Refund Policy
This Refund Policy explains when and how refunds are issued on the Food Bundles platform, and how refunded amounts are returned to you.
1. Overview
Food Bundles is committed to a fair and transparent refund process. Refunds are issued by topping up the refunded amount to your Food Bundles wallet balance. Once approved, the wallet top-up is processed within 7 days. Refunds are recorded in your transaction history so you can always see what has been returned to you.
2. When Can I Request a Refund?
2.1 Report at delivery
You must report any refund issue immediately upon delivery, while our logistics staff are still present at your location. If the issue is not reported at the time of delivery, you will not be able to report a refund for that order.
2.2 Quality issues on delivery
- You must report quality issues immediately at the time of delivery, while our logistics staff are still present.
- We will arrange pickup where applicable and provide a full refund or replacement.
- If products do not match the promised quality or specification and are identified at delivery, affected products will be replaced, returned, or the value credited to your account, as determined by Food Bundles.
2.3 Damaged items
Report damaged items immediately upon delivery, before our logistics staff leave. We will provide an immediate replacement or a full refund at no cost to you.
3. How Refunds Are Issued
Topped up to your wallet balance
Approved refunds are topped up to your Food Bundles wallet/account balance and become available for future orders and top-ups.
Processing time up to 7 days
Refunded amounts are topped up to your wallet within 7 days of approval.
Recorded as a REFUND transaction
Every refund is recorded in your transaction history as a REFUND, keeping your account records accurate and transparent.
4. What Refunds Do Not Cover
- Issues not reported at the time of delivery while our logistics staff were still present.
- Products that were accepted at delivery and are no longer unused or unopened.
- Issues reported after our logistics staff have left the delivery location.
- Losses caused by misuse, negligence or failure to follow storage or handling instructions.
- Refund requests for the same order or item where a refund has already been issued, to prevent duplicate refunds.
5. How to Request a Refund
To initiate a refund request, report the issue to our logistics staff at the time of delivery, or contact our support team with your order details:
- Phone / WhatsApp: +250 796 897 823
- Email: sales@food.rw
Please include your order number, the items concerned and the reason for the request. We will review your request and confirm the outcome within a reasonable timeframe.
6. Contact for Further Questions
If you have any questions about this Refund Policy or a refund request, please contact us at sales@food.rw or call +250 796 897 823.
Business hours: Mon-Fri, 9am - 6pm