Terms & Conditions

Delivery, Return & Refund Policy • Effective Date: August 2026 (Version 1.0)

Table of Contents

1. Delivery Coverage

Norma currently delivers to selected zones within the island and mainland parts of Lagos. Below are the associated delivery zones:

Zone 1

Lekki Phase 1 to Ajah, Banana Island, Parkview

Zone 2

Victoria Island, Oniru, Ikoyi, CMS, Idumota

Zone 3

Ikeja GRA, Maryland, Ilupeju, Anthony, Gbagada, Surulere, Yaba, Lagos Airport, Egbeda

Zone 4

Ikeja Alausa, Opebi, Allen, Oregun, Ogudu GRA

Zone 5

Omole, Ogba, Agege, Dopemu, Ojodu Berger, Magodo Isheri, Opic

Zone 6

Magodo Shangisha, Magodo Phase 2, Magodo Brooks, Ikosi Ketu

• Delivery is charged and availability is subject to location, weather conditions, traffic situations, and operational capacity.

• Each order is subject to a 5% handling charge in addition to the item price and the delivery fee.

• The applicable delivery fee is calculated by zone and displayed at checkout before payment.

2. Order Confirmation

All orders must be confirmed and paid for before processing.
Orders are considered confirmed once payment has been received and verified by Norma.

3. Delivery Time & Real-Time Tracking

All orders can be tracked in real time via the Norma website (normaeats.com). Delivery time is indicated as an estimate based on proximity to the outlet and associated zone.

Estimated delivery times are provided as a guide and may vary due to:

• Traffic conditions• Weather conditions• Vehicle breakdowns• Security concerns• Other unforeseen circumstances

Norma shall not be liable for delays caused by circumstances beyond its reasonable control.

4. Customer Responsibilities

Customers are responsible for:

Providing accurate delivery details.
Ensuring someone is available to receive the order upon arrival.
Providing a reachable phone number for delivery coordination.

Failing to meet any of the conditions above may result in delays or additional delivery charges if the order has to be returned to the outlet.

5. Order Cancellation

We may cancel orders due to operational challenges or product unavailability. If this occurs, you are eligible for a full refund, including any delivery fee paid.
You can cancel an order (except for customized orders) within 10 minutes of payment by placing a phone call directly to the outlet.
Once dispatch has commenced, cancellation requests may not be accepted.

6. Proof of Delivery

Orders are deemed successfully delivered when the customer or an authorised representative provides delivery confirmation obtained through phone verification, photograph, or other approved proof of delivery methods.

Once delivery has been confirmed, responsibility for the products transfers to the customer.

7. Inspection Upon Delivery

Customers are required to inspect their order immediately upon receipt. Mandatory reporting windows are:

Missing / Incorrect items:Report within 30 minutes of delivery

Damaged packaging:Report at point of delivery (in rider's presence where possible)

Quality concerns:Report within 45 minutes of delivery

Reports made outside these timeframes may not qualify for replacement or refund, except where Norma is reasonably satisfied that the concern is genuine.

8. Return Policy

Due to food safety and quality control requirements, delivered food items cannot be returned once accepted by the customer except where:

The wrong item was delivered.
The product was significantly damaged on or before delivery.
The product does not meet Norma quality standards.

• Wrong Items: Where the claim relates to a wrong item, the order may in some instances be eaten to a reasonable portion to confirm it is a wrong order, and in other instances be substantially uneaten if identifiable visually.

• Damaged Packaging: The order must be completely uneaten and the damage reported at the point of delivery.

• Quality / Food-Safety Concerns: If identified on tasting, the customer may have eaten the portion reasonably necessary to identify the concern. Note that no customer is required to eat an item that is visibly spoilt or unsafe.

• Substitutions: There will be no change to the original item ordered. Only exact items will be replaced; there will be no substitutions.

Video or picture evidence may be required to validate your claim. Management reserves the right to investigate all return requests before approval.

9. Refund Policy

Refunds will ONLY be considered under the following circumstances:

Payment was made, but the order could not be fulfilled.
An incorrect order was delivered, and a replacement cannot be provided.
The order was cancelled by Norma (includes full delivery fee refund).
A verified quality issue is confirmed by management.

Refunds will NOT be granted for:

Change of mind 10 minutes after payment confirmation.
Incorrect delivery information supplied by the customer.
Customer unavailability at the delivery location.
Delays caused by traffic, adverse weather, or circumstances beyond Norma's control (except where delay results in food being delivered in a spoilt/unsafe condition).
Dissatisfaction based on personal preference in relation to customized orders.
Fully consumed products or disposed products.

Approved refunds process:

Approved refunds will be processed within 5–7 business days using the original payment method.

Required details to process a refund claim:

Outlet of purchase
Order number
Picture or video evidence of claim
Detailed feedback
Account details (must bear the exact same name as mode of original payment)

Contact Us: info@normaeats.com or the official WhatsApp line of the respective outlet.

Personal and payment details provided for a refund are used only to process your claim and are handled in accordance with Norma’s Privacy Policy and the Nigeria Data Protection Act 2023.

10. Failed Delivery Attempts

If delivery cannot be completed because:

The customer is unreachable.
The delivery address provided is incorrect.
No recipient is available to receive the order.
Estate gate refuses entry to the delivery rider due to closing times. Adequate arrangements to collect orders from such estate gates should be made. Our riders will not leave their bikes unattended to fulfill such orders.

The order may be returned to the store. A redelivery fee will apply for any subsequent delivery attempt.

Items that naturally lose quality due to customer failure as listed above (including, but not limited to, wraps and frozen drinks) are not eligible for refund.

11. Force Majeure

Norma shall not be liable for failure or delay in delivery caused by events beyond reasonable control, including but not limited to:

• Flooding• Extreme weather• Civil unrest• Government restrictions• Road closures• Power outages

12. Policy Acceptance & Governing Law

By placing an order with Norma, customers acknowledge that they have read, understood, and agreed to this Delivery, Return & Refund Policy.

Amendments: Norma may update this Policy from time to time. The version published on normaeats.com at the time you place your order applies to that order.

Governing Law: This Policy is governed by the laws of the Federal Republic of Nigeria, including the Federal Competition and Consumer Protection Act 2018. Nothing in this Policy excludes or limits any right you have that cannot lawfully be excluded.

Effective date: August 2026Version 1.0