[YOUR STORE NAME] — Customer Information & FAQ

About [YOUR STORE NAME]

[YOUR STORE NAME] is a supermarket and retail chain with locations across [CITY/REGION, e.g. Lagos, Abuja, and Port Harcourt]. We offer [SHORT DESCRIPTION, e.g. "a wide range of fresh produce, groceries, household essentials, and bakery products at everyday competitive prices"].

Store Locations & Hours

[ADD ONE BLOCK PER BRANCH. DUPLICATE OR REMOVE BLOCKS AS NEEDED.]

[BRANCH NAME 1, e.g. Ikeja Branch]

• Address: [FULL ADDRESS, e.g. 14 Awolowo Road, Ikeja, Lagos State]
• Opening hours: [OPENING TIME, e.g. 8:00 AM] – [CLOSING TIME, e.g. 9:00 PM], Monday – Sunday
• Phone: [BRANCH PHONE, e.g. +234 801 234 5678]
• [OPTIONAL: "This branch includes an in-store bakery and a fresh fish counter."]

[BRANCH NAME 2, e.g. Lekki Branch]

• Address: [FULL ADDRESS, e.g. Shop 5, Admiralty Way, Lekki Phase 1, Lagos State]
• Opening hours: [OPENING TIME] – [CLOSING TIME], Monday – Sunday
• Phone: [BRANCH PHONE]
• [OPTIONAL: "This branch has a drive-through pickup point for online orders."]

[BRANCH NAME 3, e.g. Abuja — Wuse II Branch]

• Address: [FULL ADDRESS, e.g. Plot 22, Aminu Kano Crescent, Wuse II, Abuja FCT]
• Opening hours: [OPENING TIME] – [CLOSING TIME], Monday – Sunday
• Phone: [BRANCH PHONE]
• [OPTIONAL: "This branch operates an extended Saturday closing time of 10:00 PM."]

For a full list of branches, visit [STORE WEBSITE URL].

Product Categories

[REPLACE THE CATEGORIES BELOW WITH YOUR ACTUAL DEPARTMENTS. ADD OR REMOVE AS NEEDED.]

• [CATEGORY 1, e.g. Fresh Produce]: [DESCRIPTION, e.g. "Locally sourced fruits and vegetables, yam, plantain, tomatoes, peppers, and leafy greens. Restocked daily."]
• [CATEGORY 2, e.g. Groceries & Dry Goods]: [DESCRIPTION, e.g. "Rice, beans, pasta, cereals, cooking oils, seasonings, tinned foods, and packaged snacks from local and imported brands."]
• [CATEGORY 3, e.g. Bakery & Confectionery]: [DESCRIPTION, e.g. "Freshly baked bread, meat pies, sausage rolls, cakes, and pastries. Baked in-store daily from [TIME, e.g. 7:00 AM]."]
• [CATEGORY 4, e.g. Dairy, Eggs & Chilled Foods]: [DESCRIPTION, e.g. "Milk, yoghurt, cheese, butter, eggs, and chilled ready-to-eat meals. Temperature-controlled at all times."]
• [CATEGORY 5, e.g. Meat, Poultry & Seafood]: [DESCRIPTION, e.g. "Fresh and frozen beef, chicken, turkey, goat meat, and fish. Halal-certified options available. Custom cuts available on request."]
• [CATEGORY 6, e.g. Household & Cleaning]: [DESCRIPTION, e.g. "Detergents, disinfectants, cleaning tools, toiletries, and personal care products."]
• [CATEGORY 7, e.g. Baby & Infant Products]: [DESCRIPTION, e.g. "Baby food, formula, diapers, wipes, and infant care essentials."]
• [CATEGORY 8, e.g. Beverages]: [DESCRIPTION, e.g. "Soft drinks, juices, water, energy drinks, malt, and a selection of local and imported beverages."]
• [OPTIONAL: "[CATEGORY 9, e.g. Health & Wellness]: Over-the-counter supplements, vitamins, and personal wellness products."]

Online Shopping & Delivery

How to Place an Order

[CHOOSE ONE OR MORE ORDERING CHANNELS THAT APPLY AND DELETE THE REST.]

