Refund policy

Refund & Replacement Policy

Taste of Home by Bibi

At Taste of Home by Bibi, we take pride in delivering authentic African food products that meet strict quality and safety standards. Because many of our items are perishable or food-grade, we are unable to accept returns once a product has been opened or used.

We do, however, review refund or replacement requests in specific situations where product quality or safety may have been compromised during delivery.

1. Eligible Situations for Refund or Replacement

You may request a review if your order meets any of the following conditions upon delivery:

  • Damaged or unsealed packaging that has exposed dried or packaged products (such as garri, locust beans, or crayfish) to contamination.

  • Incorrect or missing items compared to your order confirmation.

  • Visible spoilage, mould, or odour in dried or packaged food products that indicate a quality issue.

Minor cosmetic imperfections to packaging that do not affect product safety or usability are not considered eligible.
Natural variations in texture, colour, or aroma — especially for traditionally processed items like palm oil or locust beans — are normal and not grounds for refund.

2. Frozen and Temperature-Sensitive Products

Frozen and temperature-sensitive items are packed with insulated liners and dry ice or gel packs to maintain quality during the estimated 1–2-day delivery window.
All frozen items leave our facility fully frozen. Once handed to the shipping carrier, delivery times and handling are beyond our control.
If there are courier delays or missed delivery attempts, Taste of Home by Bibi cannot be held responsible for any  condition caused by those delays.
Please ensure someone is available to receive and store the order upon delivery.

3. How to Report a Problem

To request a review, email info@tasteofhomebybibi.ca within 24 hours of receiving your order and include:

  • Your order number,

  • A brief description of the issue, and

  • Clear photos or videos showing the condition of the item(s) and packaging at delivery.

Claims submitted after 24 hours cannot be investigated.

4. Resolution Options

If your claim is approved, we will provide one of the following, depending on stock and circumstances:

  • A replacement item,

  • A store credit for the affected product(s), or

  • A partial or full refund to your original payment method.

Refunds are typically processed within 3–5 business days of confirmation.

5. Conditions

We reserve the right to deny claims that:

  • Are submitted without adequate photo or video documentation,

  • Result from improper storage after delivery (e.g., dried items left unsealed or frozen products left out), or

  • Involve dissatisfaction unrelated to damage, safety, or accuracy.

6. Our Commitment

Every order is handled with care and attention. If something goes wrong during delivery, we’ll make it right quickly and fairly.
Thank you for supporting small, independent food producers and trusting Taste of Home by Bibi for your authentic ingredients.