Frequently Asked Questions
About Redgoldgriin
What is Redgoldgriin?
Redgoldgriin is an online marketplace that connects customers with independent vendors while also selling selected products through the Redgoldgriin Official Store. We offer products across groceries, fashion, beauty, electronics, home and living, art and craft, automotive and other categories.
Does Redgoldgriin sell every product listed on the website?
No. Some products are sold directly by the Redgoldgriin Official Store, while others are sold by independent vendors.
The seller’s name is displayed on the product page, store page or order information.
What is the Redgoldgriin Official Store?
The Redgoldgriin Official Store sells products supplied, produced, sourced or directly managed by Redgoldgriin. Redgoldgriin is responsible for fulfilling these orders and handling the applicable customer support.
Are all products made in Ghana?
No. Redgoldgriin is a general marketplace offering both locally made and imported products. Products made in Ghana are highlighted through the appropriate categories, badges or product information.
How do I know which vendor is selling a product?
The vendor or store name is displayed on the product page. You can select the store name to view the vendor’s storefront, products, ratings and available store information.
Does Redgoldgriin verify its vendors?
Vendors are required to provide identity, contact and payout information. Business documents or additional licences may be requested depending on the vendor and products being sold.
Verification reduces marketplace risk but does not guarantee every statement made by an independent vendor. Customers should review the seller information, product description and customer reviews before ordering.
Accounts and Shopping
Do I need an account to shop?
Guest checkout may be available for some orders. Creating an account is recommended because it allows you to view orders, save addresses, manage account information and receive a more convenient shopping experience.
How do I place an order?
- Find the product you want.
- Select the quantity or available options.
- Add the product to your basket.
- Review your basket.
- Enter your delivery information.
- Select an available delivery and payment method.
- Review the total amount.
- Confirm your order.
An order confirmation will be displayed or sent after the order has been successfully received.
Can I order products from more than one vendor?
Yes. However, products from different vendors may be prepared and dispatched separately. Separate delivery fees may apply because each vendor may have a different dispatch location.
Why are there multiple delivery charges in my basket?
A multi-vendor order may require separate collections or deliveries. Each vendor package is therefore calculated from the relevant vendor’s dispatch location to your delivery destination.
Where practical, Redgoldgriin may consolidate packages, but combined delivery is not guaranteed.
Can I change my order after placing it?
Contact Redgoldgriin as soon as possible. Changes may be possible before the vendor begins preparing or dispatching the order.
A product, quantity or delivery-address change cannot be guaranteed after fulfilment has started. Additional charges may apply if the new delivery location falls within a different shipping zone.
Can I cancel an order?
An order can usually be cancelled before the vendor begins preparing or dispatching it. Personalized, perishable or already prepared products may not be cancellable.
If the order has already been dispatched or delivered, the applicable Cancellation, Return and Exchange Policy will apply.
What happens if an ordered product is unavailable?
The vendor or Redgoldgriin will notify you. You may be offered:
- A suitable replacement with your approval;
- Removal of the unavailable product;
- A revised order total; or
- A refund for the unavailable product.
A replacement will not be supplied without your agreement.
Prices, Payments and Promotions
What payment methods do you accept?
Available payment methods are displayed during checkout and may include mobile money, bank cards, bank transfers or other approved options.
Payment methods may vary according to the order, vendor or customer location.
Is payment on delivery available?
Payment on delivery may be available for selected products, vendors or delivery locations. If it is available for your order, it will appear as a payment option during checkout.
Are online payments secure?
Payments are processed through independent banks, mobile-money operators and payment providers like Paystack. Redgoldgriin does not ordinarily receive or store complete bank-card details.
Customers should never send card PINs, mobile-money PINs or one-time passwords to a vendor, rider or Redgoldgriin representative.
Are taxes and fees included in the price?
The total payable amount, including product prices, applicable delivery charges, service fees and known taxes, will be displayed before you confirm the order.
Redgoldgriin will not intentionally add an undisclosed charge after checkout.
Does Redgoldgriin charge customers a service fee?
A customer service fee will only apply if it is clearly displayed during checkout. Creating an account and browsing the marketplace are free.
See our Service Fees page for further information.
How do I use a coupon code?
Enter the coupon code in the basket or checkout coupon field and select Apply. The discount should appear before you complete payment.
