Last updated: 24 June, 2025
We are VDM Retail Group (Pty) Ltd, doing business as Nambuy and Nambuy Food ('Company', 'we', 'us', or 'our'), a company registered in Namibia at 44 Parsons Road, Southern Industrial, Windhoek, Khomas 9000.
We operate the website nambuyfood.com (the 'Site'), the mobile application Nambuy Food (the 'App'), as well as any other related products and services that refer or link to these legal terms (the 'Legal Terms') (collectively, the 'Services').
You can contact us by phone at +264 81 470 5757, email at support@nambuyfood.com, or by mail to 44 Parsons Road, Southern Industrial, Windhoek, Khomas 9000, Namibia.
At Nambuy Food, we aim to ensure customer satisfaction by providing a transparent and fair refund process. Because of the perishable nature of our products and the immediacy of on-demand delivery, refunds are subject to strict procedures and must follow the terms outlined below.
Upon delivery of your order, the customer is required to inspect the contents in the presence of the delivery driver. The customer must confirm whether all items have been received in good condition.
There are two signature options on the delivery note:
“Delivered with No Issues”
If all items are accounted for and in acceptable condition, the customer must sign in this section.
Once this section is signed, the delivery is deemed complete, and no refunds or claims will be accepted.
“Delivered with Issues – Refund Requested”
If any items are missing, damaged, incorrect, or otherwise unsatisfactory, either the customer or the delivery driver must clearly write the affected item(s) on the delivery note.
The customer must then sign in this section to acknowledge and initiate a refund request.
If the “Delivered with Issues” section was signed, the customer must:
Submit a refund request via the Nambuy Food app or website, by selecting the correct order and request refund.
Next select the Refund Reason for the issue.
Only items documented on the delivery note will be considered for refund.
Approved refunds will be issued as credit to the customer’s Nambuy Food Wallet, not to the original payment method.
We will not issue refunds in the following cases:
The order was signed as “Delivered with No Issues.”
Items not listed on the delivery note as problematic.
Complaints or claims made after the delivery driver has left and no issues were recorded.
Perishable goods returned without a verified delivery issue.
Dissatisfaction with taste or appearance unless product was delivered in unacceptable condition and noted accordingly.
In cases involving liquor, ID verification is required at delivery. If delivery is denied due to invalid or absent ID, only the liquor amount will be refunded — the delivery fee is non-refundable. See Section 29 “Age Verification Orders” of our Terms and Conditions for full details.
We reserve the right to refuse refund claims that appear fraudulent, repetitive, or outside policy scope.
There may be information on this Refund Policy that contains typographical errors, inaccuracies, or omissions. We reserve the right to correct any errors, inaccuracies, or omissions and to change or update the information on this Refund Policy at any time, without prior notice.
