Refund policy

Last updated: 4 October 2026.

A problem with your order? Here, in plain terms, is what we do and what the law provides. Full details are in our terms of sale.

In brief

• Damaged parcel, missing product or error: report it within 7 days, with photos; we will send the product again or refund you for it, at our expense.
• Faulty product: the legal guarantee of conformity protects you for two years after delivery.
• Change of mind: you have 14 days to withdraw, for any product that is still sealed; you pay for the return.

Damaged parcel, missing product or order error

Write to us within 7 days of receipt, at info@nkosiagro.com, with your order number and photos of the parcel, the products concerned and the parcel label. We will offer to send you the product again, add it free of charge to your next order or refund you for it; if sending it separately would cost more than the product itself, we will offer you the choice between a refund and adding it to your next order. In most cases, the photos are enough and you have nothing to send back; if we need the product, its return is at our expense.

This 7-day period allows us to take action with the carrier. After this period, you keep your rights under the legal guarantee of conformity, which protects you for two years after delivery.

Faulty or non-conforming product

The legal guarantee of conformity protects you for two years from delivery, and the legal guarantee against hidden defects for two years from discovery of the defect. For a food product, we will offer to replace it; if that is impossible or would cost a disproportionate amount, you are entitled to a price reduction or a refund. Write to us with photos of the product, its packaging and its date. Full details are in Article 9 of our terms of sale.

Changing your mind: the right of withdrawal

You have 14 days after receipt to withdraw, without giving any reason. The easiest way: the “Withdraw from contract here” form on our Right of withdrawal page. You can also write to us at info@nkosiagro.com.

• Any product that is still sealed can be returned, even if you have opened the parcel.
• The following cannot be taken back: a product opened after delivery, for reasons of hygiene and health protection, and fresh produce that deteriorates rapidly (currently, sweet potatoes).
• A recipe kit or a discounted multipack must be returned in full.
• Return costs are at your expense, including from abroad.

Who pays for the return

When and how you are refunded

• Withdrawal: at the latest 14 days after you have informed us of your decision. We may wait until we have received the products, or proof that they have been shipped, whichever is the earliest.
• Delivery charges: if you return the whole order, they are refunded up to the cost of our least expensive standard delivery (in mainland France, relay point delivery, free from €39); for a partial return, in proportion to the price of the products returned.
• Guarantee or error on our part: at the latest 14 days after we receive the product or proof that it has been sent back, or after our agreement if no return is requested.
• The refund is made using the payment method used for the order, at no cost to you; depending on your bank, it may appear in your account a few days later. For payment in instalments, we refund Klarna or Scalapay, which adjusts your instalments.

Cancelling an order that has not yet been shipped

Write to us as soon as possible at info@nkosiagro.com with your order number. As long as the order has not been shipped, we will cancel it and refund you in full. If it has already left, you can send it back after receipt, under the conditions of the right of withdrawal.

Product recall

If a product is subject to an official recall (published on the RappelConso website), we notify by email the affected customers we are able to identify; the product is refunded or replaced, and any return is at our expense.

A question or a disagreement

Write to us at info@nkosiagro.com: we reply within two working days. If we cannot find a solution together, you can refer the matter free of charge to our consumer mediator, CM2C (www.cm2c.net), under the conditions of Article 12 of our terms of sale.

The NKOSI team