Coupons may have expiry dates, minimum-spend requirements, product restrictions or vendor restrictions. Some promotions cannot be combined.
Why is my coupon not working?
The coupon may:
- Have expired;
- Require a minimum order value;
- Apply only to selected products or vendors;
- Be limited to one use per customer;
- Exclude discounted products;
- Have been entered incorrectly; or
- Be incompatible with another promotion.
Review the promotional terms or contact customer support if you believe the coupon should apply.
Shipping and Delivery
Where does Redgoldgriin deliver?
Redgoldgriin provides standard delivery within Greater Accra. Nationwide delivery may also be available for eligible non-perishable products.
Products requiring refrigeration or special handling may have a more limited delivery area.
What are the standard Greater Accra delivery rates?
For one standard, non-bulky package weighing up to 5 kg:
- 0–10 km: GH₵30
- 10.01–20 km: GH₵40
- 20.01–32 km: GH₵50
- 32.01–50 km: GH₵65
- Beyond 50 km: Courier quotation required
Distance is calculated from the relevant seller’s dispatch location. Weight, bulky-item and special-handling charges may apply.
See our complete Shipping Rates and Delivery Policy.
How long does delivery take?
Orders within 32 km may qualify for same-day or next-day delivery. Deliveries between 32.01 and 50 km generally take one to two days.
Nationwide deliveries ordinarily take approximately two to seven business days after dispatch.
Delivery times are estimates and may be affected by product preparation, traffic, weather, courier availability or difficulty locating the address.
What are your delivery hours?
Delivery services generally operate daily between 6:00 a.m. and 8:00 p.m.
Same-day delivery depends on the time the order is placed, stock availability, vendor preparation and courier availability.
Is GhanaPostGPS required?
Providing a GhanaPostGPS address is optional unless it is reasonably needed to locate a difficult destination.
We strongly recommend providing your GhanaPostGPS address, nearest landmark and a working recipient telephone number to reduce delays.
How do I track my order?
Open the Track Order page and enter the requested order information. Tracking availability may vary according to the vendor and delivery provider.
You may also receive order updates by email, telephone, text message or WhatsApp.
What happens if I miss my delivery?
The rider will make reasonable efforts to contact you. If delivery cannot be completed, the order may be returned or scheduled for redelivery.
An additional delivery fee may apply where a second trip is required because the recipient was unavailable, could not be contacted or provided an incorrect address.
Can someone else receive my order?
Yes. An authorized person may receive the order for you, but they may need to provide the order number, delivery code or other confirmation.
Age-restricted products can only be handed to a recipient who meets the applicable legal-age requirement and provides identification when requested.
How does free delivery work?
Free standard delivery may apply when eligible products from one participating store reach GH₵1,000 after discounts.
In a multi-vendor order, each participating store’s subtotal must separately meet the threshold unless the promotion states otherwise.
Bulky, heavy, fragile, temperature-controlled or dedicated-vehicle deliveries may still attract additional charges.
Returns, Exchanges and Refunds
Can I return a product?
Eligible online purchases may generally be returned within 14 days after delivery, subject to applicable law and the condition of the product.
Certain products are excluded, including perishables, everyday groceries delivered to the customer, personalized products and products that cannot reasonably be returned because of their nature.
Different rights may apply if a product is defective, damaged, counterfeit, unsafe or materially different from its description.
Which products cannot normally be returned?
Non-returnable products may include:
- Perishable food and groceries;
- Personalized or made-to-order products;
- Products that cannot be resold for health or hygiene reasons once opened;
- Unsealed software or recorded media;
- Products damaged through misuse;
- Newspapers, periodicals, magazines and books; and
- Other products excluded by applicable law.
A non-returnable classification does not remove your rights where a product was defective, damaged, unsafe or incorrectly supplied.
What should I do if my order is damaged, missing or incorrect?
Contact Redgoldgriin as soon as possible and provide:
- Your order number;
- The affected product;
- A description of the problem; and
- Clear photographs or video where available.
For perishable, damaged, missing or incorrect goods, please report the issue promptly—preferably on the day of delivery and within three days at the latest—so it can be properly investigated.
Who pays for return delivery?
Responsibility for return delivery depends on the reason for the return.
