Refund Policy

At Storich, customer satisfaction is our priority. Because we deal in fresh and perishable groceries, our refund policy is designed to be fair to both customers and to the nature of the products. Please read this policy carefully before placing an order.

1. Order Cancellation — Before Delivery Date

You may cancel any order at any time before your selected delivery date and receive a full refund. To cancel:

1. Go to My Orders in your account
2. Select the order you wish to cancel
3. Tap "Cancel Order" and confirm

Your refund will be returned to your original payment method within 3–5 business days, depending on your bank's processing time.

2. Order Cancellation — On or After Delivery Date

Once your selected delivery date has arrived, cancellations are no longer accepted. This is because perishable items — fresh produce, meat, seafood — are prepared, packaged, and dispatched early on the delivery day. Cancelling at this stage results in unavoidable waste that our small business cannot absorb.

We strongly encourage you to cancel well in advance if your plans change. You can reschedule your delivery date from the Orders page as long as it is before the current delivery date.

3. Wrong or Damaged Items

If you receive an item that is:

• Different from what you ordered
• Damaged or broken on arrival
• Significantly below the quantity or weight stated

Please contact us within 24 hours of delivery at hello@storich.shop with a photo of the item. We will either send a replacement at no extra charge or issue a full refund for the affected item(s) within 3–5 business days.

4. Fresh Produce Quality Complaints

We take quality seriously. If fresh produce (vegetables, fruits, meat, seafood) is delivered in a condition that is clearly unfit for consumption, please report it within 2 hours of delivery with a photo. Reports made after this window may not be eligible for a refund, as perishable quality can deteriorate rapidly after delivery.

Valid complaints will receive a full refund or replacement for the affected item(s).

5. Group Buy Refunds

If a Group Buy does not reach its minimum number of slots before the expiry time, the group buy is cancelled and all participants receive an automatic full refund within 3–5 business days. No action is required from you.

Once a Group Buy has filled and the order has been placed, the same cancellation and refund rules as standard orders apply.

6. AI Assistant Negotiated Prices

Items added to your cart via the AI Shopping Assistant at a negotiated price follow the same refund policy as standard orders. The negotiated price is honoured in full if a refund is approved.

7. Non-Refundable Situations

Refunds will not be issued in the following circumstances:

• The order was correctly delivered and the delivery OTP was confirmed
• A cancellation request is made on or after the delivery date
• The delivery failed because you were unavailable or provided an incorrect address
• A quality complaint is made more than 24 hours after delivery (or more than 2 hours for fresh produce)
• The dissatisfaction is a matter of personal taste rather than a product defect

8. Refund Processing Time

Once a refund is approved by Storich, it is immediately submitted to Paystack. The time for the funds to appear in your account depends on your bank:

• Debit card: 3–5 business days
• Bank transfer: 1–3 business days

If your refund has not arrived after 7 business days, please check with your bank first, then contact us.

9. How to Request a Refund

To request a refund for damaged, wrong, or missing items:

1. Email us at hello@storich.shop
2. Include your order number (format: STR-YYYYMMDD-XXXX)
3. Describe the issue clearly and attach a photo where applicable

Our team will respond within 24 hours on business days (Monday – Saturday, 8am – 6pm WAT).

10. Contact Us