Returns & Refunds

Damaged or spoiled items

Please check your order as soon as it arrives, ideally while the rider is still with you.

If a pack is crushed, leaking or broken, or a chilled item has arrived warm, message us within 24 hours of delivery with your order reference and a clear photo of the item and its packaging.

Once we have seen the photo we will arrange a replacement on your next delivery or refund that item, including its share of the delivery fee where the whole order is affected. You do not need to send damaged food back to us.

Wrong or missing items

If we pack the wrong product, the wrong size, or leave something out, tell us within 24 hours of delivery.

We will bring the correct item as soon as we are next in your area at no extra cost, or refund it if you would rather not wait. Where a wrongly sent item is still sealed, our rider will collect it when the replacement is delivered.

If you simply change your mind

We can accept a change-of-mind return only where all of the following are true:

• You contact us within 24 hours of delivery.
• The item is ambient — not chilled or frozen — and still sealed in its original, undamaged packaging.
• It is comfortably within its best-before date.
• It is not a special order, a gift hamper or a bundle put together for you.

Approved change-of-mind returns are refunded once the item is back with us and checked. The original delivery fee is not refunded, and the cost of returning the item is yours.

What we cannot take back

• Anything opened, tasted, part-used or with a broken seal.
• Chilled or frozen items, once they have been delivered.
• Items that spoiled because they were left out of the fridge or stored against the instructions on the pack.
• Problems reported more than 24 hours after delivery, where we can no longer tell what happened.
• Products bought somewhere else and brought to us.

If you are unsure whether something qualifies, message us anyway. We would much rather look at it than have you guess the answer.

How to start a return or claim

1. 1Message us on WhatsApp — the fastest route — or send us an email.
2. 2Give us your order reference. It begins with “PC” and appears in your order message.
3. 3Tell us which item is affected and what is wrong with it, attaching a photo where something is damaged, spoiled or incorrect.
4. 4We will reply with a decision, usually the same working day, and arrange the replacement, credit or refund.

How refunds are paid

Refunds go back the way you paid. Bank transfers are returned to the account the payment came from, and card payments are reversed to the same card.

We process approved refunds within two working days. Your bank usually takes a further three to five working days to show the money — if it has been longer than that, send us the order reference and we will chase it.

If you prefer, we can hold the value as a credit against your next order instead. It is quicker, and we will confirm it in writing on WhatsApp.

Failed and undelivered orders

If nobody is available at the address, our rider will call you and wait where they reasonably can. Where the delivery cannot be completed, we bring the order back and arrange another attempt, which may carry a further delivery fee.

Where an order fails because the address or phone number given was wrong, the cost of re-delivery is yours, and chilled items that can no longer be kept safely cannot be refunded.

If a delivery runs late because of something on our side, tell us — we will make it right.

Exchanges

We do not run a formal exchange process. In practice, if you would like a different product instead of one we have agreed to refund, we apply the value to the replacement and settle the difference either way.

Your legal rights

Nothing in this policy takes away the rights you have as a consumer under Nigerian law, including the Federal Competition and Consumer Protection Act. If a product is unsafe, not as described, or not of satisfactory quality, those rights apply on top of everything set out above.