Refund policy

Return and Exchange Policy

 

1.      General Policy

·       Due to the nature of food products and for the safety of our consumers, items cannot be returned or exchanged once opened or used. This measure is strictly enforced to maintain health standards and prevent any health risks.

2.      Eligible Cases for Returns

Returns or exchanges are only accepted in the following specific circumstances:

·       The product arrives damaged or unfit for consumption upon delivery.

·       There is an error in the order (e.g., receiving a different product or the wrong quantity).

3.      Conditions for Return

To process a request, the following conditions must be met:

·       The issue must be reported within 24 hours of receipt.

·       The product must be in its original condition (sealed, unused, and in its original packaging).

·       A proof of purchase or payment invoice must be provided.

4.      Return Process:

·       Contact Us: Reach out to our Customer Service via WhatsApp within 24 hours of delivery.

·       Documentation: Clearly state the reason for the return and attach photos of the product from all angles.

·       Storage Requirement: The product must be stored at a temperature below 18°C while the case is being evaluated by our team and the delivery representative.

5.      Costs and Compensation:

·       If the error is on the company’s part:

·       The company will cover all shipping fees for the return.

·       The customer may choose between a replacement of the same product or a full refund to the original payment method.

·       If the error is on the customer’s part:

·       The customer shall bear all shipping fees associated with the return or exchange process.

6.      Exceptions (Non-Returnable):

·       Personal Preference: Returns are not accepted based on a change of mind or personal taste after the purchase.

·       Improper Storage: Any product that has been stored incorrectly by the customer (e.g., failure to keep the item at the required refrigeration temperature) will not be eligible for return.