Buyer Protection Policy

How Calabarfood.com is keeping you safe

Buyer Safety Algorithms

Calabarfood.com has developed and continuously updates proprietary software algorithms to automatically monitor data for patterns, and quickly detect potential risks and violations.

Community Reporting

We encourage our buyer community to report inappropriate or suspicious activity. To file a report please email help@hhclgroup.com or visit the Contact Us page.

Trust and Safety Teams

In addition to data-driven algorithms and automated tools, Calabarfood.com has a number of teams focused on protecting the integrity of Calabarfood.com’s marketplace by proactively investigating, sanctioning, and preventing various types of inappropriate behavior.

Buyer Protection Program

Calabarfood.com’s 100% Buyer Protection guarantee is among the most robust in e-commerce. If you pre-pay for an eligible item and your order doesn’t go as planned, you’re 100% protected — quickly and easily.

Calabarfood.com Escrow Services

Calabarfood.com developed Calabarfood.com escrow plan, a revolutionary payment method, with safety in mind. Calabarfood.com eliminates the need to enter sensitive credit/debit card details or Internet banking passwords, and payments made through Calabarfood.com escrow plan are held in escrow until the transaction is satisfactorily completed. When you pay with Calabarfood.com escrow plan we can instantly refund you if your order does not arrive, is damaged, or is substantially different from what was described.

Merchant Quality Assurance

In addition to data-driven algorithms and automated tools, Calabarfood.com has a number of teams focused on protecting the integrity of Calabarfood.com’s marketplace by proactively investigating, sanctioning, and preventing various types of inappropriate behavior.

What you can do to improve your shopping experience on calabarfood.com

Quickly Find Your Preferred Items By Filtering Search Results

Calabarfood.com has developed and continuously updates proprietary software algorithms to automatically monitor data for patterns, and quickly detect potential risks and violations.

Inspect Product Details and Ratings & Reviews Before You Buy

Inspecting details & reviews can help prevent surprises and confirm that an item meets your needs. Stronger ratings & reviews indicate safer, more trustworthy sellers.

If You Have Outstanding Questions Or Concerns, Message The Seller Before You Buy

If you have questions/concerns about a product, Calabarfood.com makes it easy to contact the seller before you buy — just click the ‘Ask Question’ button.

Double-Check the Items In Your Order Before Paying

Before you choose your payment method, take a second to check that your order contains the items and quantities you want.

Double-Check Your Phone Number And Delivery Address Before Paying

Before you choose your payment method, check your contact details to make sure that you can be contacted about your delivery.

Pay When You Checkout To Receive Maximum Protection

When you pay at checkout, Calabarfood.com holds your payment (temporarily) before forwarding it to the seller & can protect you 100% if things somehow don’t go as planned.

Check Your SMS & Email For Messages About Your Transaction

After you place your order, Calabarfood.com will send you an order confirmation by both SMS and email. Check for communications about your order.

If You Chose Pay On Delivery (POD), Pay Only After You’ve Received Your Order

If you chose POD, do not pay before your item is delivered. If you’re asked to pay before delivery for a POD order, contact Calabarfood.com immediately at help@hhclgroup.com.

After Your Order is Delivered, Be Sure to Rate & Review

After your item is delivered, you can help other buyers stay safe and choose the most trustworthy sellers by rating and reviewing your transaction.

What you should know

Not all products on Calabarfood.com are sold by Calabarfood.com

Calabarfood.com is a true online marketplace that supports Nigerian entrepreneurs. Supporting ‘third-party’ sellers means Calabarfood.com can offer buyers wider product selection, more choice, increased convenience, and better pricing. To learn more about selling on Calabarfood.com, please click here.

Not every order goes perfectly every time, but if things don’t go as planned Calabarfood.com is here to help

Generally, Calabarfood.com sellers have a remarkable track record. Most orders go wonderfully, but selling online may be new for some sellers and despite best efforts mistakes can sometimes happen. In the rare event things don’t go as planned, Calabarfood.com has a number of teams working to help make things right. To contact us, email help@hhclgroup.com or call 0803 099 5457 or 0808 222 6595

If you pay online at checkout before delivery, Calabarfood.com can offer maximum protection

Paying for your order in advance means that you’re covered by our Buyer Protection program. When you pay in advance to Calabarfood.com, we hold your payment (temporarily) & don’t release it to the seller until you have had a chance to bring up any issues. So when you pre-pay, Calabarfood.com can protect you 100% if things somehow don’t go as planned. If you choose to Pay on Delivery, the seller, not Calabarfood.com, may have your funds and Calabarfood.com may be less able to help

Your feedback matters

When you place an order, you trust the seller to deliver a quality product as described and on time. So Calabarfood.com makes it easy for you to research both the item and the seller before you buy. You can read the item’s description and check how past buyers rated and reviewed the seller and the item. When your order is delivered, we will ask you to rate and review the transaction and over time we remove lower performing sellers to make Calabarfood.com safer for you

Frequently Asked Questions

Quickly Find Your Preferred Items By Filtering Search Results

Calabarfood.com has developed and continuously updates proprietary software algorithms to automatically monitor data for patterns, and quickly detect potential risks and violations.

