Policies
Return and Refund Policy
Report damaged, incorrect or defective items promptly with photos. Packed products and perishable fresh fruit follow separate rules.
Draft template — to be reviewed by a qualified legal professional before publication. Items shown in [square brackets] are company-specific details that are still to be confirmed.
We want you to be satisfied with your order. Because packed food products and fresh fruit are very different, they follow separate return rules.
Packed moringa products
- If you receive a product that is damaged, incorrect, defective or past its best-before date, please contact us within [number of days to be confirmed] of delivery.
- Share your order reference and clear photos of the product, label and packaging.
- For food safety and hygiene reasons, opened products cannot be returned unless they are defective or not as described.
- Once we verify the issue, we will offer a replacement or a refund, as appropriate.
Fresh Apple Ber
- Fresh fruit is perishable. Please inspect your consignment on delivery.
- Report any problems — such as damage, spoilage or a grade different from what was agreed — at delivery or within [number of hours to be confirmed], with photos.
- For bulk and trade orders, quality grades and acceptance terms are those agreed in the written quote or order confirmation.
- Natural variation in size, colour and appearance within an agreed grade is not a defect.
Refunds
- Approved refunds are made to the original payment method or by another method agreed with you.
- Refunds are processed within [timeline to be confirmed] of approval.
- Delivery charges are refunded where the return is due to our error. [Other cases to be confirmed.]
Items that cannot be returned
- Opened packed products that are not defective.
- Fresh fruit reported after the reporting window, or damaged after delivery through improper storage.
- Products bought under a written agreement that sets different terms.
How to request a return or refund
Contact us through our Contact page, choosing "An existing order" as the subject, and include your order reference and photos.
This policy does not affect your rights under applicable consumer protection law.