Refund policy

Refunds and Return Policy

At Mwanaka Fresh Farm Foods, we pride ourselves on providing the freshest produce to our customers across the UK. Due to the nature of our products—fresh, perishable, and time-sensitive—we have a unique approach to returns and refunds to ensure quality while maintaining fair practices for both our team and our customers.

1. Perishable Goods

Our products such as fresh maize, sweet potatoes, vegetables, and meat—are highly perishable in nature. For this reason, we do not accept returns or exchanges for perishable items once they have been delivered or collected.

This policy is in place to ensure:

Food safety: Returned food items cannot be resold or reused due to the risk of contamination.

Quality assurance: Once items leave our control, we can no longer guarantee they have been stored under appropriate conditions (e.g., correct refrigeration or protection from moisture).

Public health compliance: Handling returned food poses health risks and may violate food safety regulations.

We encourage our customers to inspect their orders upon delivery or pickup and notify us immediately if there are any issues related to quality, freshness, or incorrect items. If you receive a product that is damaged, spoiled, or not as ordered, please contact our customer service team within 24 hours, along with a photo and brief description of the issue. We will gladly assess the concern and offer a replacement, refund, or credit as appropriate.

2. Refunds & Replacements

We offer refunds or replacements under the following conditions:

• Damaged on Arrival: If your item arrives damaged or spoiled, please contact us within 24 hours of receiving your order. Include clear photos of the item and packaging, as well as your order number.

• Incorrect Items Received: If we sent the wrong item or quantity, we’ll either offer a refund or arrange a replacement during the next delivery in your area.

• Missed Delivery: If a scheduled delivery was missed due to an error on our side, we will reschedule or offer a full refund.

🕒 Please Note: We are unable to process refund requests made more than 24 hours after delivery for perishable goods, as we cannot verify storage conditions or food safety beyond this timeframe.

3. Change of Mind

Unfortunately, we do not accept returns or offer refunds for change of mind on fresh food orders, due to the perishable nature of our products.

4. How to Request a Refund or Raise an Issue

To raise a concern about your order, please email or message us with:

• Your full name and order number

• A brief description of the issue

• Photos showing the problem (if applicable)

• Whether you’d prefer a replacement or refund

📧 Email: mail@mwanakafreshfarmfoods.com