REFUND POLICY

A LEGAL DISCLAIMER

This Refund Policy outlines the terms under which Kikuubo Afro Foodstuff Trading will issue refunds or accept returns. By placing an order on kikuuboafro.com, you agree to the terms described below. We comply with consumer protection regulations applicable in the UAE and encourage you to read this policy carefully before making a purchase.

REFUND POLICY - THE BASICS

At Kikuubo Afro, customer satisfaction is important to us. We sell fresh and specialty food products, and we take quality seriously. This policy explains your rights as a customer and how we handle refund and return requests in a fair and transparent manner.

Having a clear Refund Policy protects both you and us — you know your rights, and we can resolve any issues quickly and professionally.

REFUND POLICY – THE DETAILS

1. Eligibility for a Refund You may be eligible for a refund or replacement if:

You received a product that is damaged, spoiled, or expired upon delivery

You received the wrong item(s)

Your order was incomplete (missing items)

Your order was not delivered and confirmed lost

2. Non-Refundable Situations Refunds will not be issued in the following cases:

The product has been opened, consumed, or used (unless faulty)

The complaint is raised more than 24 hours after delivery

The incorrect delivery address was provided by the customer

The customer simply changed their mind after the order was delivered

3. Timeframe for Raising a Refund Request All refund or replacement requests must be submitted within 24 hours of receiving your delivery. Given the perishable nature of our products, we are unable to accept claims raised after this window.

4. How to Request a Refund To request a refund, please contact us

Please include your order number, a description of the issue, and clear photos of the product(s) in question.

5. Full vs. Partial Refunds Depending on the nature of the issue, we may offer:

A full refund – for entirely wrong, undelivered, or completely spoiled orders

A partial refund – for orders that were partially incorrect or partially damaged

A replacement – instead of a refund, where stock is available

6. Refund Method Approved refunds will be returned via the same payment method used at checkout (Mobile Money, bank transfer, etc.) within 5–7 business days of approval.

7. Non-Returnable Products Due to food safety and hygiene regulations, we are unable to accept physical returns of food products unless they are sealed, unopened, and confirmed faulty.

8. Cancellations Orders may be cancelled before they are dispatched. Once an order is out for delivery, it cannot be cancelled. To request a cancellation, contact us immediately after placing your order.