Refund, Return & Exchange Policy

At Magache, we want you to shop for African groceries and everyday essentials with confidence. This policy explains when products may qualify for a return, refund, replacement, or exchange.

1. Report an Order Issue

If an item arrives damaged, defective, spoiled, incorrect, or missing, contact support@magache.com within 48 hours of delivery. Include your order number, a description of the issue, and clear photos when applicable. Prompt reporting helps us review grocery and delivery issues accurately.

2. Items That May Qualify

After review, we may approve a refund, replacement, exchange, or other appropriate resolution when an item is damaged in transit, defective, spoiled on arrival, materially different from the item ordered, or missing from the delivered order.

3. Grocery, Fresh and Frozen Products

For food-safety and quality reasons, perishable groceries, fresh products, frozen foods, opened food packages, and temperature-sensitive items generally cannot be physically returned or exchanged. If there is a quality or delivery problem with one of these products, contact us within 48 hours so we can review the issue without requiring an unsafe return.

4. Other Non-Returnable Items

Items marked Final Sale, gift cards where applicable, opened personal-care or hygiene products, used products, and items returned without authorization may be ineligible for return. Additional restrictions may apply when required for health, safety, or legal reasons.

5. How to Request a Return or Refund

1. Contact support@magache.com and provide your order number.
2. Tell us which product is affected and describe the problem.
3. Provide photos or other supporting information when requested.
4. Wait for return instructions before sending any product back.

Do not mail a product back without authorization, as unauthorized returns may not be accepted or refunded.

6. Approved Refunds

Approved refunds are generally issued to the original payment method. After Magache processes a refund, your bank or payment provider may require additional business days to post the credit to your account. Original shipping charges are generally non-refundable unless the refund results from an error attributable to Magache or as otherwise required by law.

7. Replacements and Exchanges

When appropriate and inventory is available, Magache may offer a replacement or exchange for an eligible damaged, defective, or incorrect item. If the requested replacement is unavailable, we may offer a refund or another reasonable resolution.

8. Return Shipping

If Magache authorizes the return of an eligible product because it was incorrect, damaged, or defective, we will provide instructions regarding return shipping. Customers may be responsible for return shipping for other approved returns unless otherwise stated or required by law.

9. Order Cancellations

If you need to cancel an order, contact us as soon as possible. We will try to accommodate the request before processing or shipment, but cancellation cannot be guaranteed once fulfillment has begun. Orders that have already shipped cannot normally be canceled.

10. Chargebacks and Payment Disputes

If you believe there is a problem with an order or payment, please contact Magache support first so we can investigate and try to resolve the issue. Nothing in this policy limits rights available to you under applicable consumer or payment laws.

11. Policy Updates

We may update this Refund, Return & Exchange Policy to reflect changes in our products, fulfillment practices, or legal requirements. The current version will be posted on this page.

12. Contact Us

For return, refund, replacement, or exchange assistance, contact support@magache.com.