Refund Request Form

1. RETURN ELIGIBILITY

Customers may request a return or refund if:

• The wrong item was delivered
• The product arrived damaged or defective
• The product was expired upon delivery
• Items were missing from the order

To be eligible for a return or refund:

• The issue must be reported within 24 hours of receiving the order
• Proof such as photos or videos may be required
• Products should remain unused and in their original packaging whenever possible

2. NON-RETURNABLE ITEMS

For hygiene, safety, and quality reasons, certain items cannot be returned or exchanged, including:

• Opened food or grocery items
• Perishable products
• Frozen or refrigerated items
• Used accessories or electronic products
• Products damaged due to customer misuse

3. ORDER CANCELLATION

You may be canceled orders before we are prepared or dispatched for delivery.

Once an order has been shipped or handed to the delivery service, cancellation may no longer be possible.

For urgent cancellation requests, customers are encouraged to contact us immediately through WhatsApp, email, or customer support.

4. REFUND PROCESS

If a refund request is approved:

• Refunds will be processed using the original payment method whenever possible
• Cash payments may be refunded in cash or store credit
• Refund processing times may vary depending on the payment provider or bank

We reserve the right to refuse refund requests that do not meet our policy conditions.

5. DELIVERY ISSUES

If your order is delayed, missing, or delivered incorrectly, please contact us as soon as possible.

Delivery times may vary depending on:

• Product availability
• Weather conditions
• Traffic or operational delays
• High order demand periods

6. DAMAGED OR INCORRECT PRODUCTS

If you receive damaged, defective, or incorrect products:

1. Contact our support team within 24 hours
2. Provide your order number
3. Send photos/videos showing the issue

We will review the request and arrange a replacement, refund, or store credit where applicable.

7. PICKUP ORDERS

Customers collecting orders from pickup points should inspect products at the time of collection whenever possible.

Once products are collected and accepted, certain return requests may not be eligible.