Refund policy

All sales are final

Kilishi is a perishable food product. For food-safety reasons we cannot accept returns, and we never restock or resell anything that has left our kitchen. All sales are final.

If something is wrong with your order

We stand behind every pack. If your order arrives damaged, incorrect, or defective, email us at info@kilishi.us within 48 hours of delivery with:

  • Your order number

  • The name and email used at checkout

  • Clear photos of the packaging and the product

We review every claim. Where a claim is approved, we send a replacement at no cost to you. A refund is issued only where a replacement is not possible.

Whether a claim is approved, and the form the resolution takes, is at our discretion.

What we can’t cover

  • Taste or heat preference. Kilishi is a traditional West African spiced beef snack — dry, chewy and heavily spiced by design. Not liking it is not a defect.

  • Incorrect or incomplete addresses entered at checkout.

  • Carrier delays, or packages the carrier has marked as delivered. See our Shipping Policy.

  • Claims made more than 48 hours after delivery.

  • More than one claim per order.

Missing or lost packages

If tracking shows your package was delivered but you can’t find it, please check around your delivery location and with neighbours or building staff first, then contact the carrier with your tracking number.

If your package stops moving in transit, email us and we will help open a carrier investigation. Where the carrier confirms the package was lost, we will send a replacement. Resolutions in these cases are handled case by case and depend on carrier confirmation.

Cancellations and changes

We make and pack to order. If you need to change or cancel an order, email info@kilishi.us as soon as possible. Once a shipping label has been created we are no longer able to cancel.

Refunds

Where a refund is issued, it goes back to your original payment method within 10 business days. Your bank or card provider may take additional time to post it. If it has been more than 15 business days since a refund was approved, contact us at info@kilishi.us.

Contact

Email info@kilishi.us with your order number and the name and email used at checkout.