Refund policy

Tutu’s Afrimart Refund Policy (No Returns)

Last updated: [Feb 19, 2026]

Thank you for shopping with Tutu’s Afrimart. Because we sell food items (including frozen and perishable products), all sales are final and we do not accept returns or exchanges for food safety reasons.

That said, if there’s an issue with your order, we’ll make it right.

1) No Returns / No Exchanges

Due to the nature of our products, we do not accept returns or exchanges on any items once they have been delivered or picked up.

2) When we can help (Order Issues)

You may be eligible for a replacement, store credit, or refund if:

  • You received the wrong item
  • An item is missing from your order
  • Your items arrived damaged
  • Your frozen/perishable items arrived with a significant issue on arrival

3) Reporting timeframe (Important)

To help us resolve issues quickly, you must contact us within:

  • 24 hours of delivery (for shipped/local delivery orders).
  • Please include:
  • Your order number
  • Clear photos of the items and packaging (if damaged/quality issue)
  • A brief description of the issue

Requests received after 24 hours may not be eligible for review.

4) Frozen & perishable items (handling responsibility)

We package frozen/perishable items with care. To maintain quality:

  • Refrigerate or freeze items immediately upon delivery/pickup.
  • Follow recommended storage guidelines.
  • Tutu’s Afrimart is not responsible for quality issues caused by:
  • delayed refrigeration/freezing after delivery
  • missed delivery/left unattended for long periods
  • incorrect storage after delivery

5) Shipping delays & carrier issues

Delivery timelines shown at checkout are estimates. Carrier delays can happen due to weather, peak periods, or remote locations.

If tracking shows a delay and your order is affected, contact us immediately. We’ll review the situation case-by-case and work with the carrier where applicable.

6) Order cancellations

If you need to cancel or change an order, contact us as soon as possible.

  • If your order has not been processed/packed, we may be able to cancel it.
  • Once an order is packed, shipped, or sent for delivery, it can no longer be cancelled.

7) Refund method

If a refund is approved, it will be issued to the original payment method (where possible). Processing time depends on your payment provider and may take 3–5 business days.

In some cases, we may offer a replacement or store credit instead of a refund, depending on the issue.

8) Contact us

If you have an issue with your order, please reach out within 24 hours:

Email: info@tutusafrimart.ca