Last Updated: 2 November 2026
At [Your Store Name], we want you to enjoy every product you order from us. We take care to ensure that our African food products are properly packaged and delivered in good condition.
However, we understand that issues can sometimes arise. This policy explains how we handle returns, damaged items, incorrect orders and refunds.
Due to the nature of food products, certain items may not be eligible for return, particularly where they are perishable or where health and hygiene considerations apply.
However, this does not affect your statutory rights under UK consumer law.
If you receive a product that is faulty, damaged, incorrect or not as described, please contact our customer support team so we can investigate and provide an appropriate resolution.
For food safety and hygiene reasons, we generally cannot accept returns of:
Opened food packages or products.
Fresh and perishable food items where the law permits exclusion.
Products that have been improperly stored or handled after delivery.
Products with damaged seals due to customer handling.
This does not exclude your legal rights if a product is faulty, unsafe or not as described.
If your order arrives damaged, incomplete or contains an incorrect product, please contact us as soon as possible.
To help us resolve the issue quickly, please provide:
Your order number.
A description of the issue.
Clear photographs of the affected product and packaging, where possible.
Depending on the circumstances, we may offer a replacement, refund or another appropriate solution.
We recommend reporting damaged, incorrect or missing items within 48 hours of delivery so that we can investigate promptly.
This suggested reporting period does not limit any statutory consumer rights you may have under UK law.
Where a refund is approved, it will generally be processed using the original payment method.
The time it takes for the money to appear in your account may depend on your bank or payment provider.
We will notify you once your refund has been processed.
If you wish to cancel an order, please contact us as soon as possible.
We will do our best to accommodate cancellation requests before an order is dispatched.
Some products, including certain perishable food items and sealed goods, may be subject to exceptions under UK cancellation laws. We will explain any applicable restrictions.
Nothing in this policy removes your statutory cancellation or refund rights.
If an item is missing from your order, please contact our support team with your order number and details of the missing product.
We will investigate and arrange an appropriate resolution.
For return, refund or order-related enquiries, please contact:
Email: hello@rosesfoods.com
Phone: +44 7925 270365
Business Address: 50 Princes Street, Ipswich, Suffolk, IP1 1RJ
We appreciate your understanding and the opportunity to make things right.
