Returns & refunds

Returns & refunds

We want every delivery to be right.

Check your order at the door

Please check your items before giving the agent your delivery code. If something is missing, damaged or wrong, tell the agent and they'll note it on the order.

Reporting a problem after delivery

You can open a complaint from Orders → your order → Report a problem within:

1. 24 hours for fresh produce, dairy, eggs and bakery items;
2. 7 days for packaged groceries, household and personal-care products.

Add a photo if you can — it helps us resolve things faster.

What happens next

• Our team reviews your complaint, usually within one working day.
• If we agree something went wrong, we'll offer a replacement on your next delivery or a refund.
• Refunds go back to the original payment method: MTN MoMo and Airtel Money refunds usually arrive within 24 hours.

Items we can't take back

For hygiene reasons we can't accept returns of opened personal-care or baby-care products unless they were faulty.

Need a hand? See the Help centre.