Returns and Refunds
Effective Date: 17th October 2025 | Last Updated: 6th January 2026
At Morash African Groceries Ltd, we value our customers and take pride in delivering quality African food products to homes across the UK. While we always aim for excellence, we understand that issues can occasionally arise.
This policy outlines when and how refunds, returns, or replacements can be processed.
1. Eligibility for Returns
Due to the nature of our products, returns are handled carefully to ensure food safety and hygiene.
You may be eligible for a return or refund if:
-
The product you received was damaged, defective, or incorrect.
-
You notify us within 48 hours of delivery.
-
You can provide photographic evidence of the issue (for quality verification).
Please note that perishable, chilled, or frozen goods cannot be returned or refunded once delivered unless the item arrives damaged or spoiled.
2. Non-Returnable Items
For health and safety reasons, the following items are non-returnable:
-
Fresh produce (fruits, vegetables, meat, fish, etc.)
-
Frozen or refrigerated goods
-
Opened or partially used products
-
Items returned after 48 hours of delivery
-
Sale or clearance items
3. Reporting an Issue
If there is a problem with your order, please contact our customer service team immediately at support@morashafricangroceries.com with:
-
Your full name
-
Order number
-
Description of the issue
-
Clear photos (if applicable)
We aim to respond to all requests within 24 hours (Monday–Friday).
4. Refunds
Once your claim has been reviewed and approved:
-
Refunds will be issued to your original payment method (e.g., debit/credit card, PayPal).
-
Refunds are processed within 7–10 business days after approval.
-
You will receive an email confirmation once your refund has been completed.
If you paid via card, please allow a few extra days for your bank to post the credit to your account.
5. Replacements and Substitutions
If an item is unavailable, Morash African Groceries Ltd may offer a similar replacement of equal or higher value at no extra cost.
If you prefer a refund instead, please inform us when contacted.
6. Cancelling an Order
Orders may be cancelled before dispatch only.
Once your order has been processed or shipped, it cannot be cancelled but may qualify for a refund under the terms above.
To request a cancellation, email support@morashafricangroceries.com as soon as possible, quoting your order number.
7. Damaged Deliveries
If your parcel arrives damaged or tampered with:
-
Please take clear photos of the packaging and the affected items.
-
Do not dispose of the package until your issue is resolved.
-
Email us immediately at support@morashafricangroceries.com.
We will investigate with the courier and either replace or refund the affected items promptly.
8. Late or Missing Refunds
If you haven’t received your refund after 10 business days:
-
Re-check your bank account or PayPal activity.
-
Contact your bank or payment provider — it may take additional time before the refund officially appears.
-
If you have done all this and still haven’t received your refund, please email us at support@morashafricangroceries.com.
9. Delivery Errors
In the rare case that you receive the wrong item(s), please contact us within 48 hours.
We will arrange for a replacement or issue a full refund where necessary.
10. Contact Us
If you have any questions about this Privacy Policy or how we handle your data, please contact:
Morash African Groceries Ltd
📍 1 Anderby Road, Southampton, UK, SO16 9PJ
📧 support@morashafricangroceries.com
📞 +44 7391 661863