Refund policy

Refund, Returns and Cancellations Policy

1. Online order cancellation and 14-day right of withdrawal

For online purchases, customers in the European Union have the right to withdraw from the contract within 14 calendar days without giving a reason.

The 14-day period starts from the day the customer, or a person chosen by the customer, receives the goods. If the order is delivered in several parts, the period starts from the day the last item is delivered.

To request a cancellation or return, customers must use the Returns and cancellations link in our website footer/customer account area, or contact us by email at abusua.eu@gmail.com.

Submitting a return or cancellation request does not automatically mean that the return is accepted. We will review the request according to this policy and applicable law.

2. Cancelling an order before dispatch

Customers may request to cancel an order before it has been fulfilled or shipped.

If the order has already been prepared, fulfilled, dispatched, or delivered to the courier, the customer may need to follow the return process instead, if the item is eligible for return.

3. Conditions for eligible returns

To be eligible for a return, the item must be:

• unused, unopened, and in the same condition as received;
• in its original packaging;
• with all seals, labels, tags, and protective packaging intact;
• accompanied by the order number, receipt, or other proof of purchase.

Items returned without first requesting a return may not be accepted.

4. Non-returnable items

For health, hygiene, food safety, and product-quality reasons, some items cannot be returned unless they are faulty, damaged, expired, or the wrong item was sent.

Non-returnable items include:

• fresh produce, including fresh vegetables, plantain, yam, and similar fresh goods;
• frozen or chilled goods, including frozen fish, meat, seafood, goat meat, pommo, shaki, and similar products;
• perishable goods or goods with a short expiry/use-by date;
• prepared food, catering orders, and custom/special orders;
• opened food products or products whose seal, packaging, or protective wrapping has been broken;
• cosmetics, beauty, hygiene, and personal-care products once opened, unsealed, used, or tampered with;
• gift cards.

If you are unsure whether your item can be returned, please contact us before sending it back.

5. Damaged, defective, expired, or wrong items

Please check your order as soon as you receive it.

If an item is damaged, defective, expired, missing, or you received the wrong item, contact us as soon as possible at abusua.eu@gmail.com with:

• your order number;
• clear photos of the item;
• photos of the packaging;
• a short description of the problem.

For fresh, frozen, chilled, or perishable goods, please contact us immediately after delivery so that we can properly assess the issue.

If the problem was caused by our mistake, we will offer an appropriate solution, such as a replacement, refund, or store credit, depending on the situation and product availability.

6. Return shipping costs

For change-of-mind returns under the 14-day withdrawal right, the customer is responsible for the direct cost of returning the goods to us.

We will only cover return shipping costs where the item was defective, damaged, expired, or the wrong item was sent due to our error.

We recommend using a trackable shipping service. We are not responsible for returned items that are lost or damaged during return shipping.

7. Refunds

Once we receive and inspect the returned item, we will notify the customer whether the refund has been approved.

If approved, the refund will be made to the original payment method.

For a full eligible order withdrawal, we will refund the price paid for the goods and the standard delivery cost paid at checkout. If the customer chose a more expensive delivery method than our standard delivery option, only the standard delivery cost will be refunded.

We may withhold the refund until we have received the returned goods or until the customer provides proof that the goods have been sent back.

We may reduce the refund if the returned item has lost value because it was used, opened, damaged, handled beyond what was necessary, or returned incomplete.

Depending on the payment provider or bank, it may take additional time for the refund to appear in the customer’s account.

8. Exchanges

We do not guarantee exchanges for change-of-mind returns.

If you want a different item, the fastest option is to place a new order after your return has been accepted.

We replace items only where the item is defective, damaged, expired, or the wrong item was sent, subject to availability.

9. Complaints and consumer dispute resolution

If you have a complaint about a product purchased from our online store, please contact us first at abusua.eu@gmail.com so we can try to resolve the matter directly.