Refund Policy
Fair and transparent refund process for fresh produce
Last updated: July 29, 2025
Our Commitment to Quality
At LIMA-AJA, we're committed to helping agribusinesses source high-quality, farm-fresh produce from trusted farmer cooperatives. We understand that issues may occasionally arise in the delivery of fresh goods. This return policy outlines the process for resolving such matters fairly, efficiently, and in line with the nature of perishable agricultural products.
Our Promise: We ensure fair, transparent, and efficient resolution of all quality concerns while respecting the unique challenges of fresh produce logistics.
1. Returns
Return Eligibility
Buyers may request a return or refund within 24 hours of delivery if:
The produce is damaged, spoiled, or significantly different from what was ordered
The delivery does not match the quantity or type confirmed in the order summary
There is clear evidence of mishandling or poor storage during delivery
Important Note
Due to the perishable nature of fresh produce, returns are generally not required. When necessary, our logistics team will coordinate a retrieval within 12–24 hours of claim approval, if feasible.
2. Return Process
1 Initiate Your Request
To initiate a return or refund request, please email our customer service at limaajamain@gmail.com within 24 hours of delivery. Include the following:
Order Reference
Your unique order number
Issue Description
Brief description of the problem
Evidence
Clear photo or video evidence
2 Request Review
Once your request is reviewed and approved, our team will confirm the next steps, which may include pickup or refund issuance.
Return Address (If Required)
Returns, if required, should be sent to:
LIMA-AJA Attn: Returns RMA # Avenue 27 KG 126 Street Kigali, Rwanda
A prepaid shipping label will be provided if the return is required. LIMA-AJA will cover return shipping costs for all approved claims.
3. Refunds
Refund Options
If your claim is approved, you may receive:
Monetary Refund
A full or partial refund to your original payment method
Platform Credit
A credit balance on your LIMA-AJA platform wallet for future purchases
Processing Times
4. Exceptions and Non-Returnable Items
The following items are not eligible for return or refund:
Produce with minor cosmetic differences that do not affect usability or freshness
Delays caused by buyer-side unavailability during scheduled delivery windows
Claims made after 24 hours of delivery
5. Dispute Resolution
In the event of a disagreement regarding a return or refund, LIMA-AJA will act as a neutral third-party, reviewing claims in partnership with the cooperative and logistics partner. Our goal is to ensure a fair outcome for all parties, with special attention to maintaining transparency and accountability.
Fair Resolution Process
We work collaboratively with all stakeholders to ensure transparent, fair outcomes that protect the interests of buyers, farmers, and logistics partners.
6. Questions
Need Help with Returns?
If you have any questions concerning our return policy, please contact us. Our customer service team is here to help resolve any issues quickly and fairly.
Email Address
limaajamain@gmail.comPhone Number
+250 780 316 435Office Address
LIMA-AJA
Avenue 27 KG 126
Kigali, Rwanda
Quick Actions
Response Time
We typically respond to return and refund requests within 2-4 hours during business hours.
Quick Reference Guide
For Successful Returns
- Contact us within 24 hours
- Provide clear photo evidence
- Include your order reference
- Describe the issue clearly
Important Timelines
- 24 hours: Claim deadline
- 12-24 hours: Pickup coordination
- 5 business days: Refund processing
- 1-2 billing cycles: Bank processing
Quality Commitment
At LIMA-AJA, we are committed to delivering the highest quality fresh produce. This refund policy ensures that you receive the farm-fresh products you expect while supporting our farming partners across Rwanda. Together, we're building a transparent and reliable agricultural marketplace.