Delivery and Refunds

Orders are dispatched from our warehouse to the address on the order. A flat delivery charge applies and is shown before you pay; it does not vary with the size of the order.

You will get an email when your order leaves the warehouse, with the courier’s reference where we have one, and a notification on your phone. We tell you when a parcel is dispatched and not when it is delivered, because the courier’s belief about what happened at your gate is not something we can honestly report, and you are the authority on whether your tea arrived.

Give a GhanaPost GPS code if you have one. It is the part of an address a courier actually navigates by, and an order without one takes longer.

Stock is checked when you order and again when you pay, and other orders settle in between. Where we cannot fill a paid order in full:

• Your order is not cancelled. You have paid, the debt is recorded against the specific lines that were short, and it stays recorded.
• The next delivery pays it down oldest first. Somebody who paid in July is filled before somebody who ordered in September, regardless of who asks.
• You keep the point value of the whole order. A shortfall in our warehouse does not cost you commission.

If you would rather have the money than the wait, ask us and we will refund the unfilled part.

A pre-order is paid before the stock exists, and everybody involved knows it. It is filled when the shipment lands, in the order pre-orders were paid.

You can cancel a pre-order for a full refund at any time before it ships. Where an expected shipment is delayed beyond what we told you, we will say so rather than wait to be asked.

Before you pay: cancel it yourself, in the app or on the website. Nothing has been taken.

After you pay: write to support@multinestglobal.com with the order reference. If it has not been dispatched we will cancel and refund it. If it has, treat it as a return.

Tell us within seven days of a parcel arriving if something is wrong with it, and we will replace it or refund it:

• the wrong product, or the wrong quantity;
• damage in transit;
• anything past its best-before date, or that reaches you close enough to it to be unsaleable.

Send a photograph with your message. It is faster for both of us than sending the case back and waiting for somebody to look at it.

What we cannot take back is stock you simply did not sell, or anything that has been opened, repackaged, relabelled or stored somewhere that makes it unfit to sell on. This is a wholesale purchase for resale, and the risk of how much you buy is part of the business. Buy what you can move.

Tell us. Reply to the dispatch email with the order reference, or write to support@multinestglobal.com, and we will chase the courier with the waybill.

If a parcel cannot be found we replace it or refund it. We do not ask you to pursue the courier yourself; our contract is with them, and yours is with us.

Refunds go back through the payment provider, to the account that paid. Mobile money usually takes a few minutes once we have sent it; card refunds are the issuing bank’s timetable and commonly take five to ten working days.

We do not refund into a bonus balance instead of to your payment method unless you ask us to, and we do not refund to a different account from the one that paid.

Delivery charges are refunded where the fault was ours: a wrong item, a missing parcel, a cancellation we caused. They are not refunded where you have changed your mind about an order already dispatched.

This is the part that surprises people, so it is worth saying plainly.

A paid order generates commission for the distributors above it. When that order is refunded, that commission is taken back, debited from the bonus balances it was credited to, and reversed out of the running totals. It can leave a bonus balance negative until later earnings cover it.

This is why earnings are held for a period before they can be withdrawn. The hold is the window in which a refund can be reversed cleanly, and a refund after it is reversed against the bonus balance all the same.

If a refund reduces what you have already been paid out, we will tell you what happened and why rather than leaving you to find a negative number.

support@multinestglobal.com, or to be confirmed: support phone number. Have the order reference. It begins MN-ORD- and is on your receipt and on the order in the app.

Nothing here reduces any right you have under Ghana’s consumer-protection law. The full agreement is in our terms.