Return and Refund Policy

Anu Foods Return and Refund Policy

Last updated: 15-10-2024

Refund Policy

At Anu Foods, customer satisfaction is our top priority. If you are not entirely satisfied with your purchase, we are here to help. This Refund Policy outlines the conditions under which refunds, returns, or exchanges can be processed for items purchased in our physical store or through our online delivery service.

1. Eligibility for Returns and Refunds

You can request a return or refund under the following conditions:

Product Defects or Damage: If the product is defective, damaged, or spoiled upon delivery or purchase.
Wrong Product Delivered: If the product you received is not what you ordered.
Change of Mind: For non-perishable, unopened items, you can request a return or refund within 14 days of purchase.

Certain items are exempt from being returned:

Perishable goods: Fresh produce, dairy products, meat, seafood, bakery items, and other goods that spoil quickly.
Opened or partially used products: For hygiene and safety reasons, opened products are not eligible for a refund.
Gift cards and vouchers: Non-refundable and non-returnable.

2. Time Frame for Refunds and Returns

The following time frames apply for returns and refunds:

For in-store purchases: You can return eligible items within 14 days of purchase, with the original receipt.
For online orders: You can request a refund or return within 14 days of receiving your delivery.

If the 14-day window has passed, unfortunately, we cannot offer you a refund or exchange.

3. How to Request a Refund or Return

To initiate a refund or return, please follow these steps:

For In-Store Purchases:
- Return to store: Bring the item and the original receipt to our physical store.
- Condition: The item must be unused and in the same condition as when you purchased it, with the original packaging intact.
For Online Orders:
- Contact customer support: Email us at rk@anufoods.nl or call 0619884951 to initiate the return process.
- Provide order details: Include your order number, reason for return, and photos of the item if it was damaged or defective.
- Return shipping: For non-defective products, the cost of return shipping will be borne by the customer. We recommend using a trackable shipping method to ensure safe delivery.

4. Refund Processing

Once we receive your returned item, we will inspect it and notify you of the status of your refund. If approved, the refund will be processed as follows:

Original payment method: Refunds will be credited back to the original payment method used during purchase (e.g., credit card, iDeal, bank transfer) within 7–10 business days.
Gift card/voucher purchases: If the item was purchased using a gift card or voucher, you will receive a store credit for the same value.

5. Exchanges

We only replace items if they are defective or damaged. If you need to exchange a defective item for the same product, please visit our store or contact us at rk@anufoods.nl for assistance.

6. Non-Refundable Items

The following items are not eligible for refunds or exchanges:

Perishable goods: Fresh food, dairy, and other perishable items are not eligible unless they are defective upon receipt.
Discounted or sale items: Items purchased on sale or with a discount may only be exchanged or refunded if defective.
Gift cards and vouchers: Non-refundable and cannot be exchanged for cash.

7. Late or Missing Refunds

If you haven’t received your refund after 10 business days, please check the following:

Contact your bank or credit card company: Sometimes refunds take longer to process.
Reach out to us: If you’ve done the above and still haven’t received your refund, please contact us at rk@anufoods.nl for further assistance.

8. Special Considerations for Online Orders

If you received your order via online delivery and it includes perishable items, please inspect your groceries upon arrival. Any issues, such as damaged or spoiled items, must be reported to us within 24 hours of receiving your delivery. We may ask for photographic evidence of the problem.

9. Refunds for Delivery Charges

If the refund is due to an error on our part (e.g., incorrect or defective items), we will also refund the original delivery charge. For returns where there is no error on our part, the delivery charge will not be refunded.