TERMS OF RETURN AND FULL REFUND FOR PRODUCTS AND SERVICES

At NGIAVINY, we are committed to ensuring customer satisfaction. Below are the terms and conditions regarding returns
and refunds for the products and services we provide. These policies apply to all our activities, including
agricultural products, livestock, nursery services, training programs, and our pilot exhibition centre.

1. General Policy

• NGIAVINY offers a 14-day return and refund policy for eligible products unless otherwise stated in specific
  contracts or agreements.
• All refund requests must be submitted within the specified timeframe and will be evaluated on a case-by-case
  basis.
• Due to the nature of our agricultural and perishable products, certain items may have restricted or
  non-refundable provisions.

2. Eligibility for Returns and Refunds

A. Agricultural Products (Fresh Produce, Crops, and Semi-Processed Goods)

• Eligible Items: Products with verified quality defects, spoilage upon delivery, or
  discrepancies from what was ordered.
• Ineligible Items: Perishable goods that have been stored improperly by the customer, items
  damaged after delivery, or products that have been opened or used.
• Return Process:
  1. Contact our customer support team at contact@ngiaviny.mg within 48 hours of delivery to initiate a
     return request.
  2. Provide proof of purchase (invoice or order confirmation) and photographic evidence of the issue.
  3. Once approved, we will arrange for collection or inspection at our centre. The customer is responsible
     for return shipping costs unless the issue is related to a defective product or shipping error on our
     part.
  4. Upon verification of the claim, we will process the refund within 7–10 business days.

B. Livestock Products and Services

• Eligibility: Limited to cases where the product does not meet agreed specifications or where
  there is a proven health issue at the time of delivery.
• Ineligibility: Products after they have been transferred to the customer’s care, or where the
  customer has failed to follow recommended handling guidelines.
• Process: Notify us immediately upon discovery of the issue, providing relevant documentation.
  We will assess the situation and determine whether a replacement, partial refund, or alternative solution is
  appropriate.

C. Nursery Services (Seeds, Seedlings, and Plants)

• Eligibility: Seeds or seedlings that fail to germinate due to proven quality issues, or
  products that do not match the variety ordered.
• Ineligibility: Issues arising from improper planting, care, or environmental conditions beyond
  our control.
• Process:
  1. Report the issue within 14 days of purchase, providing photographic evidence if possible.
  2. Our team will review the case and offer either a replacement, refund, or additional guidance as
     appropriate.

D. Training and Capacity-Building Programs

• Eligibility: Limited to cases where the service did not meet agreed-upon specifications or
  failed to deliver expected outcomes due to our fault.
• Ineligibility: Programs that have been partially or fully delivered, or where the client has
  approved milestones or changed requirements mid-course.
• Process:
  1. Submit a formal complaint within 14 days of program completion.
  2. Provide detailed documentation outlining the issues encountered.
  3. Our team will review the matter and, if deemed valid, offer either a partial refund or additional
     support to rectify the problem.

E. Pilot Exhibition Centre Services

• Eligibility: Refunds may be considered for services or bookings that are canceled at least 48
  hours in advance.
• Ineligibility: Services rendered or bookings canceled within 48 hours of the scheduled time.
• Process: Contact us directly to cancel or reschedule. Refunds will be processed within 7–10
  business days.

3. Refund Processing Time

• Standard Refunds: Typically processed within 7–10 business days after verification of the
  claim.
• Complex Cases: May take up to 15 business days depending on the nature of the issue and the
  need for further investigation.

4. Exceptions

• Custom Orders: Non-refundable unless there is a proven defect or failure to meet agreed
  specifications.
• Promotional Offers: Subject to the terms and conditions of the specific promotion.
• Shipping Costs: Generally non-refundable unless the return is caused by an error on our part.

5. Cancellation Policy

• Before Product Delivery: Customers can cancel orders before shipment without penalty. A full
  refund will be issued promptly.
• After Product Delivery: Refer to the respective sections above for eligibility and procedures.

6. Contact Information

For any inquiries or assistance regarding returns and refunds, please contact:

• Email: contact@ngiaviny.mg
• Phone: +261 33 00 564 50
• Address: CN-I Bis Ambalamanasy, Tamatave II 501, Madagascar

7. Final Notes

We strive to resolve all disputes amicably and ensure fair treatment for all parties involved. If you have any
concerns about our return and refund policy, feel free to reach out to our customer support team for clarification.
At NGIAVINY, your satisfaction and trust are at the heart of everything we do.