Refund policy
RETURN & REFUND POLICY
Thank you for shopping with Mama Africa Food Store. We aim to ensure you are completely satisfied with your purchase. However in the event that your order arrived damaged or missing please contact us and we will do our best to resolve this. Below are our terms and conditions for returns and refunds.
1. ELIGIBILITY PERIODS
Our return window depends on the type of product purchased:
✅ Non-Perishable Products
You may return non-perishable items within 14 calendar days from the date of delivery. Items must be unused, unopened, in their original packaging, and in resalable condition. Claims made after this window will not be accepted.
❄️ Perishable Products
Due to their nature, perishable items are eligible for return/refund only within 24 hours from the time of delivery. Claims made after this window will not be accepted.
2. CONDITIONS FOR RETURNS
To qualify for a return or refund:
• The item must meet the eligibility timeframe stated above.
• It must be unused, undamaged, and retain all original labels, tags, and packaging.
• Proof of purchase (order confirmation, receipt, or delivery note) is required.
• Perishable items may only be returned/refunded if they are spoiled, damaged, or incorrect upon arrival.
3. RETURN SHIPPING FEES
The customer is responsible for all return shipping costs, unless the return is due to our error (e.g., wrong item sent, damaged/defective product not caused by transit). Shipping fees paid at the time of purchase are non-refundable.
We recommend using a tracked and insured delivery service, as we cannot be held liable for items lost or damaged during return transit.
4. HOW TO INITIATE A RETURN
Please follow these steps:
1. Contact our support team at info@mamaafricafoodstore.co.uk or 07563 440051 within the applicable timeframe.
2. Provide your order number, full name, delivery address, and reason for return.
3. For perishable items, please attach clear photos/videos showing the condition of the product immediately upon discovery.
4. We will review your request and send you a Return Authorization Number and return instructions within 2 working days.
5. Pack the item securely and send it back using the provided instructions within the timeframe.
5. REFUND PROCESS
• Once we receive and inspect your returned item(s), we will notify you of the approval or rejection of your refund.
• If approved, the refund will be processed to your original payment method within 5–10 working days. Please note that processing times may vary depending on your bank or card issuer.
• Refunds exclude original shipping charges unless the item was faulty or sent in error.
6. EXCEPTIONS
The following items cannot be returned or refunded unless faulty:
• Perishable items reported after 24 hours of delivery.
• Non-perishable items reported after 14 days of delivery.
• Items that have been used, opened, or altered.
• Personalised or custom-made products.
7. DAMAGED OR FAULTY ITEMS
If you receive a damaged, Spoiled, defective, or incorrect item:
• Non-perishable: Notify us within 14 days of delivery.
• Perishable: Notify us within 24 hours of delivery with photographic proof.
• We will arrange a replacement, store credit/coupon or full refund, and cover all return shipping costs at our expense.
8. CONTACT US
If you have any questions regarding this policy, please contact us:
📧 Email: info@mamaafricafoodstore.co.uk
📞 Phone: 07563 440051
📍 Address: Unit 353 38 Sunbridge Road Bradford BD1 2DZ
🌐 Website: www.mamaafricafoodstore.co.uk
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