Returns & Refund Policy
Effective Date: June 2026
At Valina’s Food, customer satisfaction is important to us. We take great care in preparing, packaging and delivering our products to ensure they arrive in excellent condition.
Due to the nature of food products, specific conditions apply to refunds, returns and replacements. Please read this policy carefully before placing an order.
Our Commitment To Quality
We are committed to supplying premium-quality African food products, ready meals, ingredient kits and catering services.
If there is a problem with your order, we encourage you to contact us as soon as possible so we can investigate and resolve the issue promptly.
Food Products & Returns
For food safety and hygiene reasons, we are unable to accept returns of:
- Frozen foods
- Ready meals
- Ingredient kits
- Perishable products
- Opened food items
- Products that have been stored incorrectly after delivery
Unless the product is:
✓ Damaged upon arrival
✓ Faulty or defective
✓ Incorrectly supplied
✓ Unfit for consumption
Damaged, Faulty or Incorrect Products
If your order arrives damaged, faulty or incorrect, please contact us within 24 hours of delivery.
To help us investigate your claim, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of any damaged packaging where applicable
Our team will review the information and determine the most appropriate resolution.
Refund Eligibility
Refunds may be offered where:
✓ Products are damaged during delivery
✓ Products arrive in an unusable condition
✓ Incorrect items have been supplied
✓ Products are proven to be defective
✓ Delivery cannot be fulfilled due to circumstances within our control
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Refunds will not normally be provided where:
✗ A customer changes their mind
✗ Incorrect delivery information was provided
✗ Products were not stored according to instructions after delivery
✗ Delivery attempts were unsuccessful due to customer unavailability
Replacement Products
Where appropriate, we may offer:
- Replacement products
- Store credit
Partial refunds
Full refunds
The resolution offered will depend on the nature of the issue and the circumstances surrounding the order.
Frozen Food Deliveries
Customers are responsible for ensuring that someone is available to receive frozen and temperature-sensitive deliveries.
Upon delivery, customers should:
- Inspect products immediately
- Transfer products to appropriate storage
- Follow all storage instructions provided
Valina’s Food cannot accept responsibility for product deterioration caused by delays in receiving or storing delivered products.
Catering Orders
Catering Cancellations
Cancellation requests must be submitted in writing.
Where catering services have been booked:
- Deposits may be non-refundable
- Costs already incurred may be deducted from any refund
- Cancellation charges may apply depending on notice period provided
Specific cancellation terms will be confirmed during the booking process.
Bulk Orders & Wholesale Orders
Wholesale and bulk orders may be subject to separate terms and conditions.
Returns or refunds for bulk purchases will be considered on a case-by-case basis.
Business customers should contact our team directly regarding any issues.
Refund Processing
Approved refunds will be processed using the original payment method wherever possible.
Refund processing times may vary depending on:
- Payment provider
- Bank processing times
- Payment method used
Please allow up to 10 working days for approved refunds to appear in your account.
Order Cancellations
If you wish to cancel an order, please contact us immediately.
Orders that have already been:
- Prepared
- Packed
- Dispatched
- Delivered
may no longer be eligible for cancellation.
How To Report An Issue
If you experience any problem with your order, please contact us using the details below.
Contact Information
Valina’s Food
Unit 2, Momentum Business Park
Blackburn
BB1 2NF
United Kingdom
📧 Email: support@valinasfood.co.uk
📞 Telephone: 0808 188 9029
Please include your order number and details of the issue when contacting us.
Our Promise To Customers
We are committed to providing excellent customer service and fair resolutions where genuine issues arise.
Our goal is to ensure every customer enjoys a positive experience when shopping with Valina’s Food.
Thank you for choosing Valina’s Food, your trusted destination for premium African groceries, ready meals, ingredient kits and catering services across the UK.