• Website: Visit [STORE WEBSITE URL], browse products, add to cart, and check out.
• WhatsApp: Send your order list to [WHATSAPP NUMBER]. A customer service agent will confirm availability and total before payment.
• Phone: Call [STORE PHONE] to place an order verbally during operating hours.
• [OPTIONAL: "Mobile App: Download the [YOUR STORE NAME] app on Android or iOS to shop and track your delivery."]

Delivery Zones

We currently deliver to the following areas: [LIST YOUR DELIVERY ZONES. ADD OR REMOVE AS NEEDED.]

• [DELIVERY ZONE 1, e.g. Ikeja and environs (Alausa, Maryland, Ogba, Agidingbi)]
• [DELIVERY ZONE 2, e.g. Lekki Phase 1 & 2, Ajah, Sangotedo, Chevron]
• [DELIVERY ZONE 3, e.g. Victoria Island, Ikoyi, Oniru]
• [DELIVERY ZONE 4, e.g. Yaba, Surulere, Gbagada, Obanikoro]
• [ADD MORE ZONES AS NEEDED]

If your area is not listed, contact us at [STORE PHONE] or [WHATSAPP NUMBER] to check availability.

Delivery Fees

• Standard delivery: [DELIVERY FEE, e.g. ₦1,500.00] per order
• Free delivery: [FREE DELIVERY CONDITION, e.g. "On orders of ₦20,000.00 and above within standard zones"]
• Express delivery (same-day): [EXPRESS FEE, e.g. ₦3,000.00] — [AVAILABILITY, e.g. "Available for orders placed before 1:00 PM"]
• [OPTIONAL: "Delivery fee varies by distance. You will see the exact fee at checkout before confirming your order."]

Minimum Order

The minimum order value for delivery is [MINIMUM ORDER, e.g. ₦5,000.00].

Delivery Timeframes

• Same-day delivery: [CONDITION, e.g. "For orders placed before 1:00 PM, delivery is made by 6:00 PM on the same day."]
• Next-day delivery: [CONDITION, e.g. "Orders placed after 1:00 PM are delivered by 12:00 PM the following day."]
• Scheduled delivery: [OPTION, e.g. "You may choose a preferred 2-hour delivery window at checkout."]

Click & Collect (In-Store Pickup)

[REMOVE THIS SECTION IF YOU DO NOT OFFER CLICK & COLLECT.] You may order online and collect from any participating branch. Select "Click & Collect" at checkout and choose your preferred branch. Orders are ready within [PICKUP READY TIME, e.g. 2–4 hours] of confirmation.

Loyalty Program

[LOYALTY PROGRAM NAME, e.g. FreshPoints Rewards]

[DELETE THIS ENTIRE SECTION IF YOU DO NOT HAVE A LOYALTY PROGRAM.]

Our loyalty programme rewards you for every purchase at [YOUR STORE NAME].

How to join:

• Sign up in-store at any cashier desk, or register online at [STORE WEBSITE URL].
• Provide your name, phone number, and a valid email address.
• Your loyalty card or digital account is activated immediately.

How to earn points:

• Earn [POINTS RATE, e.g. "1 point for every ₦100.00 spent"] on qualifying purchases.
• Points are credited to your account at the time of purchase.
• [OPTIONAL: "Bonus points are awarded during promotional periods and on your birthday month."]

How to redeem:

• [REWARD THRESHOLD, e.g. "500 points can be redeemed for a ₦500.00 discount on your next purchase."]
• Redemption is available at checkout — simply present your loyalty card or quote your registered phone number.
• Points cannot be exchanged for cash.

Checking your balance:

• Visit [STORE WEBSITE URL], log in, and view your points dashboard.
• Ask any cashier to check your balance in-store.
• [OPTIONAL: "Text 'BALANCE' to [SHORTCODE/NUMBER] to receive your points balance via SMS."]

Returns & Exchanges

Return Policy

We want you to be satisfied with every purchase. If you are not happy with a product, please review the guidelines below.

Fresh and perishable items (produce, meat, dairy, bakery):

• Returns or exchanges must be made [RETURN WINDOW FOR PERISHABLES, e.g. "on the same day of purchase or within 24 hours"].
• The item must be unused and in the original packaging where applicable.
• Proof of purchase (receipt or order confirmation) is required.

