Refund and Returns Policy

Effective date: July 14, 2026

Treasure African Market wants customers to receive products in acceptable condition and to receive the products they ordered. This policy explains when returns, exchanges, refunds, or store credits may be available.

Nothing in this policy limits rights or remedies that cannot be excluded under applicable law.

1. Contact Information

Treasure African Market
16650 McKenzie Lake Boulevard SE
Calgary, Alberta T2Z 1N4
Canada

Telephone: 1-403-800-7390
Email: treasureafricanmarket@gmail.com

2. Thirty-Day Return Period for Eligible Non-Perishable Products

Eligible non-perishable products may be returned within 30 days of purchase or delivery.

To qualify for a return, an item must:

  • Be unused
  • Be unopened, where applicable
  • Be in its original condition
  • Include its original packaging, accessories, seals, and labels
  • Be accompanied by a receipt, order confirmation, or other acceptable proof of purchase
  • Not be listed as a non-returnable product

Treasure African Market reserves the right to inspect a returned product before approving a refund or exchange.

3. Perishable and Food Products

For health, safety, and quality-control reasons, the following products cannot normally be returned or exchanged merely because the customer changed their mind:

  • Fresh food
  • Frozen food
  • Refrigerated food
  • Produce
  • Meat and seafood
  • Baked goods
  • Prepared food
  • Opened food products
  • Products requiring temperature control
  • Other perishable products

A perishable or food product may qualify for a refund, replacement, or store credit when it was:

  • Spoiled or unfit at the time of pickup or delivery
  • Damaged before the customer received it
  • Incorrectly supplied
  • Missing from the order
  • Subject to a verified recall
  • Otherwise defective when received

Problems involving perishable, fresh, frozen, or refrigerated goods should be reported within 24 hours of pickup or delivery.

Customers should not consume a product they reasonably believe is spoiled, contaminated, unsafe, or incorrectly labelled.

4. Evidence Required for Food or Perishable-Product Claims

To assess a claim, Treasure African Market may require:

  • The order number
  • A receipt or proof of purchase
  • Photographs of the product
  • Photographs of the packaging
  • The expiry date, best-before date, lot code, or product label
  • An explanation of the problem
  • Confirmation of how the product was stored after pickup or delivery
  • The product to be retained until the claim has been reviewed

Customers should not dispose of the product or packaging before contacting us unless keeping it would be unsafe.

Approval depends on the circumstances and the information reasonably available.

5. Frozen and Refrigerated Products

Frozen and refrigerated products must be stored appropriately immediately after pickup or delivery.

Refunds may be refused where deterioration resulted from:

  • Delayed refrigeration or freezing
  • Improper storage
  • An unattended delivery authorized by the customer
  • Failure to receive the order promptly
  • Leaving products in a vehicle or outdoors
  • Power failure or appliance malfunction after delivery
  • Handling occurring after the customer received the order

6. Non-Returnable Products

Unless defective, damaged, incorrectly supplied, or otherwise required by law, we do not accept returns of:

  • Gift cards
  • Perishable food
  • Fresh, frozen, or refrigerated products
  • Opened food or beverages
  • Opened health or personal-care products
  • Intimate or sanitary goods
  • Items with broken hygiene or safety seals
  • Hazardous materials
  • Flammable liquids or gases
  • Clearance, final-sale, or specially marked non-returnable products
  • Products damaged through misuse or improper storage
  • Products without reasonable proof of purchase

This list does not prevent a customer from making a valid claim concerning a defective, damaged, unsafe, recalled, missing, or incorrectly supplied product.

7. Incorrect, Missing, Damaged, or Defective Items

Customers should inspect their order promptly.

When an item is missing, incorrect, damaged, or defective, contact us as soon as possible. Perishable-product concerns should generally be reported within 24 hours.

Depending on the circumstances, we may provide:

  • A replacement
  • An exchange
  • A refund to the original payment method
  • A partial refund
  • Store credit, with the customer’s agreement

The available remedy may depend on the product, evidence supplied, availability of replacement stock, and applicable law.

8. Product Weight Variations

The final weight of meat, produce, and other products sold by approximate weight may differ slightly from the weight displayed online.

Where the checkout system uses an estimated weight, the amount may be reasonably adjusted to reflect the product’s actual weight where that process is clearly disclosed and lawfully completed.

A normal and disclosed weight variation is not, by itself, considered a product defect.

Customers should contact us if they believe the difference is substantial or the amount charged was incorrect.

9. Sale and Final-Sale Items

Products clearly marked final sale are not returnable because of a change of mind.

