Refund and Returns Policy

1. If something arrives damaged, missing, or wrong

Email support@foodbank.ng with your order number and what went wrong, and we will sort it out promptly. A photo of the issue helps us resolve it faster, though it is not required. Depending on the problem, we will offer a replacement, a refund, or a Pantry balance credit for the affected item.

2. Changing your mind on UK Store and Bulk Buy Group orders

For most non-perishable goods, you can cancel without giving a reason from the time you order until 14 days after you receive them, then you have another 14 days to return them. We will refund qualifying returned goods within the period required by law.

This change-of-mind right does not cover food that is liable to spoil or expire quickly, or sealed goods that are not suitable for return for health or hygiene reasons once the seal is broken. These exceptions never affect your rights when goods are faulty, damaged, unsafe, or not as described, whatever they are.

3. Bulk Buy Groups

Money you put into a group is committed to that group's pot until its round closes, you leave under the group's available rules, or the round is cancelled. If a round cannot go ahead, every affected member's unused contribution is returned to their Pantry balance or original payment method, as required by law.

4. Recurring Family Baskets

You can pause or cancel a future Family Basket cycle any time from your dashboard, as long as it is before that cycle starts processing. This does not cancel a basket that has already been accepted or affect any rights you have over the food in it, which are covered by sections 1 and 2 above.

5. How refunds are paid

Where a refund is due, we pay it to your original payment method, unless you agree to a Pantry balance credit instead and the law allows it.

6. Your statutory rights

Nothing in this policy limits your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or other mandatory consumer law. Goods must be of satisfactory quality, fit for purpose, and as described. Advice about your rights is available from Citizens Advice or the relevant consumer body in your part of the UK.

7. Get in touch

For any refund, return, or cancellation question, email support@foodbank.ng with your order number and what you need. See our Delivery Policy for how delivery itself works.