Returns & Refunds Policy
Overview
Our refund and returns policy lasts 14 days. If 14 days have passed since your purchase, we cannot offer a full refund or exchange. This shorter window reflects the nature of grocery items and ensures product freshness.
To be eligible for a return, your item must be unused, unopened, and in the same condition as received, with original packaging intact.
Non-Returnable Items
Certain goods are exempt from returns due to their nature:
- Perishable items such as fresh or dried fishes, raw food products (e.g., garri, yam flour), and snacks/drinks cannot be returned unless defective or damaged upon delivery.
- Opened or partially used products like spices, tomato paste, or cereals are non-returnable for hygiene reasons.
- Candles and chocolate, once unpackaged, cannot be returned unless faulty.
Conditions for Partial Refunds
Partial refunds may be granted in these cases:
- Item is not in its original condition, damaged, or missing parts for reasons not due to our error.
- Item is returned more than 14 days after delivery.
How to Return
To process your return, we require a receipt or proof of purchase (e.g., order confirmation email). Do not send items back to the supplier—returns must come to us directly.
- Contact Us: Email us at [email protected] with your order number and return reason.
- Ship Back: Mail your item to: Mambourin, VIC 3024.
- You are responsible for return shipping costs, which are non-refundable.
- We recommend using a trackable service (e.g., Australia Post) for high-value items, as we cannot guarantee receipt of untracked returns.
Refunds
Once we receive and inspect your return, we’ll email you to confirm receipt and notify you of refund approval or rejection. If approved, your refund will be processed within 5-10 business days, credited to your original payment method (e.g., credit card, PayPal). Shipping costs will not be refunded.
Late or Missing Refunds
If your refund hasn’t appeared:
- Check your bank account first.
- Contact your credit card company or bank—processing times vary.
- Still no refund? Email us at [email protected].
Exchanges
We only replace items if they arrive defective or damaged (e.g., broken packaging, spoiled fish). To request an exchange for the same item, email us at [email protected] and ship the item to: Mambourin, VIC 3024.
Sale Items
Only regular-priced items are eligible for refunds. Sale or discounted items (e.g., bulk wholesale deals) cannot be refunded, only exchanged if defective.
Shipping Time
Return shipping times vary by location in Australia. From Mambourin, expect 1-5 business days; from farther regions, it may take longer.
Need Help?
For questions about refunds or returns, contact us at [email protected]. We’re here to assist with your Nigerian grocery needs!