Refund and Return Policy

In accordance with the Consumer Protection Act (2012)

Given the nature of imported foodstuffs and bulk agricultural commodities supplied by Costellas Ltd, this refund and return policy is designed to protect food safety, product integrity, and the interests of all parties involved.

• Inspection Period: Buyers are required to inspect all goods immediately upon delivery. Any discrepancies in quantity, quality, or visible condition must be clearly noted on the Delivery Note at the time of receipt and acknowledged by the delivery representative.
• Return Period: Requests for returns must be submitted within 48 hours of delivery for perishable or bulk goods (including, but not limited to, rice and spices), and within 7 days of delivery for non-perishable packaged items.
• Conditions for Refund: Refunds or returns will be considered only where one or more of the following conditions apply:
  1. The product is confirmed to be below applicable KEBS safety or quality standards.
  2. The product delivered does not correspond to the agreed HSN code or product description.
  3. The packaging was significantly damaged prior to arrival at the delivery location.
• Restocking Fee: A restocking fee of up to 10% of the product value may be applied to approved returns that are not attributable to an error, defect, or non-compliance on the part of Costellas Ltd.
• Refund Processing: Once a return or refund request has been reviewed and approved, the refund will be processed either as a credit to your account or via the original payment method used. Refunds will be completed within 7 working days from the date of approval.

Costellas Ltd reserves the right to amend this Refund and Return Policy in line with regulatory requirements and operational considerations. Continued engagement with our services constitutes acceptance of the prevailing policy terms.