Returns & Exchanges

New Era Cuisine Philadelphia - Return & Exchange Policy

At New Era Cuisine Philadelphia, we are committed to providing you with the highest quality and most delicious Nigerian food. We take great pride in our ingredients and preparation. We understand that sometimes issues may arise, and we want to ensure your satisfaction.

Our Commitment to You:

We guarantee the quality and freshness of all our dishes. If you receive an item that is incorrect, damaged, or unsatisfactory due to our error, we want to make it right.

General Policy:

Due to the perishable nature of food, we generally do not accept returns or offer exchanges on food items once they have been delivered or picked up, unless the item is deemed unsatisfactory due to our error (e.g., incorrect item, spoilage upon delivery, missing item).

When a Return or Exchange May Be Possible:

We will consider a return or exchange in the following specific circumstances:

1. Incorrect Item Received: If you received a dish that is different from what you ordered.

2. Damaged Item: If your food arrived in a condition that is significantly damaged (e.g., spilled, packaging compromised) to the point where it is inedible or unsafe.

3. Quality Issue: If you believe the food quality is significantly below standard due to our preparation or ingredients (e.g., spoilage, undercooked/overcooked to an unacceptable degree).

4. Missing Item: If an item you paid for was not included in your order.

Process for Reporting Issues (Within 24 Hours of Delivery/Pickup):

To request a return, exchange, or refund for any of the above reasons, please contact us within 24 hours of receiving your order. Please have the following information ready:

Your Order Number: (Found on your receipt or confirmation email)

Date of Purchase/Delivery:

Name of the Item(s) in Question:

Reason for Return/Exchange: Please be specific.

Photographic Evidence: We may request clear photos of the incorrect, damaged, or unsatisfactory item(s) to help us assess the situation. This is especially helpful for quality or damage claims.

How to Contact Us:

Phone: (267) 534-5792

Email: info@neweracateringservices.com

Resolution Options:

Upon review of your request and provided evidence, we will determine the best course of action, which may include:

Replacement: Sending you the correct or a replacement item for a future order, or if feasible, arranging for a redelivery.

Refund: Issuing a partial or full refund for the unsatisfactory item(s) to your original method of payment. Refunds may take 5-10 business days to appear on your statement, depending on your bank.

Store Credit: Offering store credit for the value of the item(s), which can be used towards a future order.

Non-Returnable Items/Situations:

The following situations are generally NOT ELIGIBLE for returns or exchanges:

Change of Mind: We cannot accept returns or exchanges if you simply changed your mind about your order.

Slight Variation: Minor variations in taste, spice level, or presentation that are subjective and within the normal range of homemade cuisine.

Customer Error: If the error was made by the customer during the ordering process (e.g., ordering the wrong item, providing incorrect delivery details).

After 24 Hours: Claims made more than 24 hours after delivery or pickup.

Third-Party Delivery: If you used a third-party delivery service not directly affiliated with New Era Cuisine Philadelphia, please refer to their specific policies for issues related to delivery handling. However, we will still address product quality issues if reported within 24 hours.

Consuming Part of the Meal: If a significant portion of the meal has been consumed before reporting an issue.

Cancellations:

Orders for Pickup: Orders for pickup may be cancelled up to [e.g., 1 hour] before the scheduled pickup time for a full refund.

Delivery Orders: Due to the preparation process, delivery orders cannot be cancelled once they have been dispatched for delivery. Please contact us immediately if you need to make a change, and we will do our best to accommodate if possible before dispatch.

Policy Updates:

New Era Cuisine Philadelphia reserves the right to modify this Return & Exchange Policy at any time. Any changes will be effective immediately upon posting on our website.