A reduced or sale price does not remove a customer’s right to contact us about an item that was damaged, defective, spoiled, recalled, missing, or incorrectly supplied.

10. Exchanges

Eligible products may be exchanged within the applicable return period, subject to inspection and product availability.

For health and safety reasons, perishable, opened, sanitary, and temperature-controlled products are not normally eligible for exchange unless there was a verified problem when the customer received them.

Contact us before bringing or sending an item back.

11. Return Authorization

Customers must contact Treasure African Market before mailing or couriering a return.

Do not send products back to the manufacturer unless Treasure African Market or the manufacturer specifically instructs you to do so.

Unauthorized returns may be refused or may experience processing delays.

12. Returning a Product to the Store

After contacting us, approved returns may be brought to:

Treasure African Market
16650 McKenzie Lake Boulevard SE
Calgary, Alberta T2Z 1N4

Customers should bring:

  • The product
  • Original packaging
  • Included accessories
  • Receipt, order confirmation, or proof of purchase
  • Any return authorization or communication provided by the store

13. Returns by Mail or Courier

A product should be mailed or couriered only after Treasure African Market approves the return and provides instructions.

Unless the return resulted from our error or a defective or damaged product, the customer is responsible for return-shipping costs.

Original delivery and shipping charges are generally non-refundable unless:

  • The order was incorrect because of our error
  • The product was defective or damaged when received
  • A refund of those charges is required by law
  • Treasure African Market expressly agrees otherwise

Customers returning higher-value items should consider using a trackable service and shipping insurance.

Treasure African Market is not responsible for a return parcel until it is received at the store.

14. Inspection and Approval

Once a returned product is received, we will inspect it and determine whether it meets the requirements of this policy.

We may contact the customer if additional information is required.

A refund may be refused or reduced when:

  • The product has been used
  • Packaging, accessories, or parts are missing
  • The product was damaged after delivery
  • The product was improperly handled or stored
  • The return falls outside the applicable return period
  • The product is non-returnable
  • Reasonable proof of purchase is unavailable

Any partial refund will reflect the particular circumstances and applicable law.

15. Refund Processing

Approved refunds will normally be issued to the original payment method.

Processing times depend on the payment provider and financial institution. After Treasure African Market submits a refund, additional time may be required before it appears in the customer’s account.

Delivery, shipping, and service charges are refundable only where stated in this policy, agreed by Treasure African Market, or required by law.

16. Late or Missing Refunds

Customers who have been notified that a refund was processed but have not received it should:

  1. Check the relevant bank or payment account.
  2. Contact the card issuer or payment provider.
  3. Contact the bank, as posting delays may apply.
  4. Contact Treasure African Market at treasureafricanmarket@gmail.com if the refund still cannot be located.

17. Gifts

When an eligible product was purchased as a gift, the refund will normally be issued to the original payment method used by the purchaser.

Treasure African Market may offer store credit to the recipient where appropriate and agreed, but is not required to issue cash to someone who did not make the original payment.

18. Order Cancellations

Customers must telephone 1-403-800-7390 as soon as possible to request cancellation.

An email, website message, or attempted online cancellation does not guarantee that the order will be stopped in time.

A cancellation may be approved when the order has not yet been prepared, packed, transferred to a delivery provider, or dispatched.

Once preparation has begun—especially for fresh, frozen, refrigerated, prepared, or other perishable products—the order may no longer qualify for a full cancellation or refund.

When a cancellation is approved, the refund will normally be returned to the original payment method.

19. Delivery Problems

Customers must provide accurate delivery information and be available to receive products requiring prompt refrigeration or freezing.

A refund may be refused where loss, theft, spoilage, or deterioration resulted from:

  • An incorrect or incomplete address supplied by the customer
  • An inaccessible building
  • The customer being unavailable
  • An unattended delivery requested or authorized by the customer
  • Failure to retrieve or store the order promptly
  • Theft or weather exposure after confirmed delivery

Contact the store promptly if the order was delivered to the wrong address, was damaged in transit, or did not arrive.

20. Recalls and Safety Issues

Customers should not use or consume a product subject to a recall or known safety concern.

Where appropriate, Treasure African Market may provide instructions, a replacement, a refund, or another remedy based on the recall notice, manufacturer directions, supplier requirements, and applicable law.

21. Need Help?

For questions concerning returns, refunds, damaged products, spoiled food, missing products, exchanges, or cancellations, contact:

Treasure African Market
Telephone: 1-403-800-7390
Email: treasureafricanmarket@gmail.com
Address: 16650 McKenzie Lake Boulevard SE, Calgary, Alberta T2Z 1N4