Refund policy

Vuno Return & Refund Policy

Because we deliver fresh, perishable food, this policy is designed to protect food safety while remaining fair.

1. Perishable Goods

Returns are generally not accepted once delivery is completed.

Responsibility for proper storage and handling rests with the customer once delivery is completed.

2. Eligible Refund or Replacement Cases

You may qualify for a refund or replacement if:

  • Items arrive damaged or spoiled

  • Items are missing

  • Wrong products are delivered

  • There is a clear quality issue upon delivery

3. Reporting an Issue

Please contact us within 24 hours of delivery with:

  • Order number

  • Clear photos (where applicable)

📧 hello@vuno.africa

Claims made after 24 hours may not be eligible.

4. Natural Variations

Natural differences in size, color, or shape do not qualify as defects.

5. Refund Method & Timing

Approved refunds are processed via:

  • Original payment method (e.g. Mpesa, card), or

  • Store credit (if agreed)

Processing time: 5–10 business days.

6. Replacements

Where possible, we may offer replacements subject to availability.

7. Missed or Failed Deliveries

Refunds will not be issued for failures caused by:

  • Incorrect delivery details

  • Customer unavailability

  • Non-response to delivery attempts

8. Donation Baskets

Donation and community-support purchases are non-refundable once processed.

9. Subscriptions (If Applicable)

Issues must still be reported within 24 hours of delivery.
Subscription changes must be made before the next cycle.

10. Policy Updates

Updates apply to future orders and will be posted here.

11. Contact

📧 hello@vuno.africa