Fresh Leaf

Terms and conditions

The rules for ordering from us, in plain English.

These terms apply to every order placed through this website, at the mill till, or with our team on the phone. Last updated 28 October 2026.

1Placing an order

  • Prices shown on the order page are in Zambian kwacha and include the taxes shown at checkout. The price you confirm is the price you pay.
  • Every order depends on stock at the mill. If something is out, we call or message you before preparing the order rather than substituting it silently.
  • An order is prepared once we have confirmed payment, or once you have agreed payment at the till for a collection.

2Payment

  • You can pay by mobile money or card online at checkout, or pay in cash at the till when you collect.
  • Until our payment providers are fully connected, electronic payments may be recorded as pending and confirmed by our team before goods are released.
  • Keep your payment confirmation and order reference until the goods have been handed over to you.

3Your 4-digit handover code

  • Every order that is ready for handover is given a 4-digit code, shown on screen when you order.
  • Goods are released only when that code is given to the cashier at pickup, or to the driver on delivery.
  • Treat the code like a ticket — anyone who presents it may collect your order. If you lose it, contact us and we can reissue it after checking your details.

4Collection at the mill

  • Collect during opening hours at the address shown on this website, quoting your order reference or handover code.
  • Count and check your goods before you leave the till. Once goods have left the mill, problems are much harder to resolve.

5Delivery

  • Delivery areas, times and any charge are arranged with you at checkout. Sharing your live location helps the driver find you.
  • We call or message when the driver is on the way. Please make sure someone is available to receive and check the goods.
  • Delays can happen with weather, road conditions or vehicle breakdowns. We keep you informed, and if we cannot deliver at all we refund what you paid.

6Changes, cancellations and refunds

  • You may cancel free of charge before your order is prepared or loaded for delivery — use the Contact us page, phone or WhatsApp.
  • Orders milled or packed specifically for you, and goods already handed over, cannot be cancelled.
  • Approved refunds go back the way you paid, normally within five working days.

7Product quality and complaints

  • Mealie meal, flour and feeds are food and feed products. Store them cool, dry and off the floor, and use within the packed date.
  • Report a problem within 48 hours of collection or delivery, with your order reference and a photo where possible. We then replace, credit or refund.
  • Claims raised after that window, or caused by poor storage after handover, cannot be accepted.

8Your information

  • We use your name, phone number, address and order history only to prepare, deliver and account for your order, and to answer your questions.
  • We do not sell your information. A location you share at checkout is used only for that delivery.
  • Ask us and we will correct or remove your details, except records we are required to keep for accounting.

9Shop and account customers

  • Credit accounts, trade pricing and standing orders are agreed separately with us and follow the terms set when the account is opened.
  • You are responsible for orders placed under your account and for settling them on the agreed terms.

10Our responsibility

  • Our liability for an order is limited to the value of that order. We are not liable for indirect losses such as lost trading time.
  • Nothing on this page limits rights you have under Zambian law that cannot be excluded.