Returns, Refunds & Replacement policy.
The policy we outline here applies only to food items we supply, sold and bought by a customer
from Eniola’s Foods online, warehouse or through our retail outlet. At Eniola’s Foods, we supply
food items that are of high-quality to a wide range of wholesalers, retailers and customers
through our retail shop, warehouse and online. Our customers are our priority and we work
closely with them.
Refunds
We may offer Refunds for non-edible grocery products but the item[s] must be returned on the
same day NOT THE NEXT DAY. A proof of purchase will be required for the specific product[s]
and the product must be returned in its original packaging provided item[s] are NOT
TAMPERED WITH.
* Please note that we will not refund for non-edible grocery product[s] bought outside in a local
shop or elsewhere.
We do not offer refunds for fresh vegetables, frozen and smoked fish or other perishable
goods, baby foods and sealed canned or tinned items once they have been delivered to your
home or left the retail shop. We regard fresh vegetables and frozen produce as perishable and
therefore cannot be returned. Customers cannot cancel a confirmed paid order when it has
been cut, prepared, packed, booked for delivery to a specific address.
This is governed by Eniola’s products inhouse policy on edible, non-edible and perishable
products. We adhere strictly to the UK Government Health and Safety and Food Hygiene
Regulations within the food industry.
Payments/Refunds
When you buy our products online or in the shop or at the warehouse and make payments to
us with your credit card online or physically in the shop or warehouse, we can only refund
payments through the credit card you have used. If you paid by cash, we will refund you in
cash.
USEFUL INFORMATION
Our food items are packed in food safe packing bags and sealed for transportation purposes.
Also, we advise customers upon receiving their food items to open the bags and put them in
the freezer. We deliver food items to the customer’s registered address or to a designated
address the customer has chosen at checkout. All customers are encouraged to make adequate
arrangements to receive their delivery at first delivery attempt. Under normal circumstances,
each customer will receive a 1hr delivery notification from the delivery driver via text or
telephone. We will not be accepting any responsibility if a customer fails to sign for the order.
It is the customer’s responsibility to be present at the address to receive the delivery during
the first attempt. A charge will be applied for the taxi to return items back to the
shop/warehouse. We will charge you for a second delivery attempt and if this fails, the items
will be destroyed and we will not refund you for the order.
Cancellation Policy
You may cancel your order before it is processed, cut, prepared, packed and ready for
dispatch. You may not be able to cancel an order once it has been processed, prepared cut to your
specifications and ready for dispatch same day or next day.