Policy
Refund and Returns Policy
This page explains how refunds, replacements and order issues are handled at The Top Afrimart.
Damaged, missing or incorrect items
If anything arrives damaged, missing, or different from what you ordered, let us know within 24 hours of delivery. A photo of the item helps us resolve it faster. Once we’ve confirmed the issue, we’ll offer a replacement on your next delivery or a refund for the affected item, whichever suits you best.
Fresh and frozen goods
Because our groceries are perishable and sourced fresh for your specific delivery day, they’re exempt from the standard 14-day “change of mind” cancellation right that applies to most online purchases under the Consumer Contracts Regulations 2013. We’re still happy to help with any genuine quality issue under the terms above.
Cancelling an order
You can cancel or amend your order any time before we begin sourcing it. Since we source fresh on the morning of your delivery day, please contact us as early as possible, ideally the day before, so we can action the change before shopping begins.
How refunds are issued
Approved refunds are returned to your original payment method via Stripe, our payment provider. Refunds typically appear within 5 to 10 business days, depending on your bank.
Your statutory rights
This policy sits alongside, and does not affect, your statutory rights under the Consumer Rights Act 2015, including your right to a refund or replacement for goods that are faulty, not as described, or not of satisfactory quality.
Questions about this policy
Get in touch and we’ll be happy to help.