Last Updated: 01/01/2026

1. Our Policy on Returns & Refunds

Due to the perishable nature of our food products, Estell Foods offers refunds or replacements only under specific conditions outlined in this policy. Our primary goal is to ensure you receive fresh, high-quality products in perfect condition. All refund requests are evaluated on a case-by-case basis.

2. Eligibility for Refund or Replacement

You may be eligible for a refund or replacement if:

  • The product arrived damaged, spoiled, or defective.

  • You received the incorrect item.

  • The product has a verified quality or safety issue (e.g., foreign object, compromised packaging).

We do not accept returns or offer refunds for:

  • Change of mind or personal taste preference.

  • Incorrect ordering by the customer.

  • Products that have been partially consumed, opened (unless to discover the defect), or improperly stored after delivery.

  • Perishable items that were not received within a reasonable time after delivery (see Section 5).

3. How to Request a Refund or Replacement

Step 1: Notify Us Immediately

You must contact us within 24 hours of receiving your order to report any issues.

  • Email: support@estellfoods.com

  • Subject Line: Refund Request: [Your Order Number]

  • Phone/WhatsApp: [Insert Phone Number]

Step 2: Provide Evidence

To process your claim, you must provide:

  • Your order number.

  • Clear photographs or a short video showing:

    • The damaged/defective product(s).

    • The packaging and any visible shipping damage.

    • The product’s batch/lot number if visible.

Step 3: Our Assessment

Our customer service team will review your claim and evidence. We may require you to answer additional questions. We reserve the right to arrange for the pickup of the defective product for further inspection.

4. Approved Refund Methods & Timelines

If your claim is approved:

  • Replacement: We will ship a replacement item for the defective product at no additional cost, subject to stock availability.

  • Store Credit: We may issue credit to your Estell Foods account for future purchases.

  • Refund to Original Payment Method: Refunds will be processed to the original payment method used for the order.

    • Processing Time: Refunds may take 5-10 business days to reflect in your account, depending on your bank or payment provider (e.g., Paystack, Flutterwave, or bank).

Note: Refunds are for the product cost only. Standard shipping fees are non-refundable unless the error was entirely ours.

5. Important Notes on Perishable Goods & Delivery

Customer Responsibility Upon Delivery

  • It is your responsibility to inspect your order upon delivery. Do not accept a visibly damaged parcel from the delivery agent.

  • For perishable items, you must ensure someone is available to receive and properly store the products (e.g., refrigeration) immediately.

  • We are not liable for spoilage due to a customer’s failure to receive or store products appropriately after delivery is attempted.

Delivery Failures & “No-Shows”

If a delivery fails because no one was available to receive it after multiple attempts, the product may be returned to us. In such cases:

  • We will contact you to reschedule delivery (additional fees may apply).

  • A full or partial refund may be issued, minus the original shipping cost and a restocking fee if the product is no longer fit for sale upon its return to us.

6. Wholesale & Bulk Orders

Different terms may apply to wholesale or bulk orders. Please refer to your specific wholesale agreement or contact our sales team.

7. Governing Law

This policy is governed by and construed in accordance with the laws of the Federal Republic of Nigeria. Any disputes shall be subject to the jurisdiction of the courts in [State where your business is registered, e.g., Lagos State].

8. Changes to This Policy

We may update this Refund & Returns Policy at any time. The updated version will be posted on this page with a revised “Last Updated” date. The policy in effect at the time of your purchase governs that transaction.

9. Contact Us

For all refund-related inquiries:
Estell Foods Customer Support
Email: support@estellfoods.com
Phone: +2347086417791
Business Hours: Monday – Friday, 9 am – 5 pm WAT