Refund policy.

If something arrives short, damaged, or simply not right — here's how we put it back in order. Refunds go to the original payment method, never to a store credit, unless you explicitly ask.

When you can request a refund

• Damaged on arrival — packaging crushed, broken seals, spoiled produce.
• Short delivery — an item on the invoice that's not in the parcel.
• Wrong item — we packed something different from what you ordered.
• Quality issue within shelf life — fresh item turning before its date, or a packaged product opened to find it spoiled.

You have 24 hours from delivery to flag damaged or short items, and the full shelf-life of the product to flag a quality issue.

How to request

1. Email info@nulakaz.com or use the contact form with your order number.
2. Attach a photo of the issue (the packaging, the affected item, or the invoice — whichever is clearest).
3. Tell us whether you'd prefer a refund or a replacement on your next order.

Timelines

• Card / MCB Juice payments — refund processed within one working day; appears on your statement within 5 to 7 working days depending on your bank.
• Cash on delivery — refunded by bank transfer or as store credit (your choice) within two working days of agreement.
• Replacements — included in your next order at no extra delivery cost.

What can't be refunded

• Perishable items accepted at the door without an issue raised, after the 24-hour window.
• Items consumed or used past more than half the package, unless the defect was hidden.
• Customer-driven changes of mind on bespoke or special-order items (these are flagged at checkout).

Disputes

If we can't agree on the outcome, the order can be escalated to the Mauritius Consumer Protection Bureau. We rarely get there — most issues are resolved within 24 hours of the first email.