtein.

2. Eligibility for Refunds

Refunds may be issued under the following circumstances:

• Damaged or Defective Products: If you receive a product that is damaged, defective, or does not meet our quality specifications upon delivery.
• Incorrect Product: If the product delivered does not match the product ordered (wrong item, size, or specification).
• Non-Delivery: If a confirmed order fails to arrive within the stated delivery timeframe and cannot be traced or rescheduled.
• Quality Issues: If laboratory analysis confirms that the product does not meet the nutritional or safety specifications stated at the time of purchase.

3. Refund Request Process

To request a refund, please follow these steps:

1. Contact our customer service team at team@kemprotein.com within 14 days of delivery or the expected delivery date.
2. Provide your order number, a description of the issue, and any supporting documentation (photos of damaged goods, laboratory reports, etc.).
3. Our team will review your request and respond within 5 business days.
4. If your refund is approved, we will process it within 10 business days of approval.

4. Non-Refundable Items

The following are not eligible for refunds:

• Products that have been opened, used, or altered after delivery
• Products returned after the 14-day notification period without prior agreement
• Bulk or custom orders that have been specifically manufactured to customer specifications, unless defective
• Products damaged due to improper storage or handling by the customer after delivery
• Consulting or advisory services that have already been rendered

5. Refund Methods

Approved refunds will be processed using the original payment method whenever possible. If the original payment method is unavailable, we will arrange an alternative method agreed upon by both parties. Please note that processing times may vary depending on your bank or payment provider.

6. Partial Refunds

In some cases, partial refunds may be issued, such as when:

• Only a portion of the order is damaged or incorrect
• The product can be repaired or replaced rather than fully refunded
• A service was partially completed before the issue arose

The amount of any partial refund will be determined on a case-by-case basis by our customer service team.

7. Shipping Costs

For approved refunds related to defective or incorrect products, KemProtein will cover the return shipping costs. For other refund scenarios, return shipping costs may be the responsibility of the customer unless otherwise agreed in writing.

8. Exchanges

If you prefer an exchange rather than a refund for eligible items, please indicate this in your refund request. Exchanges are subject to product availability. If the replacement item is of higher value, you will be charged the difference. If it is of lower value, the difference will be refunded.

9. Cancellations

Orders may be cancelled before shipment for a full refund. Once an order has been dispatched, standard refund procedures apply. For large or custom orders, cancellation fees may apply if production has already commenced. Please contact us as soon as possible if you need to cancel an order.

10. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated effective date. We encourage you to review this policy before making a purchase.

11. Contact Us

If you have any questions about this Refund Policy or need to initiate a refund request, please contact us at:

West African Feeds Limited ("KemProtein")
Email: team@kemprotein.com
Headquarters: Koforidua, Eastern Region, Ghana

KemProtein LLC (US Sales Office)
Tampa, FL, USA