Returns & Refunds Policy

1. Exchanges

An exchange can be requested if:

• A different product arrives than what was ordered.
• The product arrives damaged or unusable.
• There’s an issue with the product or packaging due to transport.
• An expired product arrives.

If there’s a problem, contact customer service within 24 hours of receiving the order, with a clear photo of the product and the issue.

2. Refunds

A refund of the product’s value can be requested if:

• A damaged or unusable product arrives.
• A different product than ordered arrives, and the customer doesn’t want an exchange.
• The product is unavailable after the order was confirmed and paid for.

If approved, the refund goes to the original payment method — except cash-on-delivery orders, where the value is added to the customer’s Tamwenak in-app wallet for future purchases.

3. Non-Returnable Products

Due to the nature of food products, items cannot be returned or exchanged if:

• The customer simply changes their mind after receiving the product.
• The product has been opened or used.
• The product was stored improperly after receipt.
• The product is fresh or perishable — unless there’s a defect or damage upon receipt.

4. Missing Items

If an item is missing from the order, contact customer service within 24 hours of receiving the order. The order will be reviewed and the missing item either sent or refunded.

5. How to Contact

Send customer service: order number, product name, description of the issue, and a photo if needed.

“We review each case individually, and our goal is always for your order to arrive correct, complete, and in the best quality.”