China Kanta Refund & Cancellation Policy

At China Kanta, we are committed to providing our customers with a transparent and reliable shopping and product-sourcing experience.

China Kanta is a Ghana-based e-commerce and China-sourcing platform that enables customers in Ghana to purchase products available through our platform and request products to be sourced from suppliers in China.

Because some products are fulfilled from Ghana while others are specifically sourced and shipped from China after a customer places an order, our cancellation and refund terms may differ depending on the type and stage of the order.

By placing an order or submitting a sourcing request through China Kanta, you acknowledge and agree to the applicable terms below.

1. Types of Orders

China Kanta generally processes two types of orders:

A. Products Available in Ghana

These are products already available within Ghana through China Kanta or its fulfilment/warehouse operations.

B. China-Sourced Products

These are products that are purchased or sourced from suppliers in China after a customer places an order or submits a sourcing request.

The applicable delivery and refund conditions will be communicated to the customer where necessary before the order is fulfilled.

2. Order Cancellation

2.1 Cancellation Before Supplier Purchase

For products that need to be sourced from China, a customer may request cancellation before China Kanta has purchased or committed to purchasing the product from the supplier.

If the cancellation request is approved, the customer may be eligible for a full refund of the amount paid, subject to any clearly disclosed non-refundable service or transaction fees.

2.2 Cancellation After Supplier Purchase

Once China Kanta has purchased the product from a supplier in China or otherwise committed funds to fulfil the customer's order, cancellation may no longer be possible.

Where cancellation is still possible, any refund may be reduced by costs that China Kanta has already incurred, including supplier charges, sourcing fees, payment processing charges, international shipping, domestic transportation, customs-related costs, or other non-recoverable expenses.

Any applicable deduction will be communicated to the customer.

2.3 Cancellation After Shipment

Once a China-sourced order has been dispatched from the supplier, China Kanta warehouse, or shipping carrier, cancellation may not be available.

If the customer no longer wants the product after shipment, the customer may need to receive the product first and follow the applicable return procedure.

3. Sourcing Requests

Customers may submit requests for China Kanta to locate and source specific products from China.

A sourcing request may involve supplier communication, product verification, price negotiation, purchasing, transportation and other services.

If a customer pays a sourcing or purchasing amount and China Kanta has already begun processing the request, cancellation may result in the deduction of reasonable costs already incurred.

If the requested product cannot be sourced and no costs have been incurred that are payable by the customer, China Kanta will communicate the available refund or alternative options.

4. Products That Are Unavailable

If a customer places an order for a product that subsequently becomes unavailable from the supplier, China Kanta will notify the customer.

Depending on the circumstances, the customer may be offered:

• A replacement or alternative product;
• An updated product option or specification; or
• A refund of the affected amount.

Where a refund is agreed, it will be processed using the applicable payment/refund method available to China Kanta.

5. Wrong or Incorrect Product

If China Kanta delivers a product that is materially different from the product ordered, the customer should contact us as soon as possible after delivery.

The customer may be required to provide:

• Order number;
• Photographs or video of the product received;
• Photographs of the packaging and shipping label; and
• A description of the issue.

After reviewing the claim, China Kanta may offer an appropriate remedy, which may include replacement, return and replacement, or refund, depending on the circumstances.

6. Damaged Products

Customers should inspect products as soon as reasonably possible after delivery.

If a product arrives damaged, the customer should contact China Kanta promptly and provide photographs or video showing:

• The damaged product;
• The packaging;
• Shipping labels; and
• Any visible damage caused during transportation.

China Kanta will investigate the matter and determine the appropriate resolution based on the circumstances, the condition of the product, the shipping arrangements and the available evidence.

Where applicable, the resolution may include repair, replacement, return or refund.

7. Product Returns

Where a return is approved, China Kanta will provide the customer with instructions regarding where and how to return the product.

Customers should not send products back to a supplier or China Kanta address without first receiving return instructions from our support team.

The customer may be responsible for return shipping costs where the return is due to a change of mind, incorrect customer-provided information, or another reason not caused by China Kanta, subject to applicable law.

Where the return is due to an error by China Kanta, such as sending the wrong product, China Kanta will determine the appropriate return arrangements.

8. Change of Mind

For products already purchased specifically for a customer from a supplier in China, a change-of-mind cancellation may not be available once the sourcing or purchasing process has started.

This is because China Kanta may incur supplier, sourcing, transportation and international shipping costs specifically for that customer's order.

For products held in Ghana, returns or refunds due to change of mind will depend on the product category, condition and applicable return terms communicated at the time of purchase.

Nothing in this policy is intended to exclude rights that cannot legally be excluded under applicable law.

