📣 Exciting News! DOA Foods is delighted to announce the opening of our NEW Stockport Branch! 🎉 Visit us today for fresh Nigerian & African groceries, premium ingredients, frozen foods, snacks, drinks, and much more. We look forward to welcoming you!

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Returns & Refunds FAQs

Returns & Refunds FAQs

Returns & Refunds FAQs

1. Can I return food products?

Due to food safety and hygiene regulations, we cannot accept returns of perishable food items unless they are damaged, faulty, unsafe to consume or supplied in error.

If there is an issue with your order, please contact us within 24 hours of delivery.

  1. What should I do if I receive the wrong item?

If you receive an incorrect product, please email admin@doafoods.co.uk within 24 hours of delivery.

Please include:

  • Your order number
  • A description of the issue
  • Clear photographs of the item received

We will investigate and arrange a replacement, refund or store credit where appropriate.

  1. What if an item is missing from my order?

If any items are missing, please notify us within 24 hours of delivery.

After verifying your order, we will either:

  • send the missing item (where practical);
  • issue a refund; or
  • provide store credit.
  1. My order arrived damaged. What should I do?

Please inspect your order immediately upon delivery.

If any products are damaged, contact us within 24 hours and provide photographs of:

  • the damaged product;
  • the packaging; and
  • the delivery label where possible.

Once reviewed, we will offer an appropriate resolution.

  1. What if my chilled or frozen products arrive warm?

Our products are carefully packed using insulated packaging designed to maintain a safe temperature during transit.

If your products arrive warm, spoiled or unsafe for consumption, please contact us within 24 hours with photographs of the products.

Each claim is assessed individually, and where appropriate we will provide a replacement, refund or store credit.

  1. Can I cancel my order?

Orders can usually be cancelled before they have been packed or dispatched.

Once your order has been dispatched, cancellation may no longer be possible, particularly for fresh and frozen products.

Please contact us as soon as possible if you wish to cancel.

  1. What if I refuse delivery?

If you refuse delivery without prior agreement with DOA Foods UK, we reserve the right to deduct the value of any perishable products that cannot be resold, together with any delivery costs incurred.

  1. Can I return an item because I changed my mind?

For hygiene and food safety reasons, we cannot accept returns of food products simply because you have changed your mind.

This does not affect your statutory rights where products are faulty, damaged or not as described.

  1. How long does it take to receive a refund?

Approved refunds are normally processed within 5–10 working days.

The time taken for funds to appear in your account depends on your payment provider or bank.

  1. How will my refund be made?

Refunds will normally be made using the same payment method used to place your order.

  1. What information should I include when making a claim?

To help us resolve your enquiry quickly, please include:

  • Order number
  • Full name
  • Delivery address
  • Description of the issue
  • Photographs where applicable
  1. How do I contact your customer support team?

Email: admin@doafoods.co.uk

Customer Support Hours

Monday – Thursday: 9:00 am – 5:00 pm

Friday: 9:00 am – 12:00 pm

We aim to respond to all enquiries as quickly as possible during business hours.