1. Our Commitment to Quality At Fabiola Amazing Food Company Ltd, food safety and quality are our highest priorities. Our facilities operate under strict hygiene protocols, and our products align with rigorous KEBS standards. If you are not completely satisfied with the quality of your order, we are committed to making it right.
2. Eligibility for Replacements Because our products are consumable food items, we do not accept standard returns for a refund. However, we gladly offer product replacements under the following conditions:
- The product packaging was damaged or compromised during transit.
- The product received is incorrect or does not match your procurement order.
- The product is found to be defective or fails to meet our stated quality standards upon opening.
3. How to Request a Replacement To request a replacement, please follow these steps within 48 hours of receiving your delivery:
- Document the Issue: Take clear photographs of the damaged packaging, incorrect item, or quality concern, along with the batch number printed on the package.
- Contact Us: Email our operations team or use the form on our Contact Us page. Include your order details, the photographs, and a brief description of the issue.
- Resolution: Our Quality Assurance team will review the claim immediately. Upon approval, we will dispatch a replacement batch at no additional cost to you.
4. Delivery & Fulfillment Timelines We stand by our rapid response commitments for all standard orders and approved replacements:
- Kakuma & Kalobeyei Regions: Fulfillment and replacement delivery within 12 hours.
- Nairobi & Other Major Towns: Fulfillment and replacement delivery within 48 hours.
5. Non-Replaceable Items We cannot offer replacements for products that have been damaged due to improper storage by the customer (e.g., exposure to moisture or pests after delivery) or if the claim is made more than 48 hours after the delivery has been completed.