Refund & Returns Policy

Last Updated: 29 July 2026

At Eureka Afro-Caribbean Market, we are committed to providing high-quality African and Caribbean groceries and excellent customer service. If you are not completely satisfied with your purchase, this Refund & Returns Policy explains your rights and how we handle returns, refunds, and exchanges.

This policy is designed to comply with the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, and other applicable UK consumer protection laws.

1. Contact Us

If you have any questions about this policy or need assistance with a return, please get in touch with us:

Eureka Afro-Caribbean Market

Website: https://eurekaafrocaribbean.co.uk

Email: info@eurekaafrocaribbean.co.uk

2. Your Consumer Rights

Your statutory rights under UK consumer law are not affected by this policy.

If goods are faulty, damaged, not as described, or unfit for purpose, you may be entitled to a repair, replacement, refund, or other remedy in accordance with your legal rights.

3. Returning Non-Perishable Products

You may return eligible non-perishable items within 14 days of receiving your order, provided that:

The item is unused.
It is unopened and in its original packaging.
It is in a resaleable condition.
Proof of purchase is provided.

Customers are responsible for return postage costs unless the item is faulty, damaged, or supplied in error.

4. Perishable, Fresh and Frozen Foods

Due to food safety and hygiene regulations, we cannot accept returns of:

Fresh fruit and vegetables
Fresh meat
Fresh fish
Frozen foods
Chilled products
Dairy products
Bakery items
Prepared foods
Any product requiring refrigeration
Any food that has been opened or partially consumed

This does not affect your statutory rights if the goods are faulty, damaged, unsafe, or incorrectly supplied.

5. Damaged, Faulty or Incorrect Orders

If you receive:

A damaged item
A faulty product
An incorrect product
A missing item

Please contact us within 24 hours of delivery.

To help us resolve your claim quickly, please include:

Your order number
A description of the issue
Clear photographs of the product and packaging (where applicable)

We will investigate your claim and, where appropriate, offer:

A replacement
A refund
Store credit
Another suitable resolution

6. Order Cancellations

Before Dispatch

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

Please contact us as soon as possible.

If payment has already been taken, we will process a full refund.

After Dispatch

Once your order has been dispatched, it cannot usually be cancelled.

Any eligible returns will be handled under this Returns Policy.

7. Delivery Issues

If your order cannot be delivered because:

The delivery address is incorrect
Nobody is available to receive the order (where required)
Delivery instructions are inaccurate

Additional delivery charges may apply for redelivery.

Refunds may not be available for perishable goods that cannot be delivered for these reasons.

8. Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will normally be processed to your original payment method within 5 to 10 working days, although the exact time may depend on your payment provider.

Original delivery charges are generally non-refundable unless:

The goods were faulty.
The goods were damaged.
We supplied the wrong item.
We are legally required to refund the delivery charge.

9. Exchanges

We only replace products where they are:

Faulty
Damaged
Incorrectly supplied

If you require a replacement, please contact our Customer Service team.

10. Products That Cannot Be Returned

For hygiene, safety and food protection reasons, we cannot accept returns of:

Fresh produce
Frozen foods
Chilled foods
Opened food products
Products with broken safety seals
Gift cards
Clearance items (unless faulty)

11. Allergies and Dietary Information

We make every effort to provide accurate product descriptions and ingredient information.

Customers are responsible for checking product labels before consumption.

If you have allergies or dietary requirements, please contact us before placing your order if you require additional information.

12. Missing Deliveries

If your order has not arrived within the expected delivery timeframe, please contact us as soon as possible.

We will work with our delivery partners to investigate and resolve the issue promptly.

13. Refused Deliveries

If a customer refuses delivery without a valid reason:

Delivery charges may not be refunded.
Perishable items may not be eligible for a refund due to food safety regulations.

14. Fraud Prevention

To protect our customers and our business, we reserve the right to refuse refunds where we reasonably believe:

A claim is fraudulent.
Products have been deliberately damaged.
This policy is being abused.

Nothing in this section affects your legal rights.

15. Changes to This Policy

We may update this Refund & Returns Policy from time to time to reflect changes in our business practices or legal requirements.

The latest version will always be published on our website.

Contact Us

If you have any questions regarding returns or refunds, please contact us: