1. Quick Reference Summary

2. What We Cover (Eligible for Return / Refund)

We stand fully behind our products. You are entitled to a return, exchange, or refund in the following situations:

2.1  Wrong Product Delivered

• You received a different product from what you ordered.
• You received the wrong size, quantity, or variant.
• Contact us within 7 days. We will arrange collection and send the correct item at no extra charge.

2.2  Damaged or Tampered Packaging on Arrival

• Product arrived with broken seal, crushed packaging, or visible damage caused during delivery.
• Take a clear photo before opening further and contact us within 48 hours of delivery.
• We will offer a full replacement or full refund — your choice.

2.3  Quality Failure (Product Not as Described)

• Flour, spice, oil, or honey that is visibly adulterated, off-colour, has an abnormal smell, or is inconsistent with our quality standards.
• We take quality failures very seriously. Contact us with photos within 7 days.
• We may request the unused portion be returned for quality investigation.
• Full refund or replacement issued once verified.

2.4  Expired Product

• If a product was delivered past its best-before date, you are entitled to a full refund or free replacement.
• Please photograph the best-before label clearly when submitting your claim.

3. What We Do Not Cover

• Change of mind — we encourage you to review products before ordering. If unsure, contact us first and we will help.
• Opened or partially consumed products — unless a quality defect is found, opened food products cannot be accepted back for hygiene and safety reasons.
• Incorrect order placed by the customer — if you ordered the wrong product, we can offer an exchange at your shipping cost, subject to the product being unopened and in original packaging.
• Delivery delays without product defect — if your order was delayed but arrived in good condition, this does not qualify for a refund. We may offer a goodwill discount on your next order.
• Damage after delivery due to improper storage — natural products like cold-pressed oils and raw honey require proper storage. Damage caused by heat, moisture, or mishandling after delivery is not covered.
• Taste preference — natural, unprocessed foods taste different from commercial alternatives. A difference in taste from branded products is not a quality defect.
• Natural variation in colour, texture, or aroma — stone-ground flours, cold-pressed oils, and raw honey may vary batch to batch. This is a sign of purity, not a defect.

4. How to Raise a Claim — Step by Step

We have made the claims process as simple as possible:

5. Refund Methods & Timelines

6. Exchanges

We offer exchanges in the following situations:

• Wrong item received — we send the correct item and arrange collection of the wrong one at no cost to you.
• Defective product — we send a free replacement at no cost to you.
• Customer ordered wrong product — exchange accepted if the product is unopened and in original packaging. Customer is responsible for return shipping. The replacement is dispatched once the return is received and inspected.

7. Return Shipping Costs

8. Perishable & Food Safety Guidelines

Because Zarfoni deals exclusively in natural food products, the following food safety rules apply to all returns and exchanges:

• Returned food items that have been opened cannot be resold — they are discarded or donated rather than restocked.
• Any returned product must be securely sealed to prevent contamination during transit.
• Zarfoni will not accept returns of honey, oils, or flour that show signs of contamination or improper storage.
• For quality investigations, we may ask you to return the product in its original container — Zarfoni will cover the courier cost for this.
• Raw honey may naturally crystallise — this is not a defect. Gently warm the jar in hot (not boiling) water to reliquefy. Crystallisation does not qualify as a quality issue.
• Natural variation in colour, texture, or aroma of stone-ground flour and cold-pressed oils is normal and is not grounds for return.

9. Our Goodwill Commitment

10. Contact Us

For all return, refund, or exchange enquiries, please contact us through any of the following:

11. Policy Updates

This policy is reviewed periodically and may be updated to better serve our customers. The version and effective date are noted at the top of this page. The latest version is always available on zarfoni.com. Continued use of our store after any updates constitutes acceptance of the revised policy.