This Return and Refund Policy applies to all purchases made from Fresh Juice Point, a subsidiary of Mounib Vet and Agro Ltd (CAC: RC 7674496), through our online store at mounibva.com.
Fresh Juice Point delivers fresh, quality juices exclusively within Kaduna, Nigeria. Please read this policy carefully before placing your order.
Our Commitment to Quality
At Fresh Juice Point, we are committed to providing you with fresh, high-quality juice products. We prepare all orders with care and ensure proper packaging for delivery. However, due to the perishable nature of our products, our return and refund policy has specific conditions.
General Return Policy
Products Are Non-Returnable
Due to the fresh and perishable nature of our juice products:
- Returns are NOT accepted once products have been delivered
- No exchanges are available after delivery
- All sales are considered final unless the product is defective or damaged upon delivery
This policy is in place to maintain food safety standards and ensure all our customers receive fresh products.
Refund Policy
When We Offer Refunds or Replacements
We will provide a full refund or free replacement in the following circumstances:
1. Defective or Damaged Products
- Product arrives spoiled, contaminated, or clearly unfit for consumption
- Packaging is severely damaged, causing product compromise
- Product is leaking or improperly sealed upon delivery
- Visible foreign objects or contamination in the product
2. Wrong Order Delivered
- You received a completely different product than what you ordered
- Incorrect flavor or type of juice delivered
- Wrong quantity delivered (missing items)
- Someone else’s order was delivered to you by mistake
3. Quality Issues Upon Delivery
- Product shows signs of spoilage at the time of delivery
- Product has an off smell or unusual appearance when opened immediately upon delivery
- Product is expired or past the recommended consumption date
- Product has separated or curdled abnormally (beyond normal settling)
Important: Inspection at Delivery
You must inspect your order immediately upon delivery. Issues must be reported within 2 hours of delivery to qualify for refund or replacement.
Non-Refundable Circumstances
We CANNOT provide refunds, replacements, or compensation for:
Personal Preferences
- Change of mind after order is placed or delivered
- Dislike of taste, flavor, or sweetness level
- Personal preference for different ingredients
- Expected vs. actual taste differences
Customer Responsibility Issues
- Allergic reactions (customers must review ingredients before ordering)
- Products consumed partially or fully before reporting an issue
- Products stored improperly after delivery (not refrigerated)
- Products consumed after the recommended consumption timeframe
- Complaints made more than 2 hours after delivery
Order Issues
- Orders cancelled after payment has been processed and preparation has begun
- Customer unavailable at delivery address during scheduled delivery time
- Incorrect delivery address provided by customer
- Orders refused at delivery without valid reason
- Delays in consumption that result in natural product degradation
Minor Variations
- Slight color variations between batches (natural ingredient variations)
- Normal pulp settling or separation in fresh juices
- Ice melting during delivery (within reasonable delivery time)
- Minimal foam or bubbles in certain juice types
How to Request a Refund or Replacement
If you receive a defective or damaged product, follow these steps:
Step 1: Do Not Consume
- Do not consume or dispose of the product
- Keep the product and packaging intact for verification
Step 2: Document the Issue
- Take clear photos of the product showing the issue
- Take photos of the packaging and label
- Take photos of the entire order received
Step 3: Contact Us Immediately
Contact Fresh Juice Point within 2 hours of delivery:
- Phone: [Insert Fresh Juice Point contact number]
- WhatsApp: [Insert WhatsApp number]
- Email: [Insert email address]
Step 4: Provide Information
When contacting us, please provide:
- Your order number
- Date and time of delivery
- Clear description of the issue
- Photos of the product and packaging
- Your contact information
Step 5: Verification
- Our team will review your claim and photos
- We may ask additional questions or request more photos
- We may arrange for product collection for inspection (if necessary)
- Verification typically takes 1-2 business days
Refund Processing
Approved Refunds
Once your refund request is approved:
- Refund Method: Refunds will be processed to your original payment method
- Processing Time: 5-7 business days from approval
- Bank Processing: Additional 3-5 business days for funds to appear in your account
- Notification: You will receive confirmation via SMS/WhatsApp when refund is processed
Replacement Option
Instead of a refund, you may choose:
- Free replacement of the same product
- Credit toward your next order
- Alternative product of equal value
Replacements are typically delivered within 24-48 hours of approval.
