Exchange & Returns Policy
We take great pride in the quality of our products and ensure that every order is carefully packed and dispatched in perfect condition. However, we understand that issues can occasionally arise, and we are committed to addressing them fairly and promptly.
Nature of our products
All our products are cooked, tin-packed food items. Due to the nature of food products — particularly for hygiene, health, and safety reasons — we generally do not accept returns or exchanges once a product has been delivered and accepted. This policy is in place to protect the health and safety of all our customers.
When are you eligible for a replacement or refund?
We will consider a replacement or refund only in the following circumstances:
— The tin is visibly damaged, dented, or crushed upon arrival, to a degree that may have compromised the seal or contents. — The product received is past its expiry date at the time of delivery. — The item delivered is incorrect and does not match what you ordered. — The tin is leaking or the seal is broken upon arrival.
To be eligible, you must report the issue within 48 hours of receiving your order by contacting us on WhatsApp with clear photos or a short video of the problem, along with your order ID.
What we cannot accept
We are unable to process any return, exchange, or refund request in the following situations:
— The product has already been opened or consumed, even partially. — The complaint is raised after 48 hours of delivery. — The damage was caused by improper storage after delivery. — A change of mind or personal taste preference — as food products cannot be resold once dispatched, we are unable to accept returns on this basis. — The original packaging, tin, or label has been tampered with or discarded.
How we resolve eligible complaints
Once you contact us and our team reviews the evidence provided, we will offer one of the following resolutions depending on the nature of the issue and stock availability:
— A replacement of the same product dispatched at no additional cost. — A store credit added to your account for use on a future order. — A full or partial refund in cases where a replacement is not possible.
We aim to resolve all complaints within 2–3 business days of receiving your report.
Food safety advisory
Please inspect your order as soon as it arrives. Check that the tin is intact, the seal is unbroken, and the expiry date is valid before storing or consuming the product. Do not consume the product if the tin shows signs of damage, swelling, rust, or if the contents appear or smell unusual upon opening. Your health and safety are our top priority.
Contact us
If you have any concerns about your order, please reach out to us promptly on WhatsApp. We are always happy to listen and work towards a resolution that is fair for you.