CUSTOMER POLICY

Refund & Replacement Policy

Our commitment to transparency, customer satisfaction, and responsible handling of procurement and shipping orders.

Last updated: 22 October 2026

At ChinaToGH.com, we are committed to helping customers source and ship goods from China to Ghana. This Refund & Replacement Policy explains the conditions under which payments, orders, and defective products are handled.

Please read this policy carefully before making a payment or confirming an order with us.

1. No Refund Policy

All payments made to ChinaToGH.com are non-refundable, subject to applicable consumer protection laws.

Once payment has been made for procurement, products, shipping, or other services, the payment cannot be refunded simply because a customer changes their mind, cancels an order, or no longer wishes to proceed.

Customers are encouraged to confirm product details, quantities, specifications, applicable charges, and shipping arrangements before making payment.

This policy does not exclude any refund or other remedy that may be required by applicable law.

2. Replacement of Defective Items

We understand that products may occasionally arrive with manufacturing defects or functional issues.

Eligible for Replacement

Items that are confirmed to be defective or not working upon arrival from China may qualify for a replacement.

Where a defect is verified and the item meets the applicable replacement conditions, we will arrange a replacement in accordance with this policy.

Replacement is provided instead of a cash refund, subject to applicable law.

3. Conditions for Replacement

To qualify for a replacement, the following conditions should generally be met:

  • The item must be reported as defective or non-functional upon arrival.
  • The customer must provide reasonable evidence of the defect, such as photos or a video demonstrating the problem.
  • The product must not have been damaged through misuse, mishandling, unauthorised repairs, or improper installation after delivery.
  • The item must be identifiable as part of the original order.
  • The defect must be verified by our team or the relevant supplier, where necessary.

Replacement requests are subject to verification and the availability of a suitable replacement product.

4. Reporting a Defective Item

If your item arrives and is not working, please contact us as soon as reasonably possible.

When reporting the issue, please provide:

  • Your name and order reference, where available.
  • The name or description of the product.
  • A clear explanation of the problem.
  • Photos or a video showing the defect.
  • Any relevant packaging or product identification details.

Please retain the item and its packaging until we have reviewed your replacement request and provided further instructions.

5. Items Not Eligible for Replacement

Replacement may not be available for issues arising from:

  • Physical damage caused by the customer after delivery.
  • Misuse, neglect, improper installation, or unauthorised repairs.
  • Normal wear and tear or consumable items used in the ordinary course.
  • Products damaged after arrival due to improper handling or storage by the customer.
  • Issues that are not covered by the applicable supplier warranty or replacement arrangement.

This section does not limit any rights or remedies that customers may have under applicable law.

6. Replacement Availability

Replacement products are subject to availability from the relevant supplier.

If an identical product is unavailable, we will communicate the available options to the customer.

Any alternative product or arrangement will be subject to agreement with the customer and applicable legal requirements.

7. Shipping Costs for Replacements

The handling of shipping costs for defective items will depend on the circumstances of the defect, the supplier’s terms, and the applicable shipping arrangements.

Customers should contact us before returning or shipping a defective item. We will explain the applicable procedure and any costs that may arise.

No return shipment should be arranged without first receiving instructions from our team.

8. Procurement and Shipping Fees

Our procurement service fee is GH₵350 when customers ask us to purchase goods on their behalf.

Procurement fees, shipping charges, and other applicable service charges are non-refundable, subject to applicable law and the circumstances of the transaction.

Customers should confirm all applicable fees before authorising procurement or shipping.

9. Customer Acknowledgment

By making a payment or placing an order with ChinaToGH.com, customers acknowledge that they have read and understood this Refund & Replacement Policy.

Customers are encouraged to contact us with any questions or concerns before completing a transaction.

10. Contact Us

For questions about refunds, defective products, or replacement requests, please contact our team:

Need Help With Your Order?

If your item arrives defective or you have questions about our replacement policy, contact us directly.

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