Effective Date: 25th July 2025
At Elliom Foods Ltd, customer satisfaction is a top priority. We take pride in delivering clean, fresh, and quality food products under hygienic conditions. However, due to the nature of our products, we have established the following Return and Refund Policy, carefully tailored to each product category.
General Guidelines
- All return or refund requests must be initiated within 6 hours of product delivery or pickup.
- Complaints must be accompanied by clear photographic or video evidence showing the issue (e.g., spoilage, incorrect item, broken seal).
- Returns must be made with the original packaging intact where applicable.
- Items returned without prior notification or valid reason will not be accepted.
- Products consumed or partially used cannot be returned or refunded, except where a safety or quality issue is confirmed.
Bread (Loaves, Buns, Rolls, etc.)
Eligible for Return/Refund if:
- You received the wrong bread type, size, or quantity.
- The bread is visibly stale or moldy on delivery.
- Packaging is damaged and product integrity is compromised.
Not Eligible if:
- Bread has been opened, sliced, or partially consumed.
- Complaints are made after 6 hours post-delivery.
Resolution:
- Eligible complaints will receive a free replacement or store credit.
- Refunds processed only if replacement is not feasible.
Pastries (Doughnuts, Meat Pies, Cakes, etc.)
Eligible for Return/Refund if:
- Pastries are delivered stale, undercooked, or spoiled.
- You received an incorrect item or the wrong quantity.
- The custom cake delivered is significantly different from your order description (e.g., flavor, size, design errors).
Not Eligible if:
- Cake decorations or colors differ slightly due to artistic discretion or material availability.
- Cakes/pastries have been consumed, cut, or tampered with before complaint.
- Orders canceled less than 24 hours before agreed delivery time.
Resolution:
- For custom cakes, we offer partial refunds or credit based on the nature of the error.
- For general pastries, replacement or store credit will be issued.
Snacks (Cookies, Chin-chin, Coconut Chips, etc.)
Eligible for Return/Refund if:
- Packaging is broken or tampered with on delivery.
- Snacks are expired or have an off smell or taste.
- Wrong item or quantity was delivered.
Not Eligible if:
- Packaging was opened and contents partially consumed.
- Product complaints are made beyond 6 hours of delivery.
Resolution:
- Return of unopened product will qualify for a replacement or refund.
- Opened items may qualify for partial refund, subject to investigation.
Water (Bottled Water)
Eligible for Return/Refund if:
- Bottles or sachets are leaking or broken upon delivery.
- The product is unsealed or shows signs of tampering.
- Wrong quantity or product type was delivered.
Not Eligible if:
- The seal is broken after delivery without documented evidence.
- Bottles/sachets were damaged after customer receipt.
Resolution:
- Eligible issues will be resolved through immediate replacement or full refund.
Exclusions and Special Notes
- Perishable nature of most of our products means all returns must be prompt.
- Bulk or corporate orders may have a customized return agreement.
- Refunds will be processed within 3–5 business days to your original payment method or credited to your Elliom account wallet.
- Returns are not accepted for subjective reasons such as taste preferences.
How to Request a Return or Refund
- Contact our customer service via:
- Phone/WhatsApp: +2348168057817, +2348151547404
- Email: elliomfoods@gmail.com
- Provide:
- Order number
- Description of the issue
- Photo or video evidence
- Wait for our support team to assess and approve your return/refund within 24 hours.
Our Commitment
At Elliom Foods, we are committed to continuous improvement and customer satisfaction. Your feedback helps us grow, and we promise to always handle your concerns with fairness, speed, and respect.