Refund Policy

Last updated: 25 July 2026

1. Our position

We want you to be pleased with what you receive. If something arrives damaged, incorrect, or not as described, tell us and we will put it right. This policy explains how, and sets out the limits that apply to hampers and personalised goods.

Nothing here affects your statutory rights under the Federal Competition and Consumer Protection Act 2018.

2. Damaged, incorrect or missing items

Check your order when it arrives. If anything is broken, missing, or not what you ordered:

• Contact us within 48 hours of delivery.
• Send photographs of the item and its packaging, along with your payment reference.
• Keep the item and its packaging until we've resolved it — we may need to collect it.

Where the fault is ours, we will replace the item, resend the order, or refund you in full — your choice. We cover the cost of collection and re-delivery in these cases.

3. Cancelling an order

Before dispatch: you can cancel for a full refund, as long as your hamper hasn't been assembled and any personalisation hasn't started. Contact us as soon as possible.

After assembly but before dispatch: we may deduct the cost of any perishable or personalised items already used.

After dispatch: the order can no longer be cancelled, though sections 2 and 4 may still apply.

4. Items we cannot accept back

Because of the nature of what we sell, the following cannot be returned or refunded unless they are faulty, damaged, or not what you ordered:

• Food, drink, chocolates, and anything else perishable, once delivered;
• Personalised, engraved, monogrammed or custom-branded items;
• Bespoke hampers curated to your specification;
• Items where the seal or packaging has been opened, unless the fault was inside;
• Alcohol, once delivered, except where damaged or incorrect.

This is standard for gift and food businesses, and it protects the quality and safety of what we sell.

5. Change of mind

For non-perishable, non-personalised items — trunk boxes and empty gift boxes, for example — you may return an unused item in its original packaging within 7 days of delivery. Return delivery is at your cost, and we refund the item price once we've received and inspected it. The delivery fee you originally paid is not refunded.

6. Delivery problems

If your order does not arrive within the agreed window, contact us and we will trace it. Where a delivery is lost in transit, we will resend or refund in full.

Where a delivery fails because the address was incomplete, nobody was available to receive it, or the recipient refused it, the delivery fee is not refundable and a re-delivery fee may apply.

7. How refunds are paid

Refunds are made to the original payment method through Paystack. Once we approve a refund, Paystack typically returns the funds to your bank within 5 to 10 business days, depending on your bank. We cannot speed this up from our side, but we can give you the refund reference to quote to your bank.

For orders paid by transfer arranged over WhatsApp, refunds go back to the account the payment came from.

8. Failed or duplicate payments

If your account was debited but your order did not go through, or you were charged twice, contact us with your payment reference. We verify every payment against our records, so these are straightforward to trace. Confirmed duplicate or failed-order charges are refunded in full.

Occasionally a bank places a temporary hold on funds for a payment that did not complete. These usually reverse automatically within 24 hours without any action from us.

9. How to make a request

Email sales@ma-racklimited.com or message us on WhatsApp with:

• your payment reference or order date;
• what went wrong;
• photographs, if the item is damaged or incorrect;
• whether you would prefer a replacement or a refund.

We acknowledge requests within one business day and aim to resolve them within five.