Introduction

Thanks for shopping with Jenari!

We want you to be happy with your purchases, so we offer refunds for both perishable and non-perishable items within six (6) hours of delivery.
To learn more about our refund policy, please read this guide. But please keep in mind that once you’ve paid for food items, you can’t cancel your order on the day of delivery. If you do need a refund, we’ll process it through either your Pricepally wallet or your bank account, unless our refund policy says otherwise.   

Guidelines for Refund

If we are unable to provide a food item you ordered at the requested time and your order is less than £25 (twenty five pounds), we will refund the amount to your Jenari wallet. You can use this refund to buy other items immediately or at a later time. If your order is above £25 (twenty five pounds), we can refund the amount to your Jenari wallet or directly to your bank account, whichever you prefer. If the food item delivered is inadequate, we will only refund the amount to your Jenari wallet.

N.B: Please note that all returns/refunds will be considered on a case-by-case basis, taking into account the availability of the food item, logistics, and reasonable grounds.   

Eligibility for Refund

Perishable Food Items: Our refund policy for perishable food items covers a variety of products, including fresh tomatoes, fresh peppers, meat, fish, and fruits and vegetables. If you are unsatisfied with the quality of these items, you may request a refund within six (6) hours of receiving your delivery.

To be eligible for a refund, you must have made a complaint to Jenari on the day of delivery and provided picture or video evidence of the unsatisfactory order.

We typically require visual evidence to ensure that we can process your refund or return promptly.

Non-Perishable Food Items: Our refund policy applies to various food items such as Grains (Rice, Beans, Corn), Roots (Plantain, Potatoes), Tubers (Yams), and other dry items (spices). If you receive any of these items and wish to return them, you must do so within 72 hours of delivery.

However, there is a prerequisite for this return and refund to take place. You need to have lodged a valid complaint within six (6) hours of receiving the food items.

Our team at Jenari will confirm your complaint, and we may request picture evidence to ensure a smooth return or refund process.   

Exempted Food Items for Return/Refunds

Under this policy, Jenari will not accept any returns or issue refunds for any food items (regardless of whether they are perishable or non-perishable) unless a valid complaint is filed within 6 hours of receipt of delivery and confirmed by Jenari.   

Delayed Refunds

Once Jenari confirms your refund, kindly check your Jenari wallet or bank account to confirm if the refund has been processed.

If the refund was sent directly to your bank account, please allow some time for the refund to be officially posted by your bank.

In case you have checked your accounts and have not received your refund, please contact us at hello@jenari.co.uk, via WhatsApp at 07879315979, or call 07879315979 for assistance.   

Cost of Transportation for Returns

If food items are defective or the customer has a valid complaint registered with Jenari, the cost of transportation for the return of the items will be covered by Jenari. However, if the customer rescinds or changes an initial order, they will be responsible for bearing the cost of transportation.