Non-perishable and packaged items:

• Returns or exchanges are accepted within [RETURN WINDOW, e.g. 7 days] of purchase.
• Items must be unopened, undamaged, and in original packaging.
• Proof of purchase is required.

Non-returnable items: [LIST ANY NON-RETURNABLE CATEGORIES THAT APPLY.]

• Items purchased on clearance or marked as "final sale"
• [OPTIONAL: "Baby formula and infant food once the seal is broken"]
• [OPTIONAL: "Seasonal and promotional bundles"]

How to Return

• In-store: Bring the item and your receipt to the customer service desk at any branch.
• Online orders: Contact us at [STORE EMAIL] or [WHATSAPP NUMBER] with your order number and a description of the issue. Our team will arrange a replacement or refund.

Refunds

• Approved refunds are processed within [REFUND TIMEFRAME, e.g. 3–5 business days] to the original payment method.
• Cash purchases are refunded in cash or as store credit, at the customer's preference.

Payment Methods

[REMOVE ANY PAYMENT OPTIONS YOU DO NOT ACCEPT.]

We accept the following payment methods in-store and online:

• Cash (in-store only)
• Debit and credit cards — Visa, Mastercard, Verve (POS terminals at all branches)
• Bank transfer — Transfer directly to our account. Send proof of payment to [WHATSAPP NUMBER] or [STORE EMAIL]. Account details provided at checkout or on request.
• USSD Banking — [OPTIONAL: e.g. "Pay via your bank's USSD code at checkout."]
• Mobile money / Fintech wallets — [e.g. "We accept OPay, PalmPay, and Moniepoint at participating branches."]
• [OPTIONAL: "Kuda / Paga / Flutterwave / Paystack"] — Accepted for online orders at checkout.

[OPTIONAL: "Note: A POS charge of ₦[AMOUNT, e.g. 50.00] may apply for card transactions below ₦[THRESHOLD, e.g. 2,000.00]."]

Bulk Orders & Corporate Accounts

Bulk Orders

[DELETE THIS SECTION IF YOU DO NOT OFFER BULK ORDERING.]

We cater to events, offices, schools, restaurants, and large households.

• Minimum quantity for bulk pricing: [MINIMUM QUANTITY, e.g. "Orders of ₦50,000.00 and above qualify for bulk pricing."]
• Discount tiers:
  • [TIER 1, e.g. "₦50,000.00 – ₦99,999.00 → 5% discount"]
  • [TIER 2, e.g. "₦100,000.00 – ₦249,999.00 → 8% discount"]
  • [TIER 3, e.g. "₦250,000.00 and above → 12% discount"]
• To place a bulk order, contact us at [CORPORATE CONTACT EMAIL] or call [STORE PHONE] at least [LEAD TIME, e.g. 48 hours] in advance.

Corporate Accounts

We offer corporate accounts for registered businesses, schools, and institutions.

• Benefits: Dedicated account manager, monthly invoicing, preferential pricing, and priority delivery.
• How to apply: Email [CORPORATE CONTACT EMAIL] with your company name, CAC registration number, and estimated monthly spend. Our team will respond within [RESPONSE TIME, e.g. 2 business days].

Weekly Specials & Promotions

[YOUR STORE NAME] runs regular deals and discounts throughout the week. Here is where you can find them:

• In-store: Look for price tags and promotional banners at the end of each aisle and near the entrance.
• Website: Visit [STORE WEBSITE URL/DEALS PAGE URL, e.g. "yourstore.com.ng/deals"] for this week's offers.
• WhatsApp Broadcast: Join our broadcast list by saving [WHATSAPP NUMBER] and sending "JOIN" to receive weekly deals directly on WhatsApp.
• Social media: Follow us on [SOCIAL MEDIA PLATFORM, e.g. Instagram] at [SOCIAL MEDIA HANDLE] for flash sales, new arrivals, and seasonal promotions.
• [OPTIONAL: "Email newsletter: Subscribe at [STORE WEBSITE URL] to receive our weekly deals digest every Monday morning."]

Promotional periods:

• [OPTIONAL: e.g. "Mid-week Madness: Extra discounts every Wednesday on selected items."]
• [OPTIONAL: e.g. "Weekend Freshness Sale: Reduced prices on all fresh produce every Friday – Sunday."]
• [OPTIONAL: e.g. "Monthly Mega Sale: Last Saturday of every month features storewide discounts of up to 30%."]

