Complaints and Refund Policy

Ottis African Market UK, a trading name of Ottis African Market UK Ltd

We want every customer to be satisfied with their order. This policy explains how to raise a complaint, how we handle refunds and returns, and what you can expect from us at each stage. This policy works alongside our Terms and Conditions and does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. How to Raise a Complaint

If you are unhappy with a product, an order, or any aspect of our service, please contact us as soon as possible using any of the following methods:

●      Email: info@ottisafricanmarket.co.uk

●      Telephone: 07766551846

●      Post: 20 Cross Flatts Drive, Leeds, LS11 7HY

When you contact us, please provide your order number, a description of the issue, and, where relevant, photographs of the product or packaging. This helps us investigate and resolve your complaint as quickly as possible.

2. What Happens Next

1. We will acknowledge your complaint within two working days of receiving it.

2. We will investigate the issue, which may include reviewing your order, packaging, and any supporting information you have provided, and, where relevant to imported products, checking with our supplier or freight partner.

3. We aim to provide a full response and proposed resolution within ten working days of receiving your complaint. Where a complaint is more complex, for example where it involves an imported product and we need to verify information with our overseas supplier, we will let you know and keep you updated on progress.

4. If we are unable to resolve your complaint to your satisfaction, we will explain our final position clearly and, where applicable, inform you of your right to pursue Alternative Dispute Resolution or to bring a claim through the courts.

3. Refunds

3.1 Faulty, Damaged, or Incorrect Products

If you receive a product that is faulty, damaged in transit, incorrect, or does not match its description, you are entitled to a repair, replacement, price reduction, or refund under the Consumer Rights Act 2015, depending on the circumstances and how soon after delivery you contact us. Please contact us within thirty days of delivery wherever possible, as this is the period during which you have a short term right to reject faulty goods for a full refund. Contacting us after this period does not remove your rights, but the remedy available to you may differ.

3.2 Change of Mind

If you are a consumer and simply change your mind, you may be entitled to cancel your order and receive a refund under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, within fourteen days of receiving your goods, as set out in section 7 of our Terms and Conditions. Please note that this right does not apply to perishable goods, or to sealed goods that have been unsealed after delivery for hygiene reasons, as explained in our Terms and Conditions.

3.3 How Refunds Are Processed

Where a refund is due, we will process it using the same payment method you used for the original order, unless we agree an alternative with you. Refunds are issued within fourteen days of us receiving the returned goods, or of us agreeing that a refund is due where the goods do not need to be returned, for example where a product cannot reasonably be sent back for hygiene reasons.

4. Returns

Where a product needs to be returned to us, we will provide clear instructions on how to do so, including the return address. Unless the product is faulty, not as described, or we have agreed otherwise, you are responsible for the reasonable cost of returning the item to us. Please ensure that returned items are packaged securely to avoid damage in transit.

For hygiene and food safety reasons, we are unable to accept the return of any food product that has been opened, unless the product is faulty or was not as described.

5. Allergen and Food Safety Complaints

If your complaint relates to an allergic reaction, suspected contamination, or any other food safety concern, please contact us immediately using the details above and, where the matter is medically urgent, seek appropriate medical attention first. We treat all food safety complaints with the utmost seriousness, and we will investigate promptly, including reviewing the relevant batch, supplier information, and labelling for the product concerned. Where appropriate, we will report the matter to the relevant local authority Food and Health Team.

6. Alternative Dispute Resolution

If we are unable to resolve your complaint directly and you remain unhappy with the outcome, you may be able to refer your complaint to a certified Alternative Dispute Resolution provider. We will confirm at the relevant time whether we agree to participate in such a scheme for your particular complaint. Using Alternative Dispute Resolution does not affect your right to bring a claim through the courts of England and Wales.

7. Contact Us

If you have any questions about this policy, or wish to raise a complaint, please contact us at info@ottisafricanmarket.co.uk, by telephone on 07766551846, or by post at 20 Cross Flatts Drive, Leeds, LS11 7HY.

 

This document was last reviewed and updated in August 2026 and should be reviewed periodically to ensure it continues to reflect current United Kingdom consumer protection law and how Ottis African Market UK actually handles complaints and refunds in practice.