Refund policy

You can always end your contract with us.

Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:

If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product replaced or a service re-performed or to get some or all of your money back).

If you want to end the contract because of something we have done or have told you we are going to do.

If you have just changed your mind about the product. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions, and you will have to pay the costs of return of any goods.

Ending the contract because of something we have done or are going to do.

If you are ending a contract for a reason set out below the contract will end immediately and we will refund you in full for any Products which have not been provided.

The reasons are, we have told you about an upcoming change to the product or these terms which you do not agree to;

we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;
there is a risk that supply of the Products may be significantly delayed because of events outside our control;
we have suspended supply of the Products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 90 days; or

you have a legal right to end the contract because of something we have done wrong.

Exercising your right to change your mind (Consumer Contracts Regulations 2013).

For most Products bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

When you don't have the right to change your mind.

You do not have a right to change your mind in respect of:

Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them and have been considerably consumed;
any Products which become mixed inseparably with other items after their delivery.

How long do I have to change my mind?

How long you have depends on what you have ordered and how it is delivered.

You have 14 days after the day you (or someone you nominate) receives the goods, unless your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

Ending the contract where we are not at fault and there is no right to change your mind.

Even if we are not at fault and you do not have a right to change your mind (see clause 1), you can still end the contract before it is completed, but you may have to pay us compensation. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately, and we will refund any sums paid by you for Products not provided but we may deduct a reasonable amount from that refund as compensation for the net costs we will incur as a result of your ending the contract.

How to end the contract with us (including if you have changed your mind)

Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

Email. Email us at hello@valueafrica.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.

Online. Complete the contact us form on our website.

Returning Products after ending the contract

If you end the contract for any reason after Products have been dispatched to you or you have received them, you must return them to us. You must post them back to us at 152-160 Kemp House, City Road, London, EC1V 2DW.

Please call customer services on +447950771031 or email us at hello@valueafrica.co.uk for a return label. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.

When we will pay the costs of return. We will pay the costs of return:

if the Products are faulty or misdescribed; or
if you are ending the contract because we have told you of an upcoming change to the product or these terms, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong.

How we will refund you

We will refund you the price you paid for the Products, by the method you used for payment. However, we may make deductions from the price, as described below.

Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind, we may reduce your refund of the price excluding delivery costs to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:

If the Products are goods, your refund will be made within 14 days from the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see clause 9.2.

In all other cases, your refund will be made within 14 days of your telling us you have changed your mind.