Refund Policy

1. Return Eligibility & Timelines

Products are deemed eligible for a return if they meet the criteria below based on their shelf life:

• Fresh Products (e.g., Juices): These go off within hours if not refrigerated and are not eligible for returns, refunds, or exchanges.
• Highly Perishable Goods (e.g., Seamoss Gel, Dawa): A complaint must be raised within 24 hours of purchase.
• Overnight Delivery (Perishables): For goods like Seamoss/Dawa delivered overnight, a complaint must be raised within 28 hours of dispatch from our premises.
• Longer Shelf Life (3 months+): A complaint must be raised within 7 days of purchase.

2. Conditions for Return

Eligible for Return If:

• The purchase receipt (proof of purchase) is available.
• The complaint meets the timelines stated above.
• The product has a verified defect.

NOT Eligible for Return If:

• The stipulated return period has elapsed.
• The product has been used.
• The product has no defect whatsoever.
• The reason for return is simply “change of mind”.

3. Return Procedure

1. Comprehensively describe the complaint and mention the Receipt Number.
2. Our team will record the complaint and get back to you within 24 hours (on working days).
3. If your product is not eligible, you will be informed immediately.
4. If a physical inspection is required, our team will advise you to deliver the product (with receipt) to our nearest branch.
5. Our quality team will inspect the product to determine eligibility for refund or exchange.
6. We will formally accept or reject the return based on the inspection.
7. If Accepted: You will be offered a Credit Note within 4 working days, authorizing a refund or exchange.