Refund and Returns Policy

Return & Refund Policy

Thank you for shopping with Starflakes Enterprise!

We accept returns for damaged, spoiled, or incorrect items. To be eligible for a refund, please notify us within ONE HOUR after delivery, especially for fresh meat, frozen food, and other perishable items in this category. Please be informed that you will be responsible for the shipping costs for returning your item.

We want you to be happy with your purchases, so we offer refunds for complaints made within six (6) hours of delivery. To learn more about our refund policy, please read this guide. However, please note that once you’ve paid for food items, you cannot cancel your order on the day of delivery. If you do need a refund, we’ll process it through either your Starflakes Enterprise wallet or your bank account, unless our refund policy says otherwise.

Guidelines for Refund

If we cannot provide a food item you ordered at the requested time and your order is less than ₦5,000, we will refund the amount to your Starflakes Enterprise wallet. You can use this refund to buy other items immediately or at a later time. If your order exceeds ₦5,000, we can refund the amount to your Starflakes Enterprise wallet or directly to your bank account, whichever you prefer. Note that bank refunds are made within 48 hours after we have confirmed your bank account details. If the food item delivered is inadequate, we will only refund the amount to your Starflakes Enterprise wallet.

Note: 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, including fresh tomatoes, fresh peppers, meat, fish, and fruits and vegetables, covers situations where you are unsatisfied with the quality. To request a refund, you must notify Starflakes Enterprise within one (1) hour of receiving your delivery.

To be eligible for a refund, you must file a complaint with Starflakes Enterprise on the day of delivery and provide 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 grains (Rice, Beans, Corn), roots (Plantain, Potatoes), tubers (Yams), and other dry items (such as spices). If you receive any of these items and wish to return them, you must do so within 24 hours of delivery. However, a valid complaint must be lodged within six (6) hours of receiving the food items.

Our team at Starflakes Enterprise will verify 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, Starflakes Enterprise will not accept any returns or issue refunds for any food items (whether perishable or non-perishable) unless a valid complaint is filed within 6 hours of receipt of delivery and confirmed by Starflakes Enterprise.

Delayed Refunds

Once Starflakes Enterprise confirms your refund, kindly check your Starflakes Enterprise 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.

If you have checked your accounts and have not received your refund, please contact us at orders@starflakes.com.ng, via WhatsApp at 08123875324, or call 07045563315 for assistance.

Cost of Transportation for Returns

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

Any order received after the cut-off time will be processed for the next sharing day.

We buy as we meet in the market. On the day of sharing the quantities of the final goods could be more or less. Changes will be effected without prior notice.