Policies
Returns & cancellations
Fresh produce is perishable, so our approach focuses on getting the order right before dispatch and reviewing problems quickly when they happen.
Cancelling an order
- Orders can be cancelled from your account before fulfilment begins.
- Once picking has started, cancellation may no longer be possible.
- If payment has already been made, contact support so it can be reviewed and refunded where appropriate.
- If an order is cancelled, any active stock reservation is released.
If something is wrong
Contact us as soon as possible after delivery with your order reference and a description of the issue. Because produce is perishable, delayed reports can be harder to review. Keep the affected produce available for inspection where practical.
Where an issue is confirmed, we will discuss an appropriate resolution with you, which may include a replacement or adjustment. We do not promise a specific outcome before reviewing the order.
Refunds
If a refund is agreed, it is processed through the original payment method where possible. Timing depends on the payment provider and is confirmed when the refund is initiated.
Contact
Email order@keepxtra.com or call +233 59 141 4352. Include your order reference: it starts with XS-.