Return & Refund Policy
Your satisfaction is our priority. Read our return and refund guidelines.
Return Policy Overview
At Kensington Rice, we are committed to delivering premium quality rice. We understand that sometimes issues may arise, and we have established a fair and transparent return policy to ensure your satisfaction.
Last Updated: January 2025
Eligible for Return
We accept returns in the following cases:
- Damaged Product: Rice bag is torn, punctured, or damaged during transit
- Wrong Product: You received a different rice type or weight than ordered
- Quality Issues: Rice contains foreign materials, excessive moisture, or quality defects
- Incomplete Order: Missing items from your order
- Expired Product: Product delivered past its best-before date
Not Eligible for Return
We cannot accept returns in the following cases:
- Change of Mind: Customer simply changed their mind after receiving the order
- Opened Bags: Rice bags that have been opened and used (unless quality issue reported immediately)
- Improper Storage: Damage caused by improper storage after delivery
- Late Claims: Return requests made after 7 days of delivery
Return Process
Follow these steps to initiate a return:
Contact Us Within 7 Days
Email info@kensingtonrice.com or call +234 909 002 2222 within 7 days of delivery. Provide your order number and reason for return.
Provide Evidence
Send clear photos of the product issue (damaged bag, quality defect, wrong item, etc.). Include images of the product label and packaging.
Approval & Pickup
Our team reviews your request within 24 hours. If approved, we arrange free pickup of the product at your convenience.
Refund or Replacement
Once we receive and inspect the returned item, we process your refund or send a replacement within 3-5 business days.
Refund Policy
For approved returns, you can choose between:
Full Refund
Money refunded to your original payment method within 5-7 business days
Product Replacement
We send a replacement product at no additional cost within 2-3 business days
Note: Delivery charges are non-refundable unless the return is due to our error (wrong item, damaged product, etc.)
Inspection at Delivery
We strongly recommend inspecting your order upon delivery:
- •Check that all items match your order confirmation
- •Inspect bags for any visible damage or tears
- •Report any issues to the driver immediately before signing
- •Take photos of any damage with the driver present
Need to Return an Order?
Contact our customer support team to initiate a return