Version 2.0 · Effective 06-OCT-2026 · Last updated 06-OCT-2026
Our promise to you.
At GrowNest, we want you to feel confident when you shop. You should receive the groceries or foodstuffs you ordered, in the condition and quantity reasonably expected from the information provided at purchase.
When something goes wrong, we want you to tell us. We will review the matter fairly and work toward the appropriate resolution.
You may contact GrowNest where, for example, an item:
Depending on the circumstances, the appropriate remedy may include a replacement, refund or another remedy required by law.
We strongly encourage you to report any order problem within 3 working days after delivery. This gives GrowNest the best opportunity to investigate the issue promptly while the order, delivery and item information can be properly verified.
When contacting us, please provide:
Important: the 3-working-day period is GrowNest’s standard operational reporting window for prompt investigation and resolution. It is not intended to extinguish, reduce or waive any statutory consumer right or remedy that cannot lawfully be excluded.
Where a return is appropriate, GrowNest will provide reasonable instructions for the return.
Please keep the affected item and, where reasonably possible, its packaging until the matter has been reviewed. Do not dispose of an item that is the subject of a complaint unless GrowNest tells you that you may do so or the circumstances make this necessary.
Where an eligible item can reasonably be replaced, GrowNest may provide a replacement.
Where the same item is unavailable, GrowNest may provide an appropriate alternative or process an applicable refund, subject to the circumstances and applicable law.
Where a refund is approved or otherwise required, GrowNest will refund the applicable amount. Where reasonably practicable, the refund will be made through the original payment method.
If the original method cannot reasonably be used, GrowNest may communicate an alternative method. The time for a refund to reach you may depend on your bank, payment provider or other financial institution.
Where only part of an order is affected, the refund may relate only to the affected portion.
A change of mind does not automatically create a right to return or refund where the goods supplied conform to the order and applicable requirements.
However, nothing in this provision is intended to remove any statutory right that applies under Nigerian law.
A return or refund may not be available where an issue resulted from the customer’s handling, use, storage or alteration of an item after delivery.
This does not apply where the alleged damage or defect was already present or where applicable law provides otherwise.
If you receive an item you did not order or an item is missing from your paid order, please contact GrowNest promptly and preferably within 3 working days.
We will review the order against our records and determine the appropriate resolution.
Food Plan payments are subject to the specific Food Plan & Subscription Terms applicable to the customer’s plan.
Where a customer requests cancellation or a refund, GrowNest will review the plan status, payment history, fulfilment status and applicable terms. Nothing in the Food Plan terms is intended to remove a statutory consumer right.
GrowNest wants every genuine customer to receive fair treatment. We may investigate repeated or materially false claims and may restrict an account where there is reasonable evidence of fraud or abuse.
A genuine complaint will not be treated as fraudulent merely because GrowNest disagrees with the customer’s assessment.
This Policy provides GrowNest’s operational process for handling returns and refunds. It does not replace applicable Nigerian consumer-protection law or remove a right or remedy that cannot lawfully be excluded.
Please use the customer-support channels published on GrowNest.africa or within the GrowNest application to report an issue.
Our goal is straightforward: if something goes wrong, tell us. We will listen, investigate and provide the appropriate resolution.