1. Eligible for a Refund or Replacement

You may qualify for a refund, replacement, or store credit if:

• You receive the wrong item.
• Your order arrives damaged, spoiled, or contaminated.
• An item is missing from your order.
• Your order is significantly different from what you purchased.
• Wema Food cancels your order or is unable to fulfil it.

2. Reporting an Issue

To help us resolve your concern quickly, please report any issue within 24 hours of delivery for fresh produce and other perishable items.

When submitting your request, please provide:

• Your order number.
• Clear photos or videos of the affected item(s).
• A brief description of the issue.

Failure to report within the required timeframe may affect your eligibility for a refund or replacement, except where otherwise required by applicable law.

3. Delivery Verification

Customers or their representatives are encouraged to inspect their orders upon delivery before accepting them. Acceptance of delivery does not affect the customer's right to report hidden defects within the reporting period.

4. Non-Refundable Items

For food safety and hygiene reasons, refunds or returns cannot be provided for:

• Products that have been consumed or partially used.
• Items damaged due to improper handling or storage after delivery.
• Change-of-mind purchases after successful delivery.
• Complaints submitted after the 24-hour reporting period, except where required by law.

5. Refund Process

Once your request has been reviewed and approved:

• Refunds will be processed within 3–7 business days.
• Refunds will be made to the original payment method wherever possible.
• Where appropriate, refunds may also be issued by bank transfer, store credit, or another method agreed with the customer.
• Depending on the nature of the issue, Wema Food may provide a replacement item instead of a cash refund.

6. Order Cancellation

Customers may cancel an order before it has been dispatched for a full refund.

Orders that have already been dispatched or delivered cannot be cancelled. However, if the order arrives damaged, incorrect, or incomplete, it may still qualify for a refund or replacement under this policy.

7. Quality Guarantee

Every order is carefully inspected before dispatch to ensure it meets our quality standards. If we make a mistake, we will take responsibility by providing a refund, replacement, store credit, or another fair resolution, depending on the circumstances.

8. Right to Decline Fraudulent Claims

Wema Food reserves the right to refuse refund or replacement requests where there is evidence of misuse, fraudulent activity, or claims that cannot be reasonably verified.