At Optimistic 9ja Foods, customer satisfaction is our priority. We take great care to ensure all products are packed and delivered in excellent condition. Due to the nature of food products, our refund and return policy is designed to comply with UK food safety regulations while ensuring fairness to our customers

Returns

For health, hygiene, and food safety reasons, we do not accept returns on food items that have been opened, used, or are perishable unless they are faulty, damaged, or supplied in error.

Non-perishable products may be eligible for return if:

  • They are unopened and unused.
  • They remain in their original packaging.
  • They are returned within 14 days of delivery.
  • They are in a resalable condition.

Customers are responsible for return shipping costs unless the item was damaged, defective, or incorrectly supplied.

Damaged, Faulty or Incorrect Items

If you receive a damaged, faulty, or incorrect item, please contact us within 24 hours of receiving your order.

To help us resolve the issue quickly, please provide:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the affected product(s) and packaging.

Once your claim has been reviewed and approved, we will offer one of the following:

  • A replacement item.
  • A full refund.
  • A partial refund where appropriate.
  • Store credit.
Frozen & Perishable Products

Due to food safety requirements, frozen, chilled, and other perishable products cannot be returned once delivered unless:

  • The product arrives damaged.
  • The wrong product was supplied.
  • The product is unfit for consumption due to our error.

Please inspect all frozen and perishable items immediately upon delivery.

Refund Processing

Approved refunds will be processed using your original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.

Non-Refundable Items

We cannot offer refunds or exchanges for:

  • Opened or partially consumed food products.
  • Products damaged due to improper storage after delivery.
  • Orders where an incorrect delivery address was provided by the customer.
  • Missed deliveries where the customer was unavailable to receive the order.
  • Products purchased on clearance or marked as non-returnable (unless faulty).
Order Cancellations

Orders may be cancelled before they have been processed or dispatched.

Once an order has been dispatched, it cannot be cancelled. If eligible, you may request a return in accordance with this policy.

Contact Us

If you have any questions regarding returns or refunds, or need assistance with your order, please contact our customer support team. We are committed to resolving any issues promptly and ensuring you have a positive shopping experience with Optimistic 9ja Foods.