Returns & Refunds

Your satisfaction matters to us. If something isn't right with your order, we'll do our best to make it right quickly and fairly.

Report within 24 hours

All complaints about wrong, damaged, or missing items must be reported within 24 hours of delivery. Fresh produce complaints must be raised on the day of delivery. After this window, we may not be able to process a refund.

What qualifies for a return or refund

Eligible

Item delivered is different from what was ordered
Item arrives visibly damaged, spoiled, or tampered with
Item is past its expiry date at time of delivery
Significant quantity shortfall (e.g. ordered 5kg, received 3kg)
Duplicate charge for the same order

Not eligible

Fresh produce returned after 24 hours of delivery
Items that have been opened, consumed, or used
Change of mind after delivery
Waybill orders: items not inspected at park before collection
Discounts or coupon codes applied in error (user error)

How to raise a complaint

Take photos or a short video

Before anything else, photograph the item(s) clearly — the packaging, the product itself, and (if relevant) the expiry date label. This evidence is essential for us to process your claim quickly.

Send your complaint via WhatsApp to 0707 123 7413 or call us on the same number. Include your order number (found in My Orders), a description of the issue, and your photos.

We review and respond

Our team reviews your complaint, typically within a few hours on business days. We may ask follow-up questions or request additional photos.

Resolution

Depending on the issue, we'll offer one of the following: a replacement with your next order, store credit, or a refund to your original payment method.

Refund timelines

Card / Paystack refunds

Refunds to your debit or credit card via Paystack typically take 3–7 business days to reflect, depending on your bank.

Bank transfer refunds

If you paid via bank deposit, refunds are processed as a direct bank transfer within 1–3 business days after approval. We'll need your account details.

Store credit

Store credit (in the form of a coupon code) is issued instantly and can be used on any future order with no expiry.

Our commitment to you

We source fresh products daily and take quality seriously. If we make a mistake, we own it and fix it. We trust our customers to raise genuine issues — and in return, we commit to responding promptly and treating every complaint fairly.

If you have a complaint that our team has not been able to resolve to your satisfaction, please escalate by calling us directly on 0707 123 7413.

Have an issue with a recent order?

Karis Supermarket