Inspect Product Details and Ratings & Reviews Before You Buy

Inspecting details & reviews can help prevent surprises and confirm that an item meets your needs. Stronger ratings & reviews indicate safer, more trustworthy sellers.

If You Have Outstanding Questions Or Concerns, Message The Seller Before You Buy

If you have questions/concerns about a product, Calabarfood.com makes it easy to contact the seller before you buy — just click the ‘Ask a Question’ button.

How does Calabarfood.com protect me from fake or substandard products?

Calabarfood.com has a formal Authentic Items Policy that prohibits the sale of counterfeit items, and our team continuously monitors items offered for sale. Sellers who are found to violate the policy may be banned from selling on Calabarfood.com. If you suspect an item displayed on the website is not authentic, please contact help@hhclgroup.com.

I just received my order and something is wrong, what should I do? What can I expect?

If you recently received your order and something is wrong, please email help@hhclgroup.com or call 0803 099 5457 or 0808 222 6595 and provide details. Depending on the exact issue and whether you paid before delivery or paid on delivery, different resolutions can occur. But in all cases, Calabarfood.com will offer support and will try to work with the seller to offer a resolution quickly, such as a repair, replacement, refund upon return, instant refund, or other form of compensation as applicable.

How do I avoid fraudulent individuals posing as genuine sellers?

We take various actions to keep fraudulent individuals out of our community including requiring sellers to undergo verification before listing products, but you can avoid negative fraud-related experiences by

1) pre-paying and 2) not paying into seller accounts before delivery if you choose to Pay on Delivery (POD).

  • Pre-pay for your order. A great way to safeguard against negative experiences with sellers is to pre-pay for your order online when you checkout. By doing so, Calabarfood.com has control of your funds for a limited period and can more easily refund you if things happen to go wrong.
  • If you choose POD, do not pay until you receive your order. If you choose the Pay on Delivery payment method, as a general rule, do not pay directly to sellers until you receive your order. If a seller requests that you pay into his/her account before your order is delivered, please contact help@hhclgroup.com to verify. Calabarfood.com advises that if you do internet bank transfers before delivery, you should pay only into the Heroes & Heroines Capital Ltd’s accounts listed here.

If you feel that a seller is potentially fraudulent, please contact help@hhclgroup.com

Can I trust all sellers on Calabarfood.com? How do I know which sellers to trust?

Calabarfood.com has several processes in place to make sure sellers are safe and worthy of your trust. All sellers go through verification processes and we continuously monitor seller behavior. In addition, you can inspect a seller’s ratings and reviews — stronger ratings & reviews indicate safer, more trustworthy sellers. Finally, our more established sellers can be identified by a “verified premium seller” badge when you search for an item. Calabarfood.com regularly updates the list of verified premium sellers to account for changing seller behavior. We take our responsibility to provide a safe marketplace very seriously, but sometimes bad behavior does happen. If you feel that a seller has violated your trust by misrepresenting an item or otherwise acting inappropriately, please contact help@hhclgroup.com.

I appreciate Calabarfood.com’s efforts on my behalf. What can I do to help?

We thank you for your business and we will continue to make sure Calabarfood.com remains the safest and most trusted place to buy and sell online in Nigeria. You can help by:

  • paying online at checkout when you place an order (so we can offer you maximum protection, and help delivery couriers spend more time delivering and less time with cash/POS issues on delivery)
  • making sure you are available by phone and in person to accept your delivery (so you and other members of our buyer community get orders delivered more quickly)
  • providing honest ratings & reviews for all of your items after delivery (so you and other members of our buyer community have more information about items and sellers)
  • interacting with us on Twitter or Facebook (so we can hear your feedback and suggestions directly)
  • downloading our Android or iOS mobile app (so we can offer you special deals and additional mobile application security)
  • referring us to your friends and family (so we can increase the size of our community and help more Nigerians experience safe & secure online shopping)