Refund Policy

The Federal Competition and Consumer Protection Act 2018 gives you the right to goods that match their description, are of good quality, and are safe to use as food. Those rights apply whether or not you read this page. We do not charge a fee to honour them.

Email hello@bountybarnhq.com with your order number, what went wrong, and photographs of the product and pack. You can also call +234 (0) 814 206 4474. Keep the goods until we reply, unless we tell you to dispose of them for safety.

Contact us within 48 hours of delivery if:

• the item is damaged, leaking, or the seal is broken;
• we sent the wrong product or the wrong quantity;
• the goods do not match the description on the site or the pack;
• the food is not of satisfactory quality, including where it is off, contaminated, or unsafe.

We will replace the affected items or refund the amount you paid us for them at checkout. You choose replacement or refund where we still have stock. If we are out of stock, we refund. You do not pay to send faulty goods back. If you already paid a rider and the goods were faulty, wrong, or unsafe, tell us the amount and we will refund a reasonable delivery fee as well. For safety we may ask you to discard food rather than send it back, and we will still refund or replace it.

A quality problem reported after 48 hours is still considered where the nature of the fault means you could not reasonably have seen it on delivery, or where the food is unsafe. Do not eat food you believe is unsafe.

On an order sent outside Nigeria, damage or loss after we hand the goods to the delivery company you and we agreed is claimed with that company. We still answer for goods that were already wrong, short, or unfit when we handed them over.

Sealed packaged goods, such as an unopened pack of Bounty Pap, may be returned within 7 days of delivery if they are unused, in the original sealed pack, and in a condition fit for resale. Contact us before sending anything back so we can confirm the address. You pay the cost of sending the goods back. Once we receive them and confirm they can be resold, we refund the price you paid us for those items. The fee you paid the rider on delivery is not refunded on a change of mind.

We do not accept change-of-mind returns of fresh or perishable produce, or of any food pack that has been opened, because we cannot resell it safely. This does not limit your rights if the goods are faulty, wrong, or unsafe.

You may cancel an order for a full refund at any time before we hand it to the courier. Email or call us with the order number. If the goods have already left our premises, the change-of-mind rules above apply once they arrive, and the faulty-goods rules apply if something is wrong.

The Act also gives consumers a right to cancel an advance order, subject to a reasonable charge where work has already started. For a standard packaged product that has not been dispatched, we treat that charge as zero.

If an item is out of stock, the price was displayed in error, or we cannot deliver, we will tell you and refund what you paid for the goods we do not supply. If you paid for several items and we can supply some of them, we will ask you whether to send the available items and refund the rest, or to cancel the whole order.

Approved refunds go back through Paystack to the original payment method. Where Paystack cannot reverse the payment, we refund by bank transfer to an account in the name on the order. We start the refund within 5 working days of approval. Banks and Paystack can take further time to show the money; allow up to 14 working days in total from approval.

The refund is the amount you actually paid for the items concerned, after any coupon. A coupon used on a fully cancelled order that never shipped can be restored if it is still within its expiry date and use limit. We do not pay out the face value of a coupon in cash.

If you disagree with our decision, reply to the same email and ask for a review. We will look at it again within 7 working days. You may also complain to the Federal Competition and Consumer Protection Commission, or to the Lagos State Consumer Protection Agency. Our Terms & Conditions and Delivery Policy explain the rest of the purchase.