Terms and Conditions
DELIVERY, RETURNS & REFUNDS POLICY
DELIVERY
Due to recent world events we have changed our operational model and it is now required for every customer to pay for their order online before delivery. We are complying with UK government rules and regulations for Covid-19 Health & Safety measures. Therefore, it is our duty to ensure that the processing and packing of our products complies with these standards.
1. Same day delivery by Delivery Schedule
Our drivers have been specifically trained to adhere to Health & Safety Standards to ensure the highest quality customer service. They also are required to adhere to the Department for transport strict rules about mobile phone use while driving and therefore notifications about the customers’ orders will be sent via email and text via our Head office.
a) Pick up points
WHERE AVAILABLE, every order is required to be picked up from the pick up points within the respective cities. Please make sure to make arrangements for this as NO refund is offered if the customer does not pick up their order.
b) Meet the driver
For customers choosing this option, our drivers will get in contact with you when they are in close proximity to reaching the main respective destination. If the customer has any queries, contact the office.
c) Door to Door deliveries
We have strict guidelines concerning Health and Safety, and therefore our drivers are prohibited from entering any customer’s residences except in exceptional circumstances. If you have special circumstances, please let us know in advance so that arrangements can be made.
d) Taxi option
WHERE AVAILABLE, we recommend that customers alert us in advance a suitable time of delivery. A delivery fee will be payable for this service.
2. Standard Overnight delivery by DPD (Currently Mon-Thursdays)
There is a delivery charge which is calculated by weight and fulfilled by DPD. Currently, a customer can order a maximum of 5 bags of white maize per box due to weight restrictions per box and therefore if a customer wants to order more, they can do so by making separate orders. Ordering cut off point is set at 8am on the day for this option.
RETURNS
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Due to the nature of farm products such as maize and sweet potatoes, it is very difficult to guarantee consistency in terms of aspects such as taste and size and therefore sometimes these aspects are out of our control. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 7 days after delivery for courier based delivery purchases done on the website.
REFUNDS
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your debit card or original method of payment, within a certain amount of days.
Alternatively, your refund amount can be credited to your customer account, if the customer decides to do so.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@mwanakafreshfarmfoods.com
SALE ITEMS
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. This is for any items that were sold to the customer at a discounted rate.
EXCHANGES
Due to the nature of our products, it is almost impossible to guarantee certain aspects in terms of taste, but we strive to provide the customer with the best possible quality. We only replace items if they are defective, damaged or the wrong item was delivered. If you need to exchange it for the same item, send us an email at info@mwanakafreshfarmfoods.com and an arrangement can be made for our driver to pick up the items if they were originally delivered via the delivery schedule. If you order was delivered by private courier, please send your returns to: 19-20 Vicarage Place, WS1 3NA, Walsall, UK.
SHIPPING
To return your product, you should mail your product to: 19-20 Vicarage Place, WS1 3NA, Walsall, UK.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
