Refund and Returns Policy for Nana Esi’s Kitchen
At Nana Esi’s Kitchen, we are committed to delivering the highest quality food and customer satisfaction. We understand that sometimes things don’t go as planned, and we want to ensure that our customers have a smooth and transparent experience when it comes to refunds and returns.
Please take a moment to review our Refund and Returns Policy below.
Returns Policy
Due to the nature of our products, which include freshly prepared food, we do not accept returns. Once an order has been delivered or picked up, it cannot be returned.
However, if there is a problem with your order, such as receiving incorrect items or items that are damaged or spoiled, please contact us immediately. We will do our best to resolve the issue promptly.
1.1 Reporting Issues with Your Order
If you encounter any issues with your order, please contact us within 24 hours of receiving your delivery or picking up your order. We require this information to ensure that we address your concerns efficiently:
Photos of the damaged or incorrect items (if applicable)
Your order number
A description of the issue
Refund Policy
We want all our customers to enjoy their meals, but if there’s a problem with your order, we offer refunds under specific conditions:
2.1 Refund Eligibility
Refunds may be issued in the following situations:
Your order was delayed beyond the agreed-upon delivery time.
You received the wrong items.
Your order was incomplete.
The food was delivered in poor condition (e.g., spoiled, damaged, or incorrect temperature).
2.2 How to Request a Refund
To request a refund, please contact us via the details provided below within 48 hours of receiving your order. You will need to provide:
- Your order number
- A clear description of the issue
- Photos of the items if applicable (e.g., incorrect or damaged products)
- Any other relevant information that can help us resolve the issue
Once we receive your refund request, we will review the situation and, if eligible, process a refund to the original payment method.
2.3 Non-Refundable Items
Refunds will not be provided in the following circumstances:
- If you simply changed your mind after receiving your order.
- If the food was consumed or partially consumed.
- If you failed to contact us within the required timeframe (48 hours after receiving your order).
3. Exchanges
As we deal with fresh, prepared food, we do not offer exchanges for any items once the order has been delivered or picked up. If there is a problem with your order, please refer to the Refund Policy for guidance on how to handle the issue.
4. Cancellations
You may cancel your order only before it has been prepared or dispatched. If you need to cancel your order, please contact us as soon as possible. Once an order has been processed or dispatched, cancellations will no longer be accepted.
4.1 Cancellations
To cancel an order, please email us or call our customer support team. Provide your order number, and we will notify you whether cancellation is possible at that stage.
5. How Refunds are Processed
If your refund request is approved, the refund will be processed to the original payment method used for the purchase. Please allow up to 7-10 business days for the refund to appear on your account, depending on your bank or payment provider.
6. Customer Service
If you have any questions or concerns about our Refund and Returns Policy, please do not hesitate to reach out to us. We are here to assist you and ensure that you have the best possible experience with Nana Esi’s Kitchen.
Contact Information:
Email: info@nanaesiskitchen.com
Phone: (915) 449-0876
