Cancellation & Refund Policy

Last Updated: May 14, 2026

This Cancellation & Refund Policy explains the conditions under which orders placed through L'épicerie d'orient may be canceled or refunded.

1. Order Cancellation by Customers

Customers may cancel an order only before the order has been:

• Confirmed by the store, or
• Assigned to a delivery driver, or
• Prepared for delivery.

Once an order is being prepared or delivered, cancellation may no longer be possible.

2. Cancellation by Stores or Vendors

Stores may cancel orders due to:

• Product unavailability
• Pricing errors
• Operational issues
• Force majeure events

If a store cancels an order after payment, the customer will receive a refund according to the payment provider’s processing timeline.

3. Delivery Failures

Orders may be canceled if:

• The customer is unreachable
• The delivery address is incorrect
• Delivery cannot be completed due to safety or access issues

In such cases, delivery fees may not be refundable.

4. Refund Eligibility

Refunds may be issued for:

• Cancelled orders
• Missing products
• Incorrect items
• Damaged products
• Failed payments

Refund requests must generally be submitted within 48 hours of delivery.

5. Refund Method

Approved refunds will be processed using the original payment method whenever possible.

Refund processing times may vary depending on banks, mobile money operators, or payment providers.

6. Non-Refundable Situations

Refunds may be refused in cases including but not limited to:

• Customer error during ordering
• Change of mind after preparation or dispatch
• Minor packaging differences
• Delays caused by weather, traffic, or unforeseen events

7. Contact for Refund Requests

For cancellation or refund assistance, contact:

L'épicerie d'orient Email: [email protected] Phone: +225 01 03 35 35 35