Return & Refund Policy

Effective date: 15 November 2026

We want you to be happy with every order. If something isn’t right, tell us and we’ll put it right. This policy explains how. It does not limit any rights you have under the Federal Competition and Consumer Protection Act 2018 or other Nigerian law.

1. Please check your order on delivery

Check your items when they arrive. If anything is damaged, missing or wrong, please tell the rider if you can, and message us on WhatsApp (0702 565 0074) within 24 hours of delivery with your order details and a clear photo of the problem.

2. When we will replace or refund

We will replace the item or give you a full refund if:

  • the item arrived damaged, leaking or with a broken seal
  • you received the wrong item, size or quantity
  • the item had passed its expiry date, or was closer to expiry than we told you
  • the item is faulty or not as described on our website or social media
  • you paid for an item we could not deliver

In these cases we cover any delivery costs for collecting the item and sending a replacement.

3. No returns for change of mind

Because we sell imported food, baby products and personal care items, we cannot accept returns, exchanges or refunds if you simply change your mind after delivery. This protects every customer: no product we sell has been opened, tampered with or kept somewhere else before it reaches you.

Please check your order carefully before you pay, and ask us about any product, size or pack before ordering. Your right to a replacement or refund for items that are damaged, faulty, wrong or expired (section 2) is not affected.

4. Pre-ordered items

Items we source for you on pre-order (delivered in 3 to 5 days) can be cancelled for a full refund before we confirm we have bought them for you. Once we confirm, change-of-mind cancellations are not possible, but section 2 still applies.

5. How refunds are paid

Refunds are paid by bank transfer to the account you paid from, or to another account in your name, within 5 working days of us approving the refund. Delivery fees are refunded when the whole order is returned because of our mistake.

6. Contact us

WhatsApp: 0702 565 0074  ·  Email: support@zapgroceries.com

If you’re not satisfied with how we handled your complaint, you can contact the Federal Competition and Consumer Protection Commission (FCCPC).