Refunds, Returns & Compensation Policy
How we handle refunds, returns and compensation — fair, transparent, and fully compliant with UK consumer law.
At Pelhan Foods, we take pride in delivering authentic, high-quality African groceries to your doorstep in the best possible condition. Because many of our products are perishable or temperature-sensitive, we follow strict food-safety standards and comply with UK consumer law.
You can view our full delivery options and timeframes on our Delivery Policy.
No Change-of-Mind Returns
Due to the perishable nature of most of our goods—including fresh and frozen foods—we cannot accept returns or cancellations once an order has been dispatched.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, incorrect, or missing items, please contact us within 24 hours of delivery with your order number and clear photos of the packaging and affected items.
We’ll assess the issue and, where appropriate, offer a replacement.
Delivery Methods & Refund Eligibility
Our refund or replacement eligibility depends on the delivery method used. Below is a summary of our approved delivery categories and the corresponding refund process if an issue occurs:
| Delivery Method | Weight Range | Delivery Time | Cost | Refund / Resolution Policy |
|---|---|---|---|---|
| Standard Delivery (Post Office Pickup) | 2kg – 4kg | 2–3 working days | £2.62 | No Refund. |
| Standard Delivery (Doorstep Delivery) | 2kg – 4kg | 2–3 working days | £6.50 | Refund or resend if delay exceeds 7 working days |
| Standard Delivery (Doorstep Delivery) | 5kg – 9kg | 2–3 working days | £7.50 | Refund or resend if delay exceeds 7 working days |
| Standard Delivery (Doorstep Delivery) | 10kg – 19kg | 2–3 working days | £12.00 | Refund or resend if delay exceeds 7 working days |
| Standard Delivery (Scotland) | 14kg – 28kg | 2 working days | £15.00 | Refund or resend if delay exceeds 7 working days |
| Standard Delivery (Northern Ireland) | 20kg – 28kg | 2 working days | £19.00 | Refund or resend if delay exceeds 7 working days |
| Express / Next-Day (Doorstep Delivery) Express | 0kg – 1.5kg | 1 working day | £4.50 | Refund or resend if delay exceeds 7 working days. |
| Express / Next-Day (Doorstep Delivery) Express | 2kg – 4kg | 1 working day | £7.50 | Refund or resend if delay exceeds 7 working days |
| Express / Next-Day (Doorstep Delivery) Express | 5kg – 9kg | 1 working day | £8.50 | Refund or resend if delay exceeds 7 working days |
| Express / Next-Day (Doorstep Delivery) Express | 10kg – 19kg | 1 working day | £12.60 | Refund or resend if delay exceeds 7 working days |
| Express / Next-Day (Doorstep Delivery – England & Wales) Express | 10kg – 25kg | 1 working day | £10.00 | Refund or resend if delay exceeds 7 working days |
Refund Processing Time
Once a refund has been approved, we’ll issue it to your original payment method within 5–10 working days.
You’ll receive a confirmation email once the refund has been processed. Banks and card issuers may take additional time to post the refund to your account.
Refund Forfeiture
In the event where a customer abandons a refund request, or where there is a failure to provide further information needed to process a refund, or missing information, and no response from the customer after 21 days of initiating a refund request, the refund will be forfeited.
Deduction of Processing Fee
Please note that in the event of a refund, processing fees, chargeback/dispute fees charged by third-party payment providers (such as Stripe) will be deducted from the money paid by the customer. The refund will therefore be less any applicable charges imposed by the card/payment provider.
Preorders and Special Orders
Kindly note that items pre-ordered or specially ordered are final sale and non-refundable.
Non-Perishable Items
For non-perishable products (e.g. dry goods, packaged snacks, etc.), returns may be accepted if:
- The item is unused and unopened.
- You contact us within 7 days of receipt.
- We authorise the return before dispatching it.
Customers are responsible for return postage unless the product was faulty or incorrect.
Lost, Missing or Damaged Packages
Kindly note that in the event where packages were lost or missing in transit or not delivered by the courier within the stipulated delivery timeframe, compensation for such package is limited to standard courier cover (£50) being paid by the courier company after all due process.
Also, where packages were marked as damaged and being disposed of by the courier company, Pelhan Foods will not be liable for a return or compensation, except for any amount that the courier offers to pay in such circumstances, if applicable.
Contact Us
We’re committed to freshness, fairness, and customer satisfaction.
Thank you for choosing Pelhan Foods — your trusted source for authentic African groceries.