Refund & Return Policy

Last Updated: March 08, 2026

At DUABA AFRO FOODS LTD, we stand behind the quality of our African and Caribbean grocery products. We understand that sometimes you may need to return an item. This policy is designed to provide clear and transparent guidelines for returns and refunds, ensuring your shopping experience is stress-free.

1. Return Period (30 Calendar Days)

You have 30 calendar days from the date you received your item to request a return. If 30 days have gone by since your delivery, we unfortunately cannot offer you a refund or exchange.

2. Eligibility Criteria for Returns

To ensure a successful return, please confirm that the item meets the following requirements:

The item must be in the same condition that you received it.
The item must be unopened, unused, and in its original packaging.
All tags, labels, and seals must be intact.
You must provide the order number or proof of purchase.

Note on Perishable Goods: Due to the nature of our business (African Food & Groceries), certain perishable items such as fresh vegetables, frozen fish/meat, or short-life dairy products are generally not eligible for return unless they arrived damaged or defective.

3. How to Initiate a Return

To start a return, please follow this professional process:

Contact Us: Email our support team at admin@duaba.co.uk with your order number and clear photos of the item you wish to return.
Approval: We will review your request within 24–48 hours.
Return Shipping: If your return is accepted, we will provide you with the return shipping address.
Important: Please do not send items back to the manufacturer or our warehouse without receiving prior approval from us.

4. Return Shipping Costs

Damaged or Incorrect Items: If the return is due to our error (e.g., you received the wrong item or a damaged product), DUABA AFRO FOODS LTD will bear the full cost of return shipping.
Change of Mind: If you are returning an item due to a change of mind or personal preference, you will be responsible for paying the return shipping costs. Shipping costs from the original order are non-refundable.

5. Refund Process & Timeline (10 Business Days)

Once your return is received and inspected by our quality control team, we will notify you of the approval or rejection of your refund.

Inspection: This usually takes 1–2 business days (Mon to Fri) after the item reaches us.
Approval: If approved, your refund will be processed immediately.
Refund Method: The refund will be credited back to your original method of payment (e.g., credit card, debit card).
Timeline: It may take up to 10 business days (Mon to Fri) for the refund to reflect in your bank account, depending on your bank or card issuer’s processing times.

6. Damaged, Defective, or Incorrect Items

Please inspect your package immediately upon delivery. If you find any issues (damaged, missing, or incorrect items), you must report them to us within 48 hours of delivery. Contact us at admin@duaba.co.uk with photos of the damaged product and the outer packaging.

7. Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please email us at admin@duaba.co.uk for other items, we recommend returning the original item for a refund and placing a new order.

8. Non-Returnable Items

For health and hygiene reasons, the following items cannot be returned:

Opened food packets, spices, or condiments.
Perishable fresh or frozen goods (unless damaged upon arrival).
Health and beauty products with broken seals.
Gift cards.

9. Order Cancellation

You have a 24-hour window from the time of purchase to request a cancellation. If the order has already been processed or shipped, the standard return policy will apply.

10. Late or Missing Refunds

If you haven’t received your refund after 10 business days:

Check your bank account or contact your credit card company again.
If you still see no refund, please contact us at admin@duaba.co.uk and we will investigate the transaction immediately.