DUMCHI FISHERIES & FOODS
Last Updated: November 2025
At Dumchi Fisheries & Foods, we take pride in delivering fresh, clean, unadulterated, sand-free, and premium-quality staple foods and spices. Our commitment to integrity, honesty, transparency, and customer satisfaction guides how we process, package, and deliver every product we offer.
While we maintain strict quality control and NAFDAC-approved standards, we understand that issues may occasionally arise. This Refund & Return Policy outlines your rights and our procedures regarding refunds, returns, and replacements.
1. Eligibility for Returns & Refunds
You may request a return, refund, or replacement under the following conditions:
1.1 Wrong Item Delivered
If you receive an item different from what you ordered, please notify us within 48 hours of delivery.
1.2 Damaged, Spoiled, or Defective Products
Although our products are always fresh, sand-free, and properly sealed, if your item arrives:
- damaged,
- contaminated,
- improperly sealed, or
- visibly compromised,
You are eligible for a replacement or refund.
1.3 Quality Concerns
Given our commitment to freshness, quality, and natural ingredients with no additives, any product that does not meet our stated quality expectations can be reported within 48 hours for review.
1.4 Missing Items
If part of your order is missing, please report it within 24 hours of delivery.
2. Items Not Eligible for Return
For food safety and hygiene reasons, we
cannot accept returns for:
- Opened or partially consumed items
- Products are not stored properly after delivery
- Items reported after the stipulated timeframe
- Products purchased from third-party retailers (e.g., supermarkets, markets, or distributors listed on our brochure)
For third-party purchases, kindly contact the store directly.
3. Return & Refund Process
3.1 Step 1: Report the Issue
Contact us through any of our official channels within the required timeframe:
Provide the following:
- Your full name
- Phone number
- Order number
- Clear photos/videos of the item
- A brief description of the issue
3.2 Step 2: Review & Verification
Our customer service team will assess the complaint in line with our
customer-centric values and respond within
24–48 hours.
3.3 Step 3: Resolution
Depending on the assessment, we may:
- Issue a replacement
- Provide a refund
- Offer a store credit
Note: Refunds are typically processed within
3–7 business days.
4. Delivery-Related Issues
4.1 Delayed Delivery
If a delivery delay affects product quality (especially for fresh items), we will evaluate and resolve accordingly.
4.2 Incorrect Address
If an order is undeliverable due to an incorrect or incomplete address provided by the customer, the cost of re-delivery will be borne by the customer.
5. Wholesale, Bulk, and Private Label Orders
For bulk orders, private label packaging, or deliveries to supermarkets, returns and refunds follow a separate verification process. These orders must be reviewed by our
Sales Administration and
Quality Assurance teams.
6. Our Commitment to You
At
Dumchi Fisheries & Foods, we operate with
integrity, honesty, and transparency, ensuring that every customer receives products that are:
- Freshly made
- Naturally processed
- Unadulterated and free from additives
- Properly packaged with long shelf life guaranteed
If any product falls short of this promise, we will work promptly to make it right.
