Returns & Refund Policy

Effective Date: October 2026

At Aristos Food Mart, we want every customer to receive their order correctly, in good condition, and as described on our platform.

Because we sell prepared meals, groceries, household essentials, and other products from different vendors, our return and refund process may vary depending on the type of item and the circumstances of the order.

1. When You May Request a Refund

You may be eligible for a refund if:

• Your order was not delivered.
• You received the wrong item or a substantially different item from what you ordered.
• An item is missing from your order.
• An item arrives damaged, spoiled, unsafe, or otherwise unsuitable for its intended use.
• The item does not reasonably match its description on our platform.
• Aristos Food Mart or the vendor cancels your order after payment has been made.
• You cancel an order before it has been prepared, subject to any reasonable cancellation charge that was clearly disclosed before the order was placed.

Refunds and other remedies will be handled in accordance with applicable Nigerian consumer-protection laws.

2. Food and Prepared Meals

For food orders, please check your order as soon as it arrives.

Because prepared food is perishable, we generally cannot accept the physical return of food after delivery simply because a customer has changed their mind.

However, if your food is:

• Incorrect;
• Missing;
• Spoiled or unsafe;
• Significantly different from the description; or
• Damaged or otherwise unsuitable,

please contact Aristos Food Mart as soon as possible so we can investigate and determine the appropriate remedy.

Depending on the circumstances, the remedy may include a replacement, partial refund, full refund, or another appropriate resolution.

3. Grocery and Household Products

For non-perishable groceries and household products, customers may request a return or refund where the product is defective, damaged, materially different from its description, unsuitable for the purpose represented, or otherwise qualifies for a remedy under applicable law.

Returned products may need to be unused and in their original condition where the nature of the issue allows.

4. Order Cancellation

Customers may request cancellation of an order.

If an order has not yet been accepted or prepared, we will generally try to cancel it without a charge.

If preparation has already started, or the vendor or delivery process has already incurred reasonable costs, a reasonable cancellation charge may apply where permitted by law and where the applicable terms were disclosed to the customer.

If Aristos Food Mart or the vendor cancels an order after payment, the customer will be entitled to the appropriate refund.

5. How to Request a Refund

Please contact Aristos Food Mart as soon as possible after discovering a problem with your order.

For faster assistance, provide:

• Your name;
• Order number, if available;
• Phone number used for the order;
• A description of the problem; and
• Photos or other evidence where appropriate.

Orders placed through WhatsApp may be handled through the same WhatsApp conversation.

6. Refund Processing

Once your request has been reviewed and approved, we will inform you of the resolution.

Where a monetary refund is appropriate, the refund will generally be made using the original payment method where reasonably possible.

The time it takes for the funds to appear in your account may depend on the payment provider or financial institution.

7. Partial Refunds

In certain situations, a partial refund may be appropriate. For example:

• One item is missing from a larger order.
• Only part of an order was incorrect.
• A product has a material issue affecting only part of the order.

The amount of the refund will depend on the circumstances.

8. Delivery Issues

If an order is delayed, undelivered, or otherwise affected by a delivery problem, please contact us promptly.

We will investigate the issue with the relevant vendor and/or delivery rider and determine the appropriate resolution.

Where a service has not been provided or has materially failed, Aristos Food Mart will provide an appropriate remedy in accordance with applicable law.

9. Items We Cannot Accept for Change-of-Mind Returns

Due to their nature, prepared meals and other perishable food products generally cannot be returned simply because a customer has changed their mind after preparation or delivery.

This does not affect any consumer rights that apply where the food is defective, unsafe, unsuitable, incorrect, or materially different from what was ordered.

10. Fraudulent or Abusive Refund Requests

Aristos Food Mart reserves the right to investigate suspicious or repeated refund claims.

We may request reasonable evidence before approving a refund. Nothing in this section limits any rights or remedies available to consumers under applicable law.

11. Vendor Responsibility

Where an order is fulfilled by an independent food vendor or merchant on Aristos Food Mart, we may work with that vendor to investigate complaints and resolve issues.

However, Aristos Food Mart remains committed to assisting customers with their orders and ensuring that valid complaints are handled fairly.

12. Changes to This Policy

Aristos Food Mart may update this Returns & Refund Policy from time to time.

Any updated policy will be published on our website with the applicable effective date.

13. Contact Us

If you have a question about an order, return, cancellation, or refund, please contact Aristos Food Mart through the contact details provided on our website.

We aim to review genuine complaints fairly and resolve them as quickly as reasonably possible.

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