Returns
Returns and exchanges
Flour is a sealed food product, so the policy below is built around damage and defects on arrival rather than change of mind. Check your bags at handover where you can.
24-hour return window for unopened products
Unopened, unused items in their original sealed packaging can be returned within 24 hours of delivery for a full refund or exchange. The return shipping cost is covered by the customer unless the return is due to a Mbanira Industries error.
Damaged or incorrect orders
If your order arrives damaged or you received the wrong product, contact us within 48 hours of delivery. Send photos of the item and packaging to our support team with your order number. We will arrange a free replacement or full refund with no return required.
Opened bags
For food-safety reasons an opened bag cannot be returned unless there is a genuine quality problem — off smell, infestation, foreign matter or a milling defect. If you find one, contact us with your order number and photos of the bag, the batch code and the contents, and we will replace it or refund you.
Authenticity issues
If you ever have reason to believe a product you received is not authentic, contact us immediately. We take these reports very seriously and investigate all cases. Verified authenticity issues are eligible for a full refund regardless of whether the product has been opened.
How to start a return
Contact our support team via WhatsApp (+250 785 839 612) or email with your order number and reason for return. Do not send items back before receiving instructions — we will confirm the return address and process before anything is shipped.
Refund timeline
Refunds are processed within 3–5 business days of us receiving and inspecting the returned item. Mobile Money refunds typically reflect within 24 hours of processing. Card refunds may take 5–10 business days depending on your bank.