Where a product is defective, damaged, materially misdescribed or incorrectly supplied, the responsible seller will ordinarily bear the reasonable return cost.
For an eligible change-of-mind return, the customer may be responsible for the direct cost of returning the product.
How long does a refund take?
Once a refund is approved and submitted, the processing time depends on the bank, mobile-money operator or payment provider.
Redgoldgriin will notify you when the refund has been initiated. It may take several business days before the funds appear in your account.
Can I exchange a product?
An exchange may be available where the vendor has a suitable replacement in stock. If an exchange is unavailable, an approved refund may be issued instead.
Price differences and additional delivery costs may apply to a voluntary size, colour or product exchange.
See our Returns and Refunds Policy for complete information.
Products, Vendors and Marketplace Safety
Are products on Redgoldgriin guaranteed to be authentic?
Vendors are prohibited from selling counterfeit, stolen, illegal, recalled or unsafe products.
Redgoldgriin may review listings and vendor information, but customers should still examine product descriptions, seller information and reviews.
Report any product you suspect is counterfeit or unsafe.
How do I report a product or vendor?
Use the Report a Product page or contact customer support. Include the product link, vendor name, reason for the report and any supporting information.
Reports may concern suspected counterfeit goods, misleading descriptions, prohibited products, unsafe products, abusive conduct or intellectual-property infringement.
Can I contact a vendor before ordering?
Where available, use the enquiry or contact option on the product or vendor-store page. Do not send payment outside Redgoldgriin unless the Platform expressly instructs you to do so.
Transactions completed outside the Platform may not qualify for Redgoldgriin’s marketplace support.
Can vendors contact me outside the Platform?
A vendor or delivery representative may use the telephone number or delivery information associated with your order where reasonably necessary to fulfil it.
They must not use your information for unrelated marketing without an appropriate legal basis or permission.
Selling on Redgoldgriin
How do I become a vendor?
Visit the Become a Vendor page, complete the registration form and provide the requested identity, contact, payout and business information.
Redgoldgriin may request additional documents depending on the products you intend to sell.
Do I need a registered company to sell?
Not every vendor must necessarily operate as a registered company. Individuals, sole proprietors, registered businesses, manufacturers, farmers, artisans and other eligible sellers may apply.
However, registration, licensing or regulatory documents may be required for certain businesses or restricted product categories.
What fees do vendors pay?
Vendor charges may include sales commission, payment-processing fees, managed-store fees and optional promotional-service fees.
The applicable fees will be disclosed during registration, in the vendor dashboard or in the Vendor Agreement. See the Service Fees page.
Can Redgoldgriin manage my store for me?
Yes. The Redgoldgriin-managed-store service is intended for vendors who want to sell through the marketplace without managing every part of their online store.
Depending on the agreement, Redgoldgriin may assist with product listings, descriptions, stock updates, customer enquiries, orders, deliveries and reports.
The vendor remains responsible for supplying lawful products and accurate product, pricing and stock information.
How do vendors receive payment?
Redgoldgriin may collect customer payments on behalf of vendors and release the vendor’s net earnings according to the applicable payout schedule.
Commission, payment-processing charges, refunds, chargebacks, taxes and agreed service fees may be deducted before payout.
What products are prohibited?
Vendors must not list illegal, stolen, counterfeit, recalled, unsafe or prohibited products.
Restricted products may only be sold where the vendor holds all licences and approvals required by law and Redgoldgriin permits the category.
Privacy and Customer Support
How does Redgoldgriin use my personal information?
Redgoldgriin uses personal information to operate the Platform, process orders, coordinate payments and deliveries, provide support, prevent fraud and meet legal obligations.
Information may be shared with the relevant vendor, payment provider or delivery partner where necessary to complete your transaction.
Read our Privacy Policy for further details.
Will Redgoldgriin ask for my mobile-money PIN or card PIN?
No. Redgoldgriin representatives, vendors and delivery riders should never ask for your mobile-money PIN, bank-card PIN or one-time security code.
Do not disclose these details to anyone.
How can I contact Redgoldgriin?
Contact Redgoldgriin Customer Support through:
Email: support@redgoldgriin.com
Telephone/WhatsApp: +233592226869
Contact page: Contact Us
Website: redgoldgriin.com
When contacting us about an order, include your order number and a clear description of the issue.