Gift Cards & Vouchers

[DELETE THIS SECTION IF YOU DO NOT OFFER GIFT CARDS OR VOUCHERS.]

[YOUR STORE NAME] Gift Cards

Gift cards are available in the following denominations:

• [DENOMINATION 1, e.g. ₦2,000.00]
• [DENOMINATION 2, e.g. ₦5,000.00]
• [DENOMINATION 3, e.g. ₦10,000.00]
• [DENOMINATION 4, e.g. ₦20,000.00]
• [OPTIONAL: "Custom amounts available on request for corporate gifting."]

How to purchase:

• In-store at any branch cashier desk.
• [OPTIONAL: "Online at [STORE WEBSITE URL]. Digital gift cards are delivered by email."]

How to redeem:

• Present the gift card (physical or digital code) at checkout.
• Gift cards can be used for in-store or online purchases.
• Remaining balances are retained on the card for future use.
• Gift cards cannot be exchanged for cash and are non-refundable once purchased.

Expiry: Gift cards are valid for [EXPIRY PERIOD, e.g. 12 months] from the date of purchase.

Customer Support

• Phone: [STORE PHONE, e.g. "+234 800 123 4567"] — Available [SUPPORT HOURS, e.g. "8:00 AM – 8:00 PM, Monday – Saturday"]
• WhatsApp: [WHATSAPP NUMBER] — [WHATSAPP HOURS, e.g. "8:00 AM – 9:00 PM daily"]
• Email: [STORE EMAIL, e.g. "[email protected]"] — We respond within [RESPONSE TIME, e.g. 24 hours] on business days.
• In-store customer service desk: Available at all branches during opening hours.
• Social media: Send us a direct message on [SOCIAL MEDIA HANDLE] — [RESPONSE TIME, e.g. "We respond within a few hours during business hours."]

Feedback & Complaints

We welcome your feedback. You can share your experience through any of the following:

• Online feedback form: [FEEDBACK URL or "Available on our website at [STORE WEBSITE URL]"]
• In-store comment cards: Available at the customer service desk in all branches.
• Email: [STORE EMAIL]
• [OPTIONAL: "Phone survey: You may be invited to complete a short feedback survey after your call with our support team."]

Store Policies

Bag Policy

[CHOOSE ONE OPTION AND DELETE THE OTHERS.]

• [OPTION A — Reusable bags sold]: We encourage the use of reusable shopping bags. Reusable bags are available for purchase at ₦[BAG PRICE, e.g. 200.00] each at the checkout counter.
• [OPTION B — Single-use bags charged]: Single-use plastic carrier bags are available for ₦[BAG PRICE, e.g. 50.00] each. We encourage customers to bring their own bags.
• [OPTION C — Free bags]: Complimentary carrier bags are provided at checkout.

Pets

[CHOOSE ONE AND DELETE THE OTHER.]

• Pets are not permitted inside the store, except for registered assistance animals accompanied by proof of certification.
• Well-behaved pets on leads are welcome in the store. Owners are responsible for their animals at all times.

Health & Safety

• All food handling and storage complies with [REGULATORY BODY, e.g. NAFDAC and SON] standards.
• Staff are trained in food safety and hygiene practices.
• [OPTIONAL: "Temperature logs are maintained daily for all chilled and frozen cabinets."]
• [OPTIONAL: "Hand sanitiser stations are available at all store entrances."]
• In the event of a product recall, affected customers will be contacted using their registered loyalty account details. Notices will also be posted in-store and on our website.

Age-Restricted Products

• The sale of alcohol, tobacco, and any other age-restricted products is subject to Nigerian law.
• Valid proof of age may be requested at the point of purchase for such items.
• [OPTIONAL: "We operate a 'Challenge 25' policy — if you look under 25, our staff will ask for ID."]

Lost & Found

• Items found in-store are handed to the customer service desk and held for [HOLDING PERIOD, e.g. 7 days].
• To report a lost item, contact us at [STORE PHONE] or visit the customer service desk at the branch where the item was lost.

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Last updated: [DATE]