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Return Policy

We sell food, so return rules differ from other retailers: much of the range cannot re-enter inventory once it leaves our control. Here is exactly what can and cannot be returned.

Last updated: August 1, 2026

1. Our commitment

If a product arrives damaged, expired, incomplete or different from what you ordered, we fix it: replacement, substitution or refund of that product's value. No runaround.

2. Claim windows

  • Refrigerated and frozen products: within 24 hours of delivery.
  • Fresh and perishable products: within 24 hours of delivery.
  • Pantry, canned goods, beverages, sweets and hygiene items: within 7 calendar days of delivery, provided the product is unopened and in its original packaging.
  • Shortages or order errors: within 24 hours of delivery.

3. What cannot be returned

For health and traceability reasons, we cannot accept returns of:

  • Refrigerated or frozen products that have left the cold chain, unless the issue is attributable to us.
  • Opened or partially consumed products, or products with a broken factory seal.
  • Fresh or perishable products claimed outside the stated window.
  • Products spoiled by improper storage after delivery.
  • Products prepared or portioned specifically for your order.
  • Orders for which no reference number or proof of purchase is available.

4. How to file a claim

Write to us via WhatsApp or email, on the same channel where you sent the order, and include:

  • The order reference number (LMD-… format).
  • The product name and the affected quantity.
  • A short description of what happened.
  • Photos of the product, the packaging and, where applicable, the label showing batch and expiry date.

5. How it gets resolved

We review each case and respond within the business hours stated on the site. Depending on the situation, the resolution may be:

  • Replacement of the product on the next delivery to your area.
  • Substitution with an equivalent product, subject to your approval.
  • A credit note toward your next order.
  • A refund of the affected product's value through the same payment method you used.

6. Refunds

Refunds are issued through the same payment method used, unless we agree otherwise with you.

The time to appear in your account depends on your bank or payment method; on our side the order is issued as soon as the claim is approved.

Shipping costs are refunded only when the error was ours or when the entire order was defective.

7. Cancellations

You can cancel an order at no cost as long as it has not left on its route and cold preparation has not started.

If the order has already been dispatched, the rules in this policy apply according to the product type.

8. If you received the wrong product

If we delivered something other than what you ordered, do not open it and let us know: we arrange collection at no cost to you and dispatch the correct product on the next available route.

9. Your rights as a consumer

This policy complements — and in no way replaces or limits — the rights granted to you by consumer protection law in your jurisdiction.