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Continue ShoppingReturns & Refunds
Last updated: 1st September, 2026
We want every customer to be genuinely happy with their order. Because we sell food and grocery items, our returns process works a little differently from clothing or electronics but our promise remains the same: a trial always ends in a smile.
1. Our Easy Return Promise
If something is wrong with your order, we’ll make it right. You have 7 days from the date of delivery to report an issue and request a return, replacement, or refund.
2. What Can Be Returned
Because our products are consumable food items, returns are accepted only under the following circumstances:
- You received the wrong product (e.g., a different item than what you ordered)
- Your product arrived damaged (e.g., a leaking honey bottle, torn garri packaging)
- Your product is defective or spoiled at the point of delivery
- Your order is incomplete (missing items from what you paid for)
- The seal was broken or tampered with before it reached you
For food safety reasons, we cannot accept returns simply because you changed your mind, once a product’s seal has been opened or broken. This is standard practice for consumable grocery items and helps us guarantee the safety and quality of every product for all our customers.
3. What Cannot Be Returned
- Products that have been opened, used, or partially consumed (unless the issue is a quality/safety defect)
- Products returned after the 7-day window has passed
- Products without proof of purchase (order confirmation, receipt, or invoice)
- Items damaged due to misuse or improper storage after delivery
4. How to Request a Return
- Contact us within 7 days of delivery via WhatsApp or phone.
- Provide your order details, order number, date of purchase, and product(s) affected.
- Share clear photos or a short video of the product and its packaging, showing the issue clearly.
- Wait for confirmation our team will review your claim, usually within 24-48 hours.
- If approved, we’ll arrange for the item to be picked up, replaced, or refunded, depending on the situation and your preference.
Contact us to start a return:
- WhatsApp: 0807 774 2622
- Phone: 0708 730 9468 / 0818 723 0918
5. Replacement vs. Refund
Where a return is approved, you can choose between:
- Replacement: We’ll send you a new unit of the same product at no extra cost.
- Refund: We’ll refund the value of the affected item(s) via bank transfer or your original payment method.
Delivery/shipping fees are refunded only in cases where the fault was on our end (e.g., wrong item sent, damaged product, or a delivery error).
6. Refund Timeline
Once your return is approved:
- Processing time: Refunds are initiated within 2-3 business days of approval.
- Bank transfer refunds: Typically reflect within 5-7 business days, depending on your bank.
- You will receive a confirmation message once your refund has been processed.
7. Order Cancellations
- Orders can be cancelled free of charge before they have been shipped. Simply contact us as soon as possible.
- Once an order has been shipped, it can no longer be cancelled but you may request a return once it arrives, if it meets the conditions in Section 2.
8. Bulk & Wholesale Orders
Returns for bulk or wholesale purchases are handled on a case-by-case basis. Please contact us directly to discuss any issues with a large or wholesale order.
9. Our Commitment
We stand behind the quality of every product we sell. If something isn’t right, we genuinely want to know not just to fix it, but to make sure it doesn’t happen again. That’s the uncommon standard we hold ourselves to.
10. Changes to This Policy
Uncommon Harvest Global Limited reserves the right to update this Returns & Refunds Policy at any time. Changes will be posted on this page with a revised “Last updated” date.
9. Need Help?
WhatsApp: 0807 774 2622 Phone: 0708 730 9468 / 0818 723 0918 Business Hours: Monday – Saturday, 8:00 AM – 6:00 PM