Refund & Returns Policy

At Afroca Foods, customer satisfaction is important to us. We take great care in preparing, packaging and delivering your orders. However, if something goes wrong with your purchase, we are here to help.

Please read our refund and returns policy below.

1. Returns Policy

Due to the nature of our products, particularly food and perishable grocery items, we generally do not accept returns on food products once they have been delivered.

However, if you receive an incorrect, damaged, defective or spoiled item, please contact us as soon as possible so we can investigate and arrange an appropriate resolution.

For eligible non-perishable items, returns may be considered within 30 days of delivery, provided the item:

  • Is unused and unopened.

  • Is in its original condition and packaging.

  • Has not been damaged through misuse or improper handling.

  • Is accompanied by proof of purchase or an order confirmation.

2. Non-Returnable Items

For health, safety and hygiene reasons, the following items cannot generally be returned:

  • Fresh, frozen and chilled food products.

  • Perishable food items.

  • Opened food packages or products.

  • Items that require refrigeration or special storage.

  • Products that have been used, consumed or tampered with.

  • Gift cards and downloadable products.

This does not affect your statutory consumer rights where goods are faulty, damaged, misdescribed or otherwise do not meet legal requirements.

3. Damaged, Missing or Incorrect Items

If your order arrives damaged, contains missing items, or you receive something different from what you ordered, please contact us within 24 hours of delivery.

To help us resolve the issue quickly, please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the affected product or packaging, where applicable.

Once we review your complaint, we may offer a replacement, refund or another appropriate resolution, depending on the circumstances.

4. Refunds

If your refund request is approved, we will process your refund to your original payment method.

Please allow 5–10 working days for the refund to appear in your account, depending on your bank or payment provider.

We will notify you by email once your refund has been approved and processed.

5. Late or Missing Refunds

If you have not received your refund after the stated processing period, we recommend that you:

  1. Check your bank account again.

  2. Contact your card provider or payment service to confirm whether the refund is pending.

  3. Contact your bank to enquire about any processing delays.

If you have completed these steps and your refund is still missing, please contact us at afrocafoods@gmail.com.

6. Sale Items

Sale and promotional items are subject to the same quality and consumer protection standards as regular-priced products.

If a sale item is faulty, damaged, incorrect or does not meet the required standards, you may still be entitled to a refund or replacement under applicable consumer law.

7. Exchanges

We only offer exchanges where an item is damaged, defective or incorrectly supplied, subject to availability.

If you need assistance with an exchange, please contact us at afrocafoods@gmail.com or call +44 7510331232.

8. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders that have already been processed, dispatched or handed over to our delivery partners may not be eligible for cancellation.

Where cancellation is accepted, any applicable refund will be processed to your original payment method.

Nothing in this section affects any cancellation rights you may have under UK consumer law.

9. Gifts

If an item was purchased as a gift and delivered directly to you, any approved refund will generally be issued to the original purchaser or payment method.

If the purchaser has any questions regarding a gift return or refund, they can contact our customer service team for assistance.

10. Return Shipping

Where a return is approved for an eligible non-perishable item, we will provide instructions on how to return the product.

Customers may be responsible for return shipping costs where the return is due to a change of mind.

However, where an item is faulty, damaged, incorrect or not as described, Afroca Foods will handle the return in accordance with applicable consumer law.

Please do not send any items back without contacting us first.

11. Contact Us

If you have any questions about our Refund and Returns Policy, need to report an issue with your order, or require assistance, please get in touch.

Afroca Foods Customer Support

We appreciate your trust in Afroca Foods and thank you for shopping with us.

Afroca Foods – Bringing the Taste of Africa Closer to You.