Refund and Cancellation Policy

Effective Date: 12/12/2024

At AFRI Fresh, we are committed to delivering high-quality products and ensuring customer satisfaction. This Refund and Cancellation Policy outlines the conditions under which cancellations, refunds, or replacements are accepted. Please read this policy carefully before placing your order.

1. Cancellations

1.1. Cancellation by Customer

  • Orders can be cancelled within 1 hour of placement by contacting us via email at info@afrifresh.co.uk or phone at 07341171869.
  • After this period, cancellations may not be possible as meal preparation will have commenced.

1.2. Cancellation by Afri Fresh

Afri Fresh reserves the right to cancel an order in circumstances such as:

  • Unavailability of items.
  • Issues with payment processing.
  • Suspected fraudulent activity.

In such cases, customers will be notified immediately, and a full refund will be issued.

2. Refund Policy

2.1. Eligibility for Refunds

Refunds are issued under the following circumstances:

  • The wrong product was delivered.
  • The product was damaged or spoiled upon arrival.
  • Non-delivery of the order due to an error on our part.

2.2. Exclusions

Refunds will not be issued for:

  • Changes in personal preference after the order has been delivered.
  • Orders delayed due to circumstances beyond our control (e.g., traffic, weather, courier delays).

2.3. Process for Refunds

To request a refund, contact us within 24 hours of receiving your order at info@afrifresh.co.uk, providing the following details:

  • Order number.
  • Description of the issue.
  • Supporting evidence (e.g., photographs of damaged items).

Approved refunds will be processed within 7-10 business days using the original payment method.

3. Replacement Policy

  • In cases where a refund is not applicable, Afri Fresh may offer a replacement for damaged or incorrect items.
  • Replacements are subject to product availability and will be delivered as soon as possible.

4. Delivery Issues

4.1. If your order is not delivered within the specified timeframe due to our error, please contact us immediately for resolution.

4.2. For any delivery issues caused by incorrect address details provided by the customer, AfriFresh will not be held responsible, and additional charges may apply for redelivery.

5. Bulk Orders and Custom Catering

  • Bulk orders and custom catering services are subject to separate cancellation and refund policies due to the nature of these services.
  • Cancellations for bulk orders must be made at least 72 hours before the scheduled delivery time.
  • Refunds for bulk orders will only be issued if the cancellation request is made within the specified timeframe.

6. Changes to This Policy

AFRI Fresh reserves the right to update or modify this Refund and Cancellation Policy at any time. Changes will be posted on our website with an updated effective date.