If your order arrives incomplete, incorrect, or not as described, contact us within 30 minutes of receiving it via WhatsApp with your order code and details. We will replace the affected item(s) or issue a refund for them, at our discretion.
If an item doesn't meet our quality standard (e.g. spoiled, wrong temperature, clearly not fresh), let us know as soon as possible with a photo if you can. We'll replace it or refund that item.
If you cancel before we begin preparing your order, any payment received is refunded in full. Once preparation has begun, refunds are at Nevo's discretion and may be partial to cover ingredients already used.
Refunds for Mobile Money payments are sent back to the same MTN or Airtel number used to pay, typically within 24–48 hours of approval. Cash payments not yet collected are simply not charged; cash already paid on delivery is refunded in cash or Mobile Money by agreement.
We're unable to offer refunds for: a change of mind after an order has been prepared, delays caused by incorrect delivery information provided by the customer, or delays outside Nevo's reasonable control (e.g. severe weather, road closures).
To request a refund: WhatsApp us with your order code, or visit us at 44 Tank Hill Rd, Kampala.
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