Refund policy
1. Defective or Damaged Products
In-store, it is the customer’s responsibility to inspect frozen or perishable goods at the point of sale, which is why we do not accept returns for these items once they leave the store, as we cannot verify their condition after purchase. However, when it comes to online orders, particularly for delivered frozen goods, we require customers to take photos of their delivered frozen goods to verify if they were received in good condition and ask customers to sign a confirmation.
If you receive any frozen items that are damaged, thawed, or otherwise compromised upon delivery, please contact us within 24 hours.
2. Incorrect or Missing Items
If you receive an incorrect item or if something is missing from your order, please notify us within 24 hours of delivery. We will arrange for a replacement or issue a full refund for the missing or incorrect items. Please include your order number and a brief description of the issue.
3. Perishable Goods
Due to the perishable nature of frozen food, we do not accept returns on frozen goods unless they are damaged, incorrect, or missing. Please ensure that someone is available to receive the delivery promptly to maintain the quality of the frozen items.
4. How to Request a Return or Refund
To request a return, refund, or replacement, please reach out to our customer service team at:
- Email: [your email]
- Phone: [your phone number]
Please include your order number, a description of the issue, and supporting photos (if applicable). We will respond to your request as soon as possible and guide you through the next steps.
5. Refund Process
Once your return or refund request is verified, refunds will be processed back to the original payment method. Please allow up to 1-2 business days for the refund to appear in your account.
6. Delivery Costs
- For damaged or incorrect items: We will arrange for a pickup of the damaged goods at no additional cost to you and ensure a replacement is delivered to you as soon as possible, free of charge.
7. Customer Responsibility for Delivery
Please ensure that someone is available to receive your order at the time of delivery. Frozen goods need to be stored in a freezer immediately upon arrival. We are not responsible for product quality if items are left outside or in unsuitable conditions upon delivery.