Below are our guidelines regarding damaged goods, returns, replacements, and refunds. Please read carefully to understand your rights and responsibilities when shopping with us.

Damaged Goods Policy

1. Noting Damage at Delivery
   If your parcel appears visibly damaged upon delivery, please accept it but inform the delivery person that the package seems damaged. This allows us to initiate a dispute with the courier to claim reimbursement. We cannot be held responsible for damage caused by the courier.
2. Reporting Damaged Contents
   After opening your parcel, if you discover that packaged items are damaged or broken, please take photographs immediately and email them to us at [email protected].
3. Chilled or Frozen Goods
   If any chilled or frozen items arrive at an inappropriate temperature, contact us right away.
4. Eligibility for Refund or Replacement
   You may qualify for a refund or replacement from the courier service if you contact us within seven days of receiving your order. If the courier determines a parcel is damaged in transit and returns it to us, we will replace the items you did not receive.
5. Photographic Evidence
   In all cases, please send us pictures of the damaged items and their packaging so we can process your request appropriately.

Returns, Replacements & Refunds

We want every customer to be fully satisfied with our products. If an item falls below the high standards you expect, we can refund or replace it within seven days of your order’s arrival.

• Investigations with Producers
  Our products are imported and pre-packaged by their respective producers. If an issue arises, we will contact the producer to investigate further.
• Photographic Evidence Required
  Please provide photos showing any defect or damage at the time you discover it—typically when you open the product or parcel. We cannot proceed with refunds or replacements without sufficient evidence.
• Postage Costs
  We do not cover postage fees if the damage occurred during delivery and is the courier’s responsibility. We will submit a dispute on your behalf so you may be reimbursed or receive a replacement if applicable.
• Undamaged or Unspoiled Items
  We do not refund or replace products that are neither damaged nor spoiled. This includes items that were opened unnecessarily, compromised packaging before return, or items improperly stored once delivered.
• Uncollected Orders
  If a parcel is returned to us because a customer repeatedly failed to accept delivery, we are not liable for refunding shipping costs or replacing perishable goods. In certain cases, we may only refund the product cost if it can be resold, excluding perishable items.
• Customer Mistakes (Unwanted Items)
  If you order a product in error, you may return it at your own expense. We will issue a refund once we receive the item in its original, unopened condition.
• Packaging Errors
  If a mistake was made during our packaging process, we will cover the return or refund, assuming you report the issue and provide evidence.

Short-Dated & Perishable Products

• Full-Priced Items
  We do not issue full refunds for short-dated items delivered before their expiry date. However, if newer stock is available, we may offer a replacement.
• Discounted Short-Dated Items
  Products sold at a discounted price due to approaching expiry dates are not eligible for refunds or replacements.
• Temperature-Controlled Deliveries
  We ship frozen or chilled items with the necessary thermal packaging. If your products do not arrive in appropriate condition, photograph them immediately and contact us. Where eligible, we will replace or refund these products.

Delivery Delays & Responsibilities

• Courier Delays
  If courier-related delays occur, we will do our best to assist you in tracking or expediting your delivery. However, the shipping fees are paid directly to the courier and are typically non-refundable, unless otherwise stipulated by the courier in a damage or delay claim.
• Client-Related Delays
  We are not responsible for delays caused by recipients providing incorrect details or being unavailable to receive their parcel.

Once a parcel is shipped, its delivery cost is generally not refundable, as this fee is paid to the courier. If your parcel arrives with further issues, please refer to the above sections to see if your situation qualifies for a refund or replacement.

Parcels Declared Lost by the Courier

In rare circumstances, a courier may declare a parcel lost. We cannot accept responsibility for the courier’s actions, but we will assist you in filing a claim to seek reimbursement. Be aware that courier services may not always compensate 100% of the parcel’s value.

Contact Us

If you have questions about returns, refunds, or need to report damaged goods, please email us at [email protected]. We value your business and will do our utmost to resolve any issues promptly and fairly.