Refund policy
We have a 1-day return policy, which means you have 1 day after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at bestnigerianfoodinkigali@gmail.com. Please note that returns will need to be sent to our address.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at bestnigerianfoodinkigali@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at bestnigerianfoodinkigali@gmail.com.
To provide the best customer satisfaction, we provide the following solutions. Feel free to contact us if you have any questions regarding the Return & Refund Policy by emailing us at the restaurant. For an immediate response, please call the restaurant. The preparation of your order can begin immediately after your order has been confirmed. We cannot accept cancellations once your order has been confirmed with the restaurant.
FOOD ORDER ERRORS
If you receive food that is different from your receipt, we sincerely apologize. Please call us as soon as you notice that there was an error in your order. We can re-deliver your food that is within the delivery area.
- For credit card payments, you will be refunded the sales price amount associated with the error and recharged for the new items price.
FOOD ORDER INCOMPLETE
In the rare occasion that you do not receive food that is on your receipt, we will make it up to you. Please call as soon as you notice that any food items were not received in your order. You may cancel the missed food before we prepare it without any question, and we will refund the amount to a credit card or we will refund you with a store credit. No cash refunds.
Please note: we do provide courtesy items such as disposable silverware, chopsticks, etc. when requested for free. If we mistakenly omit a free courtesy item you are welcome to let us know so we may address the issue with our staff, however, we cannot provide discounts, refunds or store credit.
FOOD DISSATISFACTION
We cook our food fresh to order with only the finest and freshest ingredients. We take great care and pride in all of the dishes we make. Please call us immediately if you receive unsatisfactory food caused by a dislike or objects in the food. We will prepare you a new food order. If you do not wish to receive a new dish, we may refund the amount to a credit card or we will refund you with a store credit.
SPICE LEVEL
We offer a choice of spice levels (Mild, Medium and Hot) but spice can be different for everyone. We usually suggest that you are on the side of caution and choose a lower spice level to avoid your meal being too spicy. We do not offer discounts or refunds for a preferred different spice level.
CANCEL ORDER
Sorry, we cannot cancel, refund or give store credit if you change your mind or mistakenly order an item after the order is prepared. We cannot provide any refund or store credit for non-food items or beverages.
Please note: If you mistakenly placed an order with the wrong "Best Nigerian Food in Kigali" restaurant please call as soon as possible. If the food has already been made you are responsible for those charges.
ORDER CANCEL THIRD PARTY
We are not affiliated with any third parties, therefore we are not responsible for any errors, refunds, cancellations. They should be your point of contact. It's at your sole discretion if you order food through a third party.
DELIVERY
We will deliver your food to your door. It's important that you provide the correct address and the best number to be reached. It’s possible your delivery driver might cancel the delivery if they’re unable to find or reach you. When they arrive at your delivery address, they’re prompted to contact you so it’s a good idea to keep your phone nearby when you’re expecting the food to arrive. If a delivery driver made a reasonable effort to contact you after arriving at your requested location, you may not be eligible for a refund.
Please note: To provide a speedy service, please understand that our driver has other delivery orders with them. They are allowed up to 10 minutes to wait for you to come pick up the food. The driver has the right to leave to deliver other items and come back to re-deliver your order (no cancellation, refunds can be made if the driver made a reasonable effort to wait but you failed to respond to his/her call or exceeded long wait time)
COMPLIMENTARY FOOD
Sorry, we cannot provide a refund or cash value on any complimentary food.
As a small private business, it is the right of the restaurant to deny or refuse service to any customer for any reason. If a customer abuses any of the Return & Refund Policy we, unfortunately, will not be able to conduct future business with the customer so that we may continue to provide excellent and quality food and service for you and our other wonderful and frequent patrons.
Please note: we strive to prepare and package our pick up items to preserve the high quality of the food. Keep in mind the temperature, sauce, and consistency of some items may vary slightly after being packaged.