Order Cancellation Policy
Before Payment
- You can cancel your order anytime before payment is completed
- No charges or penalties apply
- Simply do not proceed with payment
After Payment but Before Preparation
- Contact us immediately via phone or WhatsApp
- If order preparation has not started, we can cancel and issue a full refund
- Refund processed within 5-7 business days
After Preparation Has Started
- Once order preparation begins, cancellation is not possible
- Payment is non-refundable at this stage
- Order will be prepared and delivered as scheduled
During Delivery
- If you refuse delivery without valid reason, no refund will be provided
- Valid reasons include: wrong order delivered, visible damage, or quality issues apparent before opening
Delivery Issues and Refunds
Failed Delivery Attempts
If delivery cannot be completed due to:
- Customer unavailable: No refund; we will attempt redelivery (additional fee may apply)
- Incorrect address provided: No refund; redelivery attempted at customer’s expense
- Customer refuses delivery without valid reason: No refund
Delayed Deliveries
- If delay is caused by us and exceeds the promised delivery window by more than 2 hours, you may request a refund
- Weather-related delays or unforeseen circumstances do not qualify for refunds
- You will be notified of significant delays
Product Expiration and Consumption
Consumption Guidelines
- All fresh juices should be consumed within 24 hours of delivery
- Products must be refrigerated immediately upon delivery
- Follow storage instructions provided on the label
- Check “best before” date on packaging
After Consumption Period
- Claims for quality issues made after 24 hours will not be accepted
- We are not responsible for products consumed after recommended timeframe
- Products stored improperly (not refrigerated) are not eligible for refunds
Partial Order Issues
If you receive multiple items and only one is defective:
- Refund or replacement applies only to the defective item
- Other items in the order are not eligible for return
- You keep the non-defective items
Store Credit
In some cases, we may offer store credit instead of a cash refund:
- Credit can be used for future purchases
- Credit is valid for 3 months from issue date
- Credit is non-transferable and cannot be exchanged for cash
- You will receive a unique credit code via SMS/WhatsApp
Promotional and Discounted Items
Items purchased on promotion or with discount codes:
- Follow the same return and refund policy
- Refunds are for the amount actually paid (after discount)
- Promotional offers cannot be reapplied to replacement orders
Customer Rights
As a customer in Nigeria, you have the right to:
- Receive products that match the description on our website
- Receive products that are safe and fit for consumption
- Fair treatment in accordance with Nigerian consumer protection laws
- Clear communication about your refund status
Our Right to Refuse
We reserve the right to refuse refund requests if:
- Request is made after the 2-hour window
- Product has been consumed
- Evidence suggests misuse or tampering
- False or fraudulent claims are suspected
- Pattern of excessive refund requests is observed
Food Safety Notice
For food safety reasons:
- Returned products cannot be resold or redistributed
- We dispose of all returned products properly
- This is why we require photo evidence rather than physical returns in most cases
Contact Us for Refund Requests
Fresh Juice Point
(A subsidiary of Mounib Vet and Agro Ltd)
Phone: 08060670973
Business Address: GC 2 Habatie Plaza, No 24B Golf Course Road
For urgent delivery issues: Call or WhatsApp immediately
Policy Updates
We may update this Return and Refund Policy from time to time. Changes will be:
- Posted on this page with an updated date
- Effective immediately upon posting
- Applied to orders placed after the update
Previous orders remain subject to the policy in effect at the time of purchase.
Dispute Resolution
If you are not satisfied with how your refund request was handled:
- Request to speak with a supervisor or manager
- Submit a formal complaint in writing via email
- We will respond within 3-5 business days
- If still unresolved, you may seek mediation or arbitration in accordance with Nigerian consumer protection laws
Legal Compliance
This policy complies with:
- Nigerian Consumer Protection laws
- Nigeria Data Protection Regulation (NDPR)
- Food safety and hygiene regulations
Final Notes
- This policy should be read together with our Terms and Conditions and Privacy Policy
- By placing an order, you acknowledge that you have read and accepted this policy
- We strive for 100% customer satisfaction and will handle all claims fairly and promptly
Questions about this policy? Contact our customer service team before placing your order. We’re happy to clarify any concerns.
Thank you for choosing Fresh Juice Point! We appreciate your business and are committed to providing you with the freshest, highest-quality juice products in Kaduna.