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Refund Policy

Effective Date: January 2025 · Last Updated: February 2026

1. Overview

Snrael.com ("Snrael," "we," "us," or "our") is a multi-tenant e-commerce marketplace that enables merchants in Ghana to create and operate their own online stores. Because each store on Snrael is independently owned and operated, refund policies may vary from one merchant to another.

However, Snrael enforces a set of platform minimum standards that all merchants must comply with to protect customers and maintain trust across the marketplace. This policy outlines those minimum standards, the refund process, and the responsibilities of both merchants and customers.

2. Platform Minimum Refund Standards

Regardless of individual store policies, all merchants on Snrael must adhere to the following minimum refund standards:

  • Respond to refund requests within 48 hours of receiving them.
  • Process approved refunds within 7 business days of approval.
  • Issue refunds for defective, damaged, or not-as-described items without exception.
  • Issue refunds for undelivered items when the merchant cannot provide proof of delivery.

3. Grounds for Refund

3.1 Eligible for Refund

The following situations qualify for a mandatory refund under Snrael platform standards:

  • Item not received — The order was not delivered and the merchant cannot provide proof of delivery.
  • Significantly different from description — The item received is materially different from what was advertised on the store.
  • Defective or damaged — The item arrived broken, malfunctioning, or otherwise defective.
  • Wrong item sent — The item delivered does not match what was ordered.
  • Counterfeit product — The item is a counterfeit or unauthorized replica of a branded product.

3.2 At Merchant Discretion

The following situations may qualify for a refund depending on the individual merchant's store policy:

  • Change of mind after purchase
  • Item does not fit (e.g., clothing, shoes)
  • Customer found a better price elsewhere
  • Customer ordered the wrong item by mistake

3.3 Not Eligible for Refund

Refunds are generally not available for the following:

  • Perishable goods (food, flowers, etc.) after delivery has been completed.
  • Digital products after they have been downloaded or accessed.
  • Customized or personalized items made to the customer's specifications.
  • Items damaged by the customer after delivery.
  • Items returned after the refund window has closed.
  • Items with broken seals (health and hygiene products) where the seal has been tampered with.
  • Sale or clearance items where the merchant has explicitly stated they are non-refundable.

4. Refund Process

To request a refund, customers should follow these steps:

  • Contact the merchant directly using the contact information on their store, through the order details page, or by emailing support@snrael.com for assistance.
  • Provide the required information:
    • Order number
    • Reason for the refund request
    • Photos or videos of the item (if applicable)
    • Proof of purchase
  • The merchant must respond within 48 hours with one of the following: approval of the refund, denial with a clear explanation, or an alternative resolution (e.g., replacement, store credit, partial refund).

5. Refund Methods and Timelines

Refunds are processed using the original payment method where possible. Below are the supported refund methods and their estimated timelines:

5.1 Mobile Money (MTN MoMo, Vodafone Cash, AirtelTigo Money)

Refunds to Mobile Money wallets are typically processed within 1–3 business days.

5.2 Card Payments

Refunds to debit or credit cards may take 5–10 business days depending on your bank or card issuer.

5.3 Cash on Delivery (COD)

For orders paid via Cash on Delivery, refunds are processed exclusively via Mobile Money. Customers must provide a valid MoMo number to receive their refund. No cash refunds are issued.

5.4 Store Credit

Where offered by the merchant, store credit is issued immediately and can be used on future purchases from that store.

5.5 Partial Refunds

Merchants may issue partial refunds at their discretion, for example when only part of an order is affected or when a restocking fee applies.

6. Return Shipping

  • Merchant error (wrong item, defective, damaged, not as described) — the merchant is responsible for return shipping costs.
  • Customer preference (change of mind, wrong size, etc.) — the customer is responsible for return shipping costs.
  • Return authorization is required before sending any item back. Do not return items without first receiving approval from the merchant.
  • Tracking is recommended for all returns. Snrael is not responsible for items lost during return shipping.

7. Cash on Delivery (COD) Specific Rules

Due to the nature of Cash on Delivery transactions, the following specific rules apply:

  • Refunds for COD orders are processed only via Mobile Money transfer.
  • Customers must provide a valid Mobile Money (MoMo) number to receive their refund.
  • Refund processing begins after the returned item has been received and inspected by the merchant.
  • No cash refunds are issued under any circumstances.

8. Perishable Goods

Perishable goods (food, beverages, flowers, etc.) require special handling for refund requests:

  • Issues must be reported within 24 hours of delivery with clear photo or video evidence.
  • Merchants are responsible for ensuring proper packaging and handling of perishable items during transit.
  • Spoilage or damage due to merchant negligence (e.g., inadequate packaging, delayed dispatch) qualifies for a full refund.

9. Dispute Resolution

If you are unable to resolve a refund issue directly with the merchant, you may escalate the matter to Snrael:

  • Escalate to Snrael support by emailing support@snrael.com with your order details and a description of the issue.
  • Our team will review the dispute within 3 business days.
  • We will collect evidence from both parties (customer and merchant) before making a determination.
  • Snrael's decision on the dispute is binding for both the customer and the merchant.
  • Snrael reserves the right to process refunds on behalf of non-responsive merchants after 7 days of no response to a valid refund request.

10. Merchant Obligations

All merchants operating on Snrael are required to:

  • Display a clear refund policy on their store that meets or exceeds Snrael's minimum standards.
  • Honor their stated refund policy consistently for all customers.
  • Respond to refund requests within 48 hours of receiving them.
  • Process approved refunds within 7 business days.
  • Maintain sufficient funds to process refunds in a timely manner.
  • Charge a maximum restocking fee of 15% where applicable.
  • Never refuse a refund for defective items regardless of their individual store policy.

11. Customer Responsibilities

To ensure a smooth refund process, customers are expected to:

  • Review the merchant's refund policy before making a purchase.
  • Contact the merchant first before escalating to Snrael support.
  • Provide accurate and complete information when submitting a refund request.
  • Return items in their original condition with all tags, packaging, and accessories intact.
  • Not abuse the refund process — repeated or fraudulent refund requests may result in account restrictions.

12. Fraud Prevention

Snrael actively monitors for fraudulent refund activity to protect both merchants and honest customers. Fraudulent activities include but are not limited to:

  • Filing false claims about items not received, damaged, or defective when they are not.
  • Returning different items than what was originally purchased.
  • Excessive refund requests that suggest abuse of the refund system.
  • Collusion between customers and merchants to defraud the platform.

Consequences of fraudulent activity may include:

  • Suspension of account privileges pending investigation.
  • Forfeiture of any pending refunds or credits.
  • Referral to law enforcement authorities where appropriate.
  • Permanent ban from the Snrael platform.

13. Subscription Refunds

This section applies to merchant subscription fees paid to Snrael for use of the platform:

  • Merchant subscription fees are non-refundable.
  • There are no prorated refunds for early cancellation of a subscription plan.
  • Billing disputes must be raised within 14 days of the billing date by contacting support@snrael.com.

14. Contact

For questions, concerns, or disputes regarding refunds, please contact us:

  • Email: support@snrael.com
  • Response time: 24–48 hours