This policy is provided as a general commercial reference and has not yet been reviewed by legal counsel. It should be reviewed by a qualified business lawyer before being relied on as binding.
Last updated: September 2026
Who this policy applies to
This policy applies to all orders placed with DikoBio, operated by DFS (DIKO FOODS SERVICES) INC., by business buyers in Canada (orders in CAD) and in West Africa (orders in FCFA). It complements our Wholesale Terms and our Shipping & Logistics Policy. Where an order confirmation or quotation states specific terms, those terms prevail.
No returns for change of mind
Our products are wholesale food and agricultural products. For food safety reasons, delivered goods cannot be returned, exchanged, or refunded because an order is no longer needed. Refunds and credits are granted only in the situations described below.
What you can claim for
- A shortage: fewer units or a lower weight than confirmed in your order.
- A wrong product, variety, or packaging format.
- Goods that do not meet the specifications confirmed in your order at the time of delivery, including spoilage or damage present on arrival.
- Damage or loss in transit (see “Damage or loss in transit” below).
How to make a claim
Report the issue to info@dikobio.com within 48 hours of delivery. Include your order number, a description of the issue, and clear photos of the goods, packaging, labels, and lot numbers. Note any visible damage or shortage on the carrier’s delivery document before signing it. Keep the goods and their packaging until we have assessed your claim; do not dispose of them without our written agreement, unless food safety rules require it, in which case please document the disposal. Claims received after 48 hours may not be eligible.
How we assess a claim
We acknowledge every claim within 2 business days. We may ask for additional information, samples, or an inspection by DikoBio or an independent surveyor. We confirm our decision in writing.
Remedies
When a claim is accepted, we will, after consulting you: replace the affected goods in a following shipment; issue a credit note for a future order; or refund the affected portion of the order. Any refund or credit is limited to the invoiced value of the affected goods.
What is not covered
- Natural variations in size, colour, shape, or ripeness that remain within the specifications confirmed in your order.
- Deterioration after delivery caused by storage, temperature, or handling after the goods were received.
- Goods that have been processed, repackaged, resold, or used.
- Delays in transit or customs processing, which are covered by our Shipping & Logistics Policy.
- Claims received after the 48-hour window.
Damage or loss in transit
Damage or loss during transport is handled according to the terms of the carrier and any cargo insurance covering the shipment, and according to the delivery terms stated in your order confirmation. We help you prepare the documentation needed for the claim.
Unavailable products
Agricultural supply varies. If a confirmed product becomes unavailable, we will offer you a substitute, a partial shipment, a delayed shipment, or a full refund of any amount paid for the unavailable portion.
Cancellations and deposits
If you cancel before we have started sourcing your order, any deposit or payment is refunded in full. Once sourcing, consolidation, or shipment has begun, cancellations are reviewed case by case, and costs already incurred may be deducted from any refund.
Custom sourcing requests
Custom sourcing requests are sold on written quotation only. The refund and claim terms stated in the quotation apply to those orders.
How refunds are paid
Approved refunds are issued in the currency of the order (CAD or FCFA), to the original payment method, within 10 business days of approval. Card refunds may take a few additional days to appear, depending on your bank. For bank transfers, we refund to the account you designate in writing. Fees charged by intermediary banks and differences due to currency conversion are not covered by DikoBio.
Contact us
Questions about a claim or this policy can be sent to info@dikobio.com or (438) 223-9072.