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Returns

Returns & refunds

Seven days to send non-perishables back, and anything damaged comes back whenever. Here is exactly how it works.

What we take back

In summary: returns are accepted within 7 days of delivery for non-perishable items, unused and in their original packaging.

Eligible for return

  • Non-perishable items. Returnable within 7 days of delivery, unused and in original packaging.
  • Damaged or defective items. Anything, perishables included, can come back if it arrived damaged or faulty.
  • Wrong items delivered. If we sent the wrong thing, we replace it at no cost to you.

Not eligible for return

  • Perishables — fresh produce, dairy, meat — unless damaged or defective
  • Items that have been opened, used, or are no longer in original packaging
  • Gift cards and promotional items

How to return an item

The process

  1. Step 1: Contact customer service

    Get in touch within 7 days of receiving your order, with your order number to hand.

  2. Step 2: Tell us what and why

    Share the item or items you want to return and the reason. Photos help if something arrived damaged.

  3. Step 3: Arrange pickup or drop-off

    We arrange a collection at a time that suits you, or you can drop the item at the Mazowe branch during opening hours.

  4. Step 4: Receive your refund

    Once we have the item back and have inspected it, your refund is processed within 5–7 business days.

How refunds are paid

Refunds go back to the method you paid with. Timings from the day we finish inspecting the return:

  • Credit and debit card5–7 business days
  • EcoCash and OneMoney2–3 business days
  • Bank transfer5–7 business days
Note: delivery fees are not refunded unless the return is down to our error — a wrong or damaged item.

If something arrives damaged

  1. Step 1: Photograph it

    Clear photos of the item and its packaging.

  2. Step 2: Call or email us straight away

    Quote your order number and send the photos across.

  3. Step 3: We collect and replace it free

    Free pickup, then an immediate replacement or a full refund — your choice.
Our quality guarantee: we inspect everything before dispatch. If a perishable item is not up to standard, we replace it free of charge.

Common questions

On exchanges: we do not offer direct swaps yet. For a different item, return the original for a refund and place a new order. A proper exchange flow — where you swap without waiting on the refund — is in the works.

Can I return items bought on sale or with a discount?
Yes. The return policy applies to everything, whether it was bought at full price or on promotion.
What if I'm not home when the pickup is arranged?
You can reschedule the pickup for a time that works better, or drop the item at our Mazowe branch during opening hours.
Do I need the original receipt?
No. It helps, but your order number is enough for us to process the return.
How do I track my refund?
You will get an email and SMS at each stage: when we receive the return, when it has been inspected, and when the refund is sent.
How long do refunds actually take?
Five to seven business days from inspection for cards and bank transfers, two to three for EcoCash and OneMoney.

Start a return

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