Refunds and Return Policy

At CSI Grocery Limited, we value customer satisfaction and are committed to ensuring that your shopping experience is smooth and hassle-free. Our Refunds and Return Policy outlines the procedures for returning products and receiving refunds in accordance with Nigerian law, including the Federal Competition and Consumer Protection Act (FCCPA).

1. Eligibility for Returns

You can return items within 7 days of receipt of delivery if:

  • The product is damaged, defective, or incorrect.
  • The product has not been used or opened and is in its original condition with all tags, packaging, and labels intact.
  • Perishable goods such as food items are not eligible for return unless they were delivered in a defective or spoiled state.

Non-returnable items include:

  • Perishable goods, such as baby food, fresh groceries, and dairy products.
  • Personal care products such as diapers, wipes, and toiletries that have been opened.
  • Items with broken seals or tampered packaging.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  • Contact our customer service team at [email protected] within 7 days of receiving your order.
  • Provide your order number, a detailed description of the issue, and photos of the damaged or incorrect item (if applicable).
  • Our team will guide you through the return process and provide you with a return authorisation.

3. Return Shipping

  • For damaged or defective products, CSI Grocery Limited will cover the cost of return shipping. We will arrange for the collection of the product from your location.
  • For all other returns (e.g., incorrect items), customers will be responsible for the return shipping costs unless otherwise advised by our customer service team.

4. Refund Process

Once we receive your returned item, we will inspect it within 2 business days and notify you of the outcome via email or WhatsApp. If your refund is approved:

  • A refund will be issued via your original payment method or another agreed method within 14 business days of inspection approval.
  • In the case of cash on delivery (COD), refunds will be processed via bank transfer. We will contact you to collect your account details (bank name, account number, and account name) before processing.
  • Refunds for shipping costs will only be provided if the return is due to a mistake on our part (i.e., wrong or defective item).

You will be notified of the refund status via WhatsApp or email. If you do not receive confirmation within the stated timeframe, please contact us at [email protected].

5. Partial Refunds

Where only part of your order is faulty, damaged, or incorrect, CSI Grocery Limited will issue a partial refund covering only the affected items. The value of the partial refund will be calculated based on the price paid for those specific items, including any applicable delivery charges proportional to the affected portion of the order.

6. Store Credit

Where store credit is offered as an alternative to a cash refund, the following conditions apply:

  • Store credit is valid for 6 months from the date of issue.
  • Store credit can only be used on www.csigrocery.com and cannot be exchanged for cash.
  • Store credit is non-transferable and can only be used by the account holder to whom it was issued.
  • Store credit cannot be combined with other promotional discounts unless explicitly stated.

7. Replacement Policy

In the event that you receive a damaged or incorrect product, CSI Grocery Limited will replace the item at no additional cost. If a replacement is not available, you may choose between:

  • A full refund, or
  • Store credit for future purchases.

8. Exceptions and Special Cases

  • Perishable Items: Due to the nature of perishable goods, we cannot offer returns or refunds for items that have expired after delivery, unless they arrived in a defective or spoiled state.
  • Sale or Promotional Items: Only regular-priced items may be refunded. Sale or discounted items cannot be refunded unless they are faulty.

9. Disputes and Escalation

If your refund request is rejected and you disagree with our decision, you may escalate the matter by:

  • Contacting our customer service team at [email protected] to request a review.
  • Filing a complaint with the Federal Competition and Consumer Protection Commission (FCCPC) at fccpc.gov.ng if the matter is not resolved to your satisfaction.

We are committed to resolving all disputes fairly and in accordance with the FCCPA and applicable Nigerian consumer protection law.

10. Contact Us

If you have any questions about our Refunds and Return Policy, please contact our customer support team at:

CSI Grocery Limited

Email: [email protected]

Phone: +234-9043178236

Address: 34 Doherty Street, Apongbon Market, Lagos Island, Lagos State

This policy is compliant with the provisions of the Federal Competition and Consumer Protection Act and other applicable laws in Nigeria. It should be read alongside the CSI Grocery Limited Terms and Conditions and Privacy Policy, both available at www.csigrocery.com.

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