Returns, Refunds & Hygiene Policy
Last Updated: 18 May 2026
Overview
This Returns, Refunds & Hygiene Policy outlines our procedures for delivery, payment verification, item inspection, and the refund process. We are committed to ensuring customer satisfaction whilst maintaining strict hygiene standards and operational efficiency.
1. The "Full Payment" Delivery Protocol
1.1 Inspection Upon Arrival
Upon delivery, customers are required to inspect the external quality and condition of their bags and items:
- Check for visible damage, tears, or contamination on packaging
- Verify that all ordered items are present
- Assess the freshness and condition of items
- Note any discrepancies before accepting the delivery
1.2 Payment Processing
Full payment must be processed before items are handed over to the customer:
- Payment can be made via POS (Point of Sale) terminal or bank transfer
- The rider will not release items until payment confirmation has been received
- Payment receipts should be retained for record-keeping and dispute resolution
1.3 Issues During Handover
If any items are found to be below our quality standards at the time of delivery:
- Notify the rider immediately before accepting the delivery
- Document the specific items and issues, with photographs where possible
2. Refund Process (24–48 Hours)
2.1 Verified Issues
Refund Timeline
- Issues must be reported within 24 hours of delivery
- Upon verification of the complaint, refunds are processed within 24 to 48 hours
- Refunds are issued via bank transfer to your original payment method
- You will receive a confirmation email containing the transaction reference details
- Processing times may vary depending on your financial institution
2.2 Non-Returnable Items
Due to strict hygiene regulations and food safety standards, certain items cannot be returned once the rider has left the premises:
The following items are non-returnable:
- Fresh produce (vegetables, fruits, and perishable items) cannot be returned
- Opened or partially consumed items cannot be refunded
- Items that have been exposed to contamination or improper storage cannot be accepted
These restrictions exist to protect public health and to comply with food safety legislation.
2.3 Hygiene Standards
We maintain rigorous hygiene protocols throughout the delivery process:
- All items are handled using food-safe practices and appropriate personal protective equipment (PPE)
- Delivery baskets are sanitised between orders
- Riders are trained in hygiene and food safety standards in-house
- All fresh produce is inspected for quality before dispatch
- Items are transported in a hygienic environment at all times
3. Dispute Resolution
If you wish to dispute a refund decision or have concerns about the hygiene or quality of items received:
- Contact our customer support team at support@jokomart.com
- Provide photographic evidence of the issue where available
- Include your order number and delivery date
- Our team will investigate and respond within 2 business days
- Final decisions on disputed refunds will be communicated in writing
4. Customer Responsibilities
By using our delivery service, customers acknowledge the following responsibilities:
- Thorough inspection of items upon accepting delivery
- Timely reporting of any issues within 24 hours of delivery
- Appropriate storage of perishable items after delivery
- Adherence to food safety guidelines for items purchased
- Reasonable care in handling items to prevent contamination or damage
5. Contact Us
For refund enquiries, quality concerns, or hygiene-related complaints, please contact:
We aim to resolve all refund requests and complaints within the stated timeframes.
By using our delivery services, you agree to comply with this Returns, Refunds & Hygiene Policy.