Refund policy

REFUND, RETURNS & CANCELLATION POLICY 

Effective Date: 01/09/2026 
Last Updated: 03/09/2026 

1. Introduction 

At Uncle Yam, we are committed to supplying customers with quality yams and agricultural 
products and to providing a fair and transparent process for resolving issues relating to orders. 
This Refund, Returns & Cancellation Policy explains when customers may request a refund, 
replacement, return, or cancellation of an order purchased from Pedigreed Farms Ltd, trading 
Uncle Yam (“Uncle Yam,” “we,” “us,” or “our”). 
By placing an order with us, you acknowledge and agree to this Policy. 

2. Scope 

This Policy applies to purchases made through our website and other official sales channels, 
including orders placed by telephone, email, WhatsApp, social media, or other approved 
channels. 
Different commercial terms may apply to large wholesale, institutional, recurring supply, or 
international export orders where those terms have been expressly agreed in writing. 

3. Our Quality Promise 

Uncle Yam carefully select, inspect, and package our yams before they are delivered. 
We aim to ensure that every order reaches you in good condition and matches what you ordered. 
However, because yams are natural agricultural products, there may be variations in size, shape, 
colour, texture, and appearance. 
These natural variations do not automatically qualify for a refund or replacement 

4. When You May Request a Refund or Replacement 

A customer may be eligible for a refund or replacement where: 

• The wrong product was delivered; 
• The quantity delivered is materially less than the quantity paid for; 
• The order was materially damaged before or during delivery due to circumstances 
  attributable to Uncle Yam or our delivery arrangements; 
• The product has a significant quality issue that existed before delivery; 
• The order cannot be fulfilled because the product became unavailable after payment; 
• We are unable to deliver the order and no alternative arrangement is agreed with the 
  customer; or
• Another circumstance arises where a refund is required under applicable law. 
  Each request will be assessed based on the circumstances of the particular order. 

5. Natural Variation in Yams

Yams are natural agricultural products and may naturally differ in: 

• Size;
• Shape;
• Weight;
• Colour;
• Texture;
• Skin appearance; and
• General physical appearance. 
  

Such natural variation does not automatically constitute a defect and may not qualify for a refund or replacement.

Our objective is to supply products that meet the agreed grade, quantity, and quality 
requirements rather than to guarantee that every individual yam will be identical in appearance. 

6. Reporting a Problem 

Customers should inspect their order promptly after delivery. 
Where there is an issue, customers should contact us as soon as reasonably possible and, where practical, within 24 hours of delivery for visible quality, quantity, damage, or wrong-item issues.

The customer may be asked to provide: 

• Order number or transaction reference;
• Customer name and contact information;
• Description of the issue;
• Quantity affected;
• Photographs or videos showing the issue;
• Delivery information; and
• Any other information reasonably required to investigate the complaint.  

For issues that could not reasonably have been identified upon delivery, customers should notify us as soon as the issue becomes apparent.

7. Review of Refund Requests / Approved Refunds 

Once we receive a complaint, we may review the order, delivery records, photographs, videos, communications, product information, and other relevant evidence. 

We may contact the customer for additional information before reaching a decision. 

Where a complaint is accepted, we may offer one or more of the following remedies: 

1. Replacement of the affected product; 
2. Replacement of the affected quantity; 
3. Partial refund; 
4. Full refund; or 
5. Another reasonable remedy agreed with the customer. 

8. Refunds for Unavailable Products 

If we receive payment for an order but are subsequently unable to supply the relevant product, we will contact the customer. 

Depending on the customer's preference and availability, we may: 

• Offer a suitable alternative;
• Reschedule fulfilment;
• Adjust the order; or
• Refund the amount paid for the unavailable product. 
  

9. Order Cancellation 

Customers may request cancellation by contacting us as soon as possible after placing an order. 

Cancellation requests are not automatically guaranteed. 

Where sourcing, grading, packaging, transportation, export preparation, or delivery has already commenced, we may be unable to cancel the order without applicable costs.

Where a cancellation is approved, the amount refundable will depend on the stage of fulfilment and any costs already incurred. 

10. Delivery Problems

If an order cannot be delivered because the customer provided an incorrect address, incorrect contact information, or was unavailable to receive the order, additional delivery charges may apply if another delivery attempt is required. 

Where an order is cancelled or cannot be delivered due to circumstances caused by the customer, any refund will be considered based on the circumstances and costs already incurred. 

11. Change of Mind 

Because our products are agricultural goods and may be prepared or dispatched specifically for an order, we generally do not accept returns or refunds solely because a customer has changed their mind after an order has been prepared or delivered. 

This does not affect any rights the customer may have under applicable consumer-protection laws. 

12. Perishable and Agricultural Products 

Yams and other agricultural products require appropriate handling and storage after delivery. 
Once an order has been delivered and accepted by the customer, Uncle Yam cannot be responsible for deterioration caused by improper storage, handling, and exposure to unsuitable environmental conditions, delay in consumption, or other circumstances outside our reasonable control. 

Customers are expected to follow any storage or handling instructions provided with their order. 

13. Wholesale, Institutional and Commercial Orders 

Wholesale, restaurant, hotel, school, catering, supermarket, distributor, and other commercial orders may be subject to separately agreed specifications and contractual terms. 

Where specifications, grades, quantities, packaging, delivery schedules, or quality standards have been agreed in writing, refund or replacement requests will be assessed against those agreed requirements. 

14. International and Export Orders 

International export orders may be subject to additional contractual terms relating to inspection, documentation, packaging, shipping, customs, import requirements, and delivery. 

Unless otherwise agreed in writing, Uncle Yam is not responsible for delays, losses, rejections, additional charges, or deterioration arising solely from customs procedures, import restrictions, destination-country requirements, or circumstances outside our reasonable control. 

Where an export shipment is affected by an issue attributable to Uncle Yam, we will work with the customer to determine an appropriate remedy based on the agreed commercial terms and applicable law.

15. Refund Method 

Approved refunds will generally be processed through the original payment method or another reasonable method agreed with the customer. 
Where the original transaction was processed through a third-party payment provider, the timing of the refund may depend partly on the payment provider and the customer's financial institution. 

We will initiate an approved refund within a reasonable period after the refund decision has been 
made. 

The time taken for funds to appear in the customer's account may vary depending on the payment method, financial institution, payment processor, weekends, public holidays, and other factors. 

16. Payment Processing Charges 

Where a payment processor has charged transaction or processing fees, the treatment of those charges may depend on the circumstances of the refund and applicable payment-provider rules. 

Any refund will be handled transparently and in accordance with applicable law and the terms applicable to the original transaction. 

17. Fraudulent or Unauthorized Transactions 

Where we reasonably suspect fraud, misuse, unauthorized activity, or manipulation of our refund process, we may investigate the matter before processing a refund. 

We reserve the right to request additional information reasonably necessary to verify a refund request. 

18. Contacting Us 

To request a refund, replacement, return, or cancellation, please contact: 
Pedigreed Farms (trading as Uncle Yam)  
Email: Info@uncleyam.com 
Phone/WhatsApp: +233 59 616 7240 
Address: GZ-026-3340, J 363/7 West Nkpor-Nungua, Ghana 

Please include your order number or payment/transaction reference where available. 

19. Changes to This Policy

 
We may update this Policy from time to time. 

Any updated version will be published on our website with a revised “Last Updated” date. 
Last Updated: 03/09/2026