Refund & Return Policy

1. Refund Eligibility

Products may only be refunded if:

• The item was damaged upon delivery or pickup
• The wrong item was supplied
• The product was spoiled or defective before its expiry date
• The quantity supplied was incorrect

Customers must inspect all products at the time of delivery or pickup and report any issue immediately.

2. Non-Returnable Items

For health, hygiene, and food safety reasons, we do not accept returns or exchanges for:

• Frozen or chilled products that have been properly delivered and accepted
• Products damaged due to improper storage after pickup or delivery
• Opened or partially consumed items
• Change-of-mind purchases

3. Refund Request Timeline

All refund or complaint requests must be made within:

• 24 hours of delivery for frozen and chilled products
• Same day for fresh products

Requests made after this period may not be eligible for review.

4. Proof Required

To process a refund or replacement, customers may be asked to provide:

• Receipt or proof of purchase
• Photos or videos of the product
• Packaging details and expiry date
• Batch number where applicable

5. Refund Process

Once the complaint is reviewed and approved:

• A replacement product may be issued, or
• A partial/full refund may be processed

Refunds for online payments are returned to the original card or mobile money account through Paystack and typically arrive within a few business days. For orders paid on delivery, refunds are arranged directly with you by WhatsApp or phone.

6. Delivery Issues

If delivery is delayed due to customer unavailability, incorrect address information, or failure to receive the order, refunds may not be granted.

Customers are responsible for ensuring someone is available to receive frozen products promptly.

7. Wholesale & Bulk Orders

Bulk, wholesale, and special-order purchases may be subject to separate return terms agreed upon before purchase.

8. Right to Refuse Refunds

We reserve the right to refuse refunds where there is evidence of:

• Improper storage after delivery
• Fraudulent claims
• Failure to follow handling instructions

Contact us

Nautica Select Coldstore Limited
Email: info@nauticaselect.com
Phone: 0242242953