Returns and Replacement
Under EU rules, a trader must repair, replace, reduce the price or give you a refund if goods you bought turn out to be faulty or do not look or work as advertised. Agrixpress is making sure that this law is applicable in every country outside the EU. This means customer satisfaction is our number one goal.
If you bought a product or a service at agrixpress.com (via online), you have the right to cancel before you carry out any form of payment. Due to the nature of our business and products we sell, items that expire sooner than 30 days from the date of the purchase are not eligible for a refund.
Returns and Refunds Policy: Perishable Goods
Refund terms and conditions for all food products and related Perishable Goods
Perishable goods are products that have a shorter shelf life and may deteriorate quickly due to environmental factors (e.g. temperature, humidity). Examples include fresh produce, baked goods, cooked food, live products, chilled and frozen products, etc.
Effective from 23 August 2021, all Refund & Request for selected Perishable Goods listed under "Fresh & Frozen Food", "Dairy & Eggs" and "Bakery" will no longer be returnable.
How are Return & Refunds for perishable goods categories handled?
Buyers will see "Refund Only" option when they raise a Return/ Refund request for orders that fall under the "Fresh & Frozen Food", "Dairy & Eggs" and "Bakery" categories.
Buyers are required to provide valid proof. Shopee's Dispute agent will also request seller's proof before making a decision. Sellers are given 2 calendar days to respond to the proof request.
If the seller does not reply in 2 calendar days, we will judge based on buyer's proof and refund the buyer (if valid). If the seller provides valid evidence, we will make a decision based on the buyer's and seller's proof.
Other Products and Services
For any other items to be eligible for a refund, you have to return the item you have purchased to us within 30 calendar days of the purchase. The item must be unopened and in its original condition.
Contact our customer services department to get a free shipping label.
If our products arrived damaged, rotten or contaminated in any way, please contact us right away and we will be happy to send a free replacement regardless of its expiration date.
If you have any additional questions or would like to request a refund, feel free to contact us using the contact information below.
If sellers did not reply, can they still raise a dispute after the buyer is refunded?
After Shopee refunds the buyer, sellers may still appeal for compensation with valid evidence.
The evidence can be in the form of a photo or video that clearly demonstrates that the Perishable Goods were shipped out in good condition and packed appropriately to avoid damage or food items getting spoiled during delivery.
What sellers can do to have a higher likelihood of getting compensated by Shopee?
Proper listing and packaging of perishable goods can help buyers in their purchasing decisions and ensure your products reach buyers in good condition.
You are advised to follow Shopee's perishable listing and packing guidelines for perishable goods tutorials video provided by CALIS Agrixpress (https://agrixpress.com/tobeposted) to reduce buyer complaints or cases of Return/Refund requests.
If sellers are able to show proof that they have followed the perishable listing guidelines and packed items with appropriate packaging, Shopee will compensate sellers on a best effort basis.
Denmark and EU
Novitek Solutions ApS, Marielundvej 28, 2730 Herlev, Denmark
Phone: +45 60618156 Email: refund.policy@novitek.dk