Return, Refund & Delivery Policy

Return and Refund Policy

At 5CEE Farms Ltd., we are committed to providing our customers with high-quality, healthy, and organically raised poultry products. Customer satisfaction is important to us, and this policy outlines the conditions under which returns, replacements, and refunds may be granted.

1. Live Chickens

All live chickens are inspected before they leave our farm to ensure they are healthy and fit for sale.

• Customers are encouraged to inspect the birds before taking delivery.
• Once live birds have been accepted and leave the farm or are delivered to the customer, they cannot be returned due to biosecurity and disease prevention measures.
• Refunds or replacements will only be considered if the customer can demonstrate that the birds were dead or seriously ill at the time of delivery.
• Any concerns regarding live birds must be reported within 2 hours of delivery and must be supported with clear photographs or videos.

2. Processed Chickens

We maintain strict hygiene and quality control standards during processing. Processed chickens may be eligible for replacement or refund if:

• The wrong order was supplied.
• The product was damaged before delivery.
• The product was spoiled upon delivery due to factors within our control.
• The quantity delivered is less than the quantity purchased.

Claims must be made within 24 hours of receiving the order and must include photographs or other reasonable evidence.

Non-Returnable Items

The following items are not eligible for return or refund:

• Products improperly stored after delivery.
• Products damaged due to customer handling or negligence.
• Products purchased at discounted or clearance prices (unless defective).
• Live birds that become sick or die after delivery due to the customer's management, transportation, feeding, or environmental conditions.

Order Cancellations

• Orders cancelled at least 24 hours before the scheduled delivery or pickup may receive a full refund.
• Orders cancelled less than 24 hours before delivery may be subject to a cancellation fee to cover production and logistics costs.
• Custom or bulk orders prepared specifically for a customer may not be cancelled once processing has begun.

Refund Process

Where a refund is approved:

• Refunds will be processed using the original payment method whenever possible.
• Approved refunds will typically be completed within 5–10 business days.
• Alternatively, at the customer's request, a replacement product or store credit may be provided instead of a cash refund.

Limitation of Liability

5CEE Farms Ltd.’s liability is limited to the purchase price of the affected product. We are not responsible for indirect, incidental, or consequential losses arising from the use of our products.

Delivery Information & Policy

At 5CEE Farms Ltd., we strive to provide timely, reliable, and safe delivery of our live and processed poultry products. This policy outlines our delivery procedures and customer responsibilities.

Delivery Areas

We currently deliver within Awka, Onitsha, Nnewi, and other parts of the southeast. Deliveries to other states may be arranged upon request, subject to availability and applicable transportation charges.

Delivery Schedule

• Deliveries are made Monday through Saturday.
• Orders are delivered during agreed delivery windows.
• Customers will be notified if unforeseen circumstances result in delays.

Order Processing

• Orders are processed after payment has been confirmed, unless otherwise agreed.
• Large or bulk orders should be placed at least 24–72 hours in advance to ensure availability.
• Orders are fulfilled on a first-paid, first-served basis.

Delivery Charges

• Delivery fees are based on the delivery location, order size, and transportation requirements.
• Customers will be informed of the applicable delivery charge before confirming their order.
• Promotional free delivery offers, where applicable, are subject to stated terms and conditions.

Delivery of Live Chickens

• Live birds are transported in suitable crates to minimize stress and maintain their health.
• Customers are expected to receive the birds immediately upon arrival.
• Ownership and responsibility for the birds transfer to the customer once delivery has been completed.

Delivery of Processed Chickens

• Processed chickens are packaged hygienically to maintain freshness and quality.
• Customers should refrigerate or freeze products immediately upon receipt.
• 5CEE Farms Ltd. is not responsible for product deterioration resulting from delays in collection or improper storage after delivery.

Customer Responsibilities

Customers are responsible for:

• Providing an accurate delivery address and contact phone number.
• Ensuring someone is available to receive the order.
• Inspecting the order upon delivery and reporting any issues immediately.

Failed Deliveries

A delivery may be considered unsuccessful if:

• The customer is unavailable at the agreed delivery time.
• The delivery address provided is incorrect or inaccessible.
• The customer cannot be reached using the provided contact information.

Where a delivery fails due to customer-related reasons:

• Additional delivery charges may apply for re-delivery.
• Perishable products may not be eligible for replacement or refund.
• Orders left unattended at the customer's request become the customer's responsibility once delivered.

Delivery Delays

While we make every effort to deliver on time, delays may occur due to:

• Traffic conditions
• Weather
• Vehicle breakdowns
• Road closures
• Other unforeseen circumstances

We will notify customers as soon as reasonably possible if delays occur.

Inspection Upon Delivery

Customers should inspect their order immediately upon receipt. Any shortages, damaged packaging, or incorrect items should be reported before the delivery personnel leave the premises or within 2 hours of delivery, accompanied by photographs where applicable.

Biosecurity

For the health and safety of our poultry:

• Delivered live birds cannot be returned to the farm.
• Our delivery personnel follow farm biosecurity procedures during transportation and delivery.