Refund policy

Surulere Foods - Return & Refund Policy

Effective Date: 16/02/23

1. Overview

Welcome to www.surulerefoods.com (the “Site”), operated by Surulere Foods (“we,” “us,” or “our”). We pride ourselves on offering quality products, including but not limited to:

  • Perishable food items (fresh, frozen, and ambient)
  • Household goods
  • Alcoholic and non-alcoholic beverages
  • Well-being and health products
  • Hair extensions, braids, and other related accessories

We recognise that there may be instances when a product does not meet your expectations or arrives in a condition unfit for use. This Return and Refund Policy (“Policy”) explains how we handle such scenarios. By placing an order on our Site, you agree to the terms of this Policy.

2. No Monetary Refunds

  1. Store Credit Vouchers Only

    • Surulere Foods does not offer refunds in the form of cash, credit/debit card returns, or other payment reversals.
    • Approved returns or cancellations will result in a store credit voucher equal to the original purchase price of the returned item(s).
    • Store credit vouchers may be redeemed for future purchases on www.surulerefoods.com and will be subject to any expiry dates or usage limits stated on the voucher.

  2. Exchanges / Similar Product Substitution

    • If the specific product you ordered is unavailable, we may offer you a similar or higher-value product for substitution.
    • If the alternative item is priced higher, we may charge you the difference; if it is priced lower, you will receive a store credit for the price difference.
    • You have the option to decline the substitute product and opt for a store credit instead.

3. Returns for Perishable Items

Due to the nature of our perishable and time-sensitive products, we maintain strict guidelines:

  1. Inspection on Delivery

    • We strongly encourage you to inspect perishable items immediately upon delivery. If the product is spoiled, damaged, or compromised (e.g. temperature abuse for frozen goods), contact us within [24-48 hours] of receipt for an expedited resolution.

  2. Reporting Issues

    • For any perishable item found to be defective or unsafe upon delivery, please provide photographic or video evidence. This documentation helps us evaluate the item’s condition and expedite your return request.

  3. Return Window

    • Perishable goods must be reported promptly to be eligible for store credit. Late claims (beyond [24-48 hours]) may not be accommodated, given the shelf life and storage requirements of perishable products.

4. Returns for Non-Perishable Items (Household Goods, Drinks, Hair Extensions, etc.)

  1. Eligibility

    • Household goods, sealed beverage products (alcoholic or non-alcoholic), and well-being/health products are eligible for return only if they are unopened, unused, and in their original packaging.
    • Hair extensions, braids, and other hair accessories must be unused, in their original packaging, and in a resalable condition to be eligible for a return.

  2. Return Window

    • You must initiate a return request for non-perishable items within [X days] of the delivery date.
    • Any item returned without prior authorisation or after the return window may be declined.

  3. Excluded Items

    • Opened or partially consumed food items, drinks, supplements, and personal care items are generally non-returnable, unless they arrived damaged or faulty.
    • Underwear, swimwear, or other sanitary items (if applicable to your inventory) are non-returnable for hygiene reasons, unless faulty.

5. Return Process

  1. Submit a Return Request

    • Contact our Customer Support at returns@surulerefoods.com or complete the returns form on our website. Please provide:
      • Order number
      • Reason for return
      • Relevant photos/videos (especially for damaged or perishable items)

  2. Authorisation & Instructions

    • Our team will review your request and respond with approval or a reason for denial.
    • If approved, we will provide you with instructions on how and where to ship the product back, if a physical return is required.

  3. Shipping Costs

    • Unless the return is due to our error (e.g. wrong item shipped), customers are responsible for the return shipping and related costs.
    • We recommend using a trackable shipping service or purchasing shipping insurance. We are not responsible for returns lost in transit.

  4. Inspection & Store Credit Issuance

    • Once we receive and inspect the returned product (if a return is indeed required), we will confirm whether it meets the eligibility criteria.
    • If approved, you will receive an email notification with details of your store credit voucher.

6. Store Credit Vouchers

  1. Redemption

    • Store credit vouchers can only be used for future purchases at www.surulerefoods.com.
    • To apply your voucher, enter the voucher code at checkout.

  2. Validity

    • Vouchers may carry an expiry date (e.g. 12 months from the date of issue). If not used by the expiry date, the credit may lapse.
    • Vouchers are non-transferable and cannot be redeemed for cash or any other form of financial settlement.

7. Alcoholic Beverages

  1. Legal Age
    • By purchasing alcoholic beverages, you confirm that you are of legal drinking age in your jurisdiction.
  2. Quality & Storage
    • Once delivered, proper handling and storage of alcoholic products are the customer’s responsibility.
    • Returns on alcoholic products are considered on a case-by-case basis, particularly if there was an error in the order or damage in transit.

8. Disclaimer & Limitation of Liability

  1. No Guarantee of Product Suitability
    • While we endeavour to ensure product quality, Surulere Foods cannot guarantee that a product will be suitable for every individual’s tastes, dietary restrictions, or requirements.
  2. Health & Safety
    • For any health, dietary, or allergen concerns, please read labels carefully and consult with a health professional as needed.
  3. Liability
    • Surulere Foods’ liability is limited to the cost of the product purchased. We are not liable for any indirect, incidental, or consequential damages.

9. Changes to This Policy

Surulere Foods reserves the right to amend or update this Policy at any time. Any substantial change will be posted on our Site with a new effective date. We recommend reviewing this Policy periodically to stay informed of our current practices.

10. Contact Us

If you have questions, concerns, or need clarification regarding our Return & Refund Policy, please reach out to us at: