We understand that there may be instances where you may need to ask for refund, and we are here to assist you. Please read our policy carefully to understand the guidelines and procedures for requesting returns & refunds on Husl.
ORDER Cancellation
Cancellations on the day of delivery are not possible as all items will have already been processed for delivery. Any order cancellations must be made before the delivery day.
Failed Delivery Attempt
If you reject an order or are unavailable to receive it after it has been dispatched, an additional delivery fee will be charged for a second delivery attempt. Husl is not responsible for the natural deterioration of perishable items in such cases.
Incomplete Deliveries
We strive to ensure complete satisfaction for our customers, but there may be instances where items are not delivered in full due to delays from our farmers and suppliers or quality issues. Rest assured, we are committed to delivering complete orders whenever possible.
Delivery Window
Our delivery partners adhere to a strict 15-minute waiting period at designated locations to ensure timely deliveries for all customers. We kindly ask for your prompt availability within this timeframe to avoid potential delays or additional transportation costs.
Refund Policy
We want you to be satisfied with your purchases. Refunds for both perishable and non-perishable items can be requested within six (6) hours of delivery.
Refunds will be processed to your Husl wallet or bank account, unless otherwise specified by our refund policy.
Guidelines for Refund
Overpayment
If you overpay for an order, we will refund the excess amount as shopping credits or directly to your bank account, provided: You supply any required information or documents requested for a direct refund. Our internal accounting and legal review confirms that the transaction and refund comply with anti-money laundering and counter-terrorism financing regulations. Please note that refunds may take up to 25 days to process.
Unavailability of Food Items
If we cannot supply a food item you ordered and your order is less than ₦5,000, the refund will be credited to your Husl wallet. This can be used for future purchases. For orders above ₦5,000, refunds can be processed to either your Husl wallet or bank account, based on your preference. If an item delivered is inadequate, the refund will be made to your Husl wallet.
Refund Eligibility
Perishable Food Items
Our policy covers items like fresh tomatoes, peppers, meat, fish, fruits, and vegetables. If you are dissatisfied with the quality, you may request a refund within six (6) hours of delivery.
To qualify for a refund, you must report the issue to Husl on the delivery day and provide visual evidence (photos or videos) of the unsatisfactory items.
Non-Perishable Food Items
This policy applies to grains (rice, beans, corn), roots (plantain, potatoes), tubers (yams), and dry items (spices). If you wish to return any of these items, you must do so within 24 hours of delivery, following a valid complaint lodged within six (6) hours of receipt.
Husl will review your complaint, and we may request visual evidence to facilitate a smooth return or refund process.
Exemptions for Returns/Refunds
Husl will not accept returns or issue refunds for any food items (perishable or non-perishable) unless a valid complaint is filed within six (6) hours of delivery and confirmed by Husl.
Delayed Refunds
Once Husl confirms your refund, please check your Husl wallet or bank account to ensure the refund has been processed. If the refund was sent directly to your bank account, please allow time for it to be posted by your bank.
If you have not received your refund after checking, please contact us at hello@husl.com, via WhatsApp at +234 707 717 5925.
Return Transportation Costs
If items are defective or if a valid complaint is registered with Husl, the cost of returning the items will be covered by Husl. If the customer changes or rescinds an initial order, they will be responsible for the transportation costs.
