As a delivery service, Njoku Express acts as an intermediary between customers and vendors. Our refund policy covers delivery-related issues as well as situations where we are responsible for the condition or accuracy of your order.
Overview
At Njoku Express, we are committed to ensuring every delivery meets the standard our customers expect. If something goes wrong with your order — whether it is a missing item, damaged package, incorrect delivery, or a significant delay — we want to hear about it and make it right.
This policy sets out when refunds apply, how to request one, and how long the process takes. Please report any issues within 30 minutes of receiving your delivery for the fastest resolution.
Eligible Refund Situations
You are entitled to a full or partial refund in the following situations:
Order Not Delivered
Your order was confirmed but never arrived and no satisfactory explanation was provided.
Wrong Items Delivered
You received items that do not match what you ordered.
Missing Items
Part of your order was missing from the delivery.
Significantly Damaged Items
Items arrived unusable or unsafe to consume due to damage during transit, not prior to collection.
Significantly Late Delivery
Order arrived over 60 minutes beyond the estimated window and caused material inconvenience.
Overcharging
You were charged an amount different from what was agreed at the time of order.
Non-Refundable Situations
The following situations are generally not eligible for a refund:
You ordered the wrong item and the correct item was delivered.
You were unavailable to receive the delivery after repeated contact attempts by the rider.
The delivery address you provided was incorrect or inaccessible.
You changed your mind after the rider collected the order from the vendor.
Minor quality differences within the normal variation of the vendor's product.
Delays caused by circumstances outside our control (severe weather, road closures, vendor delays).
Refund requests submitted more than 24 hours after delivery.
How to Request a Refund
To request a refund, contact us by email as soon as possible — ideally within 30 minutes of delivery:
Email (Recommended)
Send details to support@njokuexpress.com. Include your name, order details, and a description of the problem.
Phone Call
Call +237 6 70 27 32 36 during business hours, Tuesday to Saturday, 8am–5pm.
Providing photos of the issue (e.g. wrong items, damaged goods) significantly speeds up the investigation and approval process.
Refund Process & Timelines
Once your refund request is received, we will investigate and notify you of the outcome within 24 hours. Approved refunds are processed as follows:
1
MTN MoMo / Orange Money
Refund sent to your mobile money account within 24–48 hours of approval.
2
Cash Orders
A cash refund is provided by our rider, or a delivery credit is applied to your next order — your choice.
3
Partial Refunds
Where only part of the order is affected, a proportional refund will be issued.
In some cases, we may offer a replacement delivery rather than a cash refund — we will always discuss this with you by email before proceeding.
Food & Perishable Items
Because food and grocery items are perishable, we ask that you inspect your order immediately upon receipt. If you notice any problem, please contact us right away by email — ideally with a photo.
We cannot process refund claims for food items that have been consumed or significantly altered after delivery. For grocery orders, claims must be made before the items are used or stored.
Delivery Fee Refunds
Delivery fees are non-refundable once a rider has been dispatched, except in cases where:
The order was not delivered due to an error on our part.
We cancelled the order before dispatch at our discretion.
The delivery was significantly delayed beyond our control and you chose to cancel.
Contact Us
For refund requests or any delivery issue, please reach out as soon as possible:
Email
support@njokuexpress.com
Phone
+237 6 70 27 32 36 (Tue–Sat, 8am–5pm)
Issue with your delivery?
Report it by email within 30 minutes for fastest resolution.