9. Delivery Delays

Estimated delivery times are provided in good faith and may vary depending on:

• Supplier processing time;
• Product availability;
• International shipping;
• Customs clearance;
• Port or airport delays;
• Local transportation;
• Public holidays;
• Weather or other circumstances beyond China Kanta's reasonable control.

A delivery delay does not automatically qualify an order for a refund.

Where a significant or prolonged delay occurs, China Kanta will communicate with the customer and, where appropriate, discuss available options.

10. Customs, Duties and Other Charges

For products sourced internationally, additional costs may sometimes arise from shipping, customs duties, taxes, clearance, storage or other government or logistics charges.

Where such charges are applicable and were not already included in the customer's purchase price, the customer may be responsible for them where this was disclosed or otherwise applicable to the order.

China Kanta will aim to communicate relevant charges and delivery conditions as clearly as possible before the customer completes the applicable purchase.

11. Refund Eligibility

A refund may be considered in circumstances including, but not limited to:

• An order is cancelled before supplier purchase and processing has begun;
• China Kanta is unable to fulfil an order;
• A product becomes unavailable and the customer does not accept an alternative;
• An incorrect product was supplied by China Kanta;
• An eligible product arrives materially damaged and the claim is verified;
• A refund is otherwise agreed by China Kanta; or
• A refund is required under applicable law.

Eligibility and the amount refunded may depend on the stage of the order and costs already incurred.

12. Non-Refundable or Deductible Costs

Where applicable, the following costs may be non-refundable or deducted from a refund where they have already been incurred and cannot reasonably be recovered:

• Supplier purchase costs;
• Sourcing or service fees;
• International shipping costs;
• Local transportation costs;
• Customs or clearance costs;
• Payment processing or transaction charges;
• Return shipping costs; and
• Other third-party costs directly associated with fulfilling the customer's order.

Any applicable deduction will be communicated to the customer where reasonably possible.

13. Refund Processing

Once China Kanta approves a refund, we will initiate the refund process as soon as reasonably practicable.

Refunds may be processed through the original payment method or another appropriate payment method agreed with the customer.

Depending on the payment provider or financial institution, the time it takes for the refunded funds to appear in the customer's account may vary.

China Kanta does not control the processing time of banks, card issuers, mobile-money providers or third-party payment processors.

14. Payment Methods

China Kanta may accept payments through available payment providers and approved payment channels, which may include:

• Paystack;
• Hubtel;
• Bank transfer;
• Mobile Money; and
• Other payment methods made available on the platform.

Payment processing is handled through the applicable payment provider or financial institution.

Where a payment provider has its own applicable terms, those terms may also apply to the transaction.

15. Fraudulent or Unauthorized Transactions

China Kanta reserves the right to investigate transactions that appear fraudulent, unauthorized, duplicated or otherwise suspicious.

Where necessary, an order may be placed on hold while payment or transaction information is verified.

If an unauthorized transaction is confirmed, China Kanta will work with the applicable payment provider or financial institution to determine the appropriate resolution.

16. Incorrect Customer Information

Customers are responsible for providing accurate information when placing an order, including:

• Full name;
• Telephone number;
• Delivery address;
• Product specifications;
• Quantity;
• Size or variation; and
• Other information required to fulfil the order.

China Kanta may not be responsible for additional costs or delivery problems resulting from incorrect or incomplete information supplied by the customer.

Where possible, customers should contact China Kanta immediately if they notice an error in their order information.

17. Refund Requests

To request a cancellation, return or refund, customers should contact China Kanta through our official Contact Us page or the customer-support channel provided on our website.

Customers should provide:

• Full name;
• Order number;
• Contact information;
• Reason for the request;
• Relevant photographs or videos, where applicable; and
• Any other information reasonably required to investigate the request.

China Kanta may request additional information before approving a refund or return.

18. Refund Review

Every refund or return request may be reviewed based on the specific circumstances of the order.

Factors considered may include:

• Whether the product was sourced specifically for the customer;
• Whether the supplier has already been paid;
• Whether the product has been shipped;
• Whether the product is available in Ghana;
• Whether the product has been delivered;
• The condition of the product;
• Whether China Kanta or a third party caused the issue; and
• Any applicable legal requirements.

We aim to handle refund requests fairly, transparently and consistently.

19. Policy Changes

China Kanta may update this Refund & Cancellation Policy from time to time to reflect changes to our services, fulfilment processes, payment methods or applicable requirements.

The updated version will be published on this page with a revised "Last Updated" date.

The policy applicable to an order will generally be the policy in effect at the time the order was placed, subject to applicable law.

20. Contact Us

If you have questions about an order, cancellation, return or refund, please contact China Kanta through our official Contact Us page.

China Kanta
Ghana

We are committed to providing a transparent and reliable shopping and China-sourcing experience for customers in Ghana.

Questions about this policy can be sent through our Contact Us page.