Complaint Policy

The 3-hour window

Every order is covered by a 3-hour complaint window after delivery. If anything about your order is wrong — missing items, damaged or poor-quality produce — you must raise it within 3 hours of delivery.

This window is enforced on the order record itself: when an order is marked delivered, the system automatically sets the delivery time and the complaint deadline as delivery time + 3 hours. It is derived automatically — it is never entered by hand.

How to complain

Message us on WhatsApp at 0311 2144283 within the 3-hour window with your order number and a description of the issue. Keep the items and packaging as delivered so we can verify.

Resolution

We review every complaint against your order and make it right — either a replacement or a refund for the affected items. Complaints raised after the 3-hour window closes cannot be processed.