Refund Policy
Last updated: August 2026
AfroConnect connects you with independent vendors. Because vendors run their own stores, most refunds are handled by the vendor you bought from — but payments are processed through the platform, so this policy explains who handles what and how to get help if something goes wrong.
Start with the vendor
Each vendor sets a return window shown on their storefront. If you want a refund, contact the vendor first within that window, with your order number and the reason for the request. Vendors must honor promises on their store and applicable Canadian consumer-protection law.
When the platform steps in
If a vendor does not respond, refuses a clearly eligible refund, or you suspect fraud, open a report through our order issue form. AfroConnect can review the case, mediate, and where appropriate reverse or adjust the vendor payout or issue a refund through Stripe.
Your statutory rights
Nothing in this policy limits any non-waivable consumer rights you have under Canadian provincial consumer-protection law. If an item is defective, not as described, or never arrives, you may be entitled to a remedy regardless of the vendor’s stated policy.
Service requests (off-platform)
Service requests are routed to the business and handled entirely between you and them. AfroConnect does not process or refund service payments — arrange deposits, payments, and cancellations directly with the service provider.
Generally non-refundable
Unless defective, misdescribed, or fraudulent, the following are typically not refundable: digital downloads, custom or personalized orders, perishable goods, and intimate or hygiene-sensitive items. Vendors may set stricter or more generous terms, but cannot override your statutory rights.
How refunds are processed
Approved refunds are returned to your original payment method. Timing depends on your card issuer but usually appears within 5–10 business days.
Chargebacks
Please contact the vendor and then us before filing a chargeback — most issues can be resolved faster that way. Repeated or abusive chargebacks may result in account restrictions.
How to request a refund
- Message the vendor through the platform or their stated contact, with your order details.
- If unresolved, open a report on our order issue form.
- We will review and respond, and take action where needed.
Contact
Need help with a refund or a vendor dispute? Email info@afroconnect.ca or use our Contact page.