Our refund and return policy

At Ray African Limited, we strive for your complete satisfaction with every order. We understand that sometimes things don't go as planned, and we are here to help. Our refund and return policy is designed to be fair and transparent, ensuring a smooth process for our valued customers in Leeds and beyond. Please review the details below to understand how we handle returns and refunds for your Afro Caribbean food purchases.

Frequently asked questions about returns

We believe in straightforward answers to your questions regarding returns and refunds. Below, you will find comprehensive information addressing common concerns and detailing our commitment to quality and integrity at Ray African Limited. Our aim is to ensure your shopping experience with our online Afro Caribbean food shop is always a positive one.

What are common reasons for returns?
Customers typically request returns or refunds for items that are damaged upon arrival or if items are missing from their order. We advise checking your delivery carefully upon receipt.

What items cannot be returned?
For quality and safety reasons, frozen items cannot be returned once purchased. Please ensure you select these items carefully.

How does Ray African Limited handle refunds?
Refunds are usually processed as money back to your original payment method or as a replacement product. We aim to complete this process within 3 working days of receiving your return or claim.

Who covers the cost of return postage?
Customers are responsible for the cost of return shipping. However, if the return is due to our error (e.g., damaged or incorrect items), please contact us to discuss shipping arrangements.

How do I initiate a return?

To initiate a return, please contact our customer service team at sales@rayafricanlimited.uk or 07436441386 with your order number and details of the issue. We will guide you through the process.

What is your return window?
Please contact us as soon as possible regarding any issues with your order. Specific return windows may apply to certain non-perishable products; details will be provided upon inquiry.

Can I exchange an item?
Yes, we can arrange for item replacements, especially in cases of damaged or missing products. Please contact us to discuss your exchange options.

What if I receive an incorrect item?
If you receive an incorrect item, please notify us immediately. We will arrange for the correct item to be sent to you and guide you on returning the incorrect item at our expense.

Your satisfaction is our priority

At Ray African Limited, we are committed to providing the finest Afro Caribbean food and exceptional customer service. We understand that issues can arise, and our dedicated team is here to ensure any concerns you have are addressed promptly and fairly. Thank you for choosing us, and we look forward to serving you with quality and care.