Refund and Returns Policy

Effective Date: January 2025

At Naija Home Food, we strive to provide freshly prepared, high-quality meals to all our customers across Lagos. Due to the perishable nature of food, refunds and returns are handled under the following conditions:

1. General Policy

  • All meal orders are final and non-returnable once delivered.

  • Refunds are not offered for change of mind or late cancellations after payment has been confirmed.

2. Refund Eligibility (Customisable Options)

Refunds or replacements may be issued only under the following circumstances:

  • Order Error (Vendor’s Mistake):
    If we deliver the wrong meal, a missing item, or an order significantly different from what you purchased.

  • Food Safety Issue:
    If a meal is found to be spoiled, contaminated, or unsafe to eat at the point of delivery, and reported immediately upon receipt with proof (photo/video).

  • Failed Delivery:
    If an order is not delivered due to vendor error or logistics failure within the promised timeframe, and no alternative delivery is agreed upon.

3. Non-Refundable Situations

No refunds or returns will be provided for:

  • Meals not consumed within the recommended timeframe after delivery.

  • Situations where the customer failed to inform us of taste preference, allergies or dietary restrictions.

  • Delays caused by traffic or weather conditions outside our control.

  • Incorrect delivery addresses provided by the customer.

4. Requesting a Refund or Replacement

  • Customers must report issues within 5 minutes of receipt of food delivery via our customer service:

  • Requests should include:

    • Order number

    • Description of issue

    • Photo/video evidence where applicable

5. Refund Method

  • Approved refunds will be processed via the original payment method (card, transfer, mobile money, etc.) within 5–7 business days.

  • In some cases, a meal replacement or credit voucher may be offered instead of a cash refund.

6. Our Right to Refuse

We reserve the right to deny refund or replacement claims that are:

  • Found to be fraudulent, abusive, or repetitive.

  • Reported without adequate proof.

7. Governing Law

This Refund & Return Policy is governed by the laws of the Federal Republic of Nigeria, with jurisdiction in Lagos State courts.