Refund & Returns Policy

At Eden Afro-Caribbean Superstore, we take great care to ensure that your order is prepared, packed and delivered to you in good condition. If there is a problem with your order, please contact us as soon as possible so that we can resolve it promptly and fairly.

 

1. Reporting Missing, Damaged or Incorrect Items

Please inspect your order as soon as it is delivered and notify us within 24 hours of delivery if:

• An item is missing;
• An item has been damaged in delivery;
• You have received an incorrect item; or
• An item appears to be faulty or does not correspond with the description provided.

Where appropriate, we may ask you to provide photographs of the item, its packaging and/or the condition of the goods to help us assess the issue and liaise with our delivery provider.

Where an item is confirmed to be missing, damaged, incorrect or faulty, we may, depending on the circumstances and availability, offer a replacement, refund or other appropriate remedy in accordance with your statutory rights.

 

2. Perishable, Frozen and Chilled Products

Because of their nature, perishable, frozen, chilled and other temperature-sensitive products cannot ordinarily be returned simply because you have changed your mind.

This includes, but is not limited to:

• Frozen foods;
• Smoked products;
• Fresh fruit and vegetables;
• Plantains;
• Bread and bakery products;
• Fresh peppers and other fresh produce; and
• Other products liable to deteriorate or expire rapidly.

This exclusion does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied, unsafe or otherwise does not conform to the contract.

 

3. Non-Perishable Products — Change of Mind

For eligible non-perishable products purchased online, customers may have a statutory right to cancel their order within the applicable cancellation period.

Returned goods should be unused, unopened and, where reasonably applicable, in their original packaging and in a condition suitable for resale.

Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, we reserve the right to make any lawful deduction from the refund to reflect any reduction in the value of the goods.

 

4. Refunds

Where a refund is agreed, we will process it using the original payment method wherever reasonably possible.

Although we aim to process refunds promptly, card and PayPal refunds may take up to 7 working days to appear in the customer's account, depending on the payment provider.

Where the law requires a refund to be made within a specific period, the applicable statutory timeframe will apply.

 

5. Proof of Purchase

We may require reasonable evidence of purchase, such as an order number, receipt or other proof of payment, before processing a return, replacement or refund.

 

6. Our Commitment to You

Nothing in this policy is intended to exclude, restrict or limit any rights or remedies that you have under applicable consumer law.

Where a statutory right applies, that right will take precedence over this policy.

If you have any questions regarding a return or refund, please contact us and we will be happy to assist.