Refund policy

Eligibility for Return
Due to the nature of food products, returns are only accepted under the following specific circumstances:
Damaged Product: If the seal is broken or the container is leaked/cracked at the time of delivery.
Wrong Item: If you receive a different variant, size, or quantity than what was ordered.
Expired Product: If the product delivered has already passed its "Best Before" or Expiry date.
Quality Issues: If the product shows visible signs of spoilage (e.g., mold or an unusual rancid odor) despite the seal being intact.
2. Non-Returnable Scenarios
Returns or refunds will not be processed in the following cases:
Opened Seal: If the safety seal has been tampered with or opened (unless reporting a quality issue).
Personal Preference: Returns based on taste, aroma, or texture preference are not accepted as these factors can vary by batch.
Partial Consumption: If more than a small sample (approx. 5-10%) of the product has been used.
Incorrect Delivery Details: If the delivery fails due to an incorrect address or the recipient being unavailable.
3. Reporting Timeline & Requirements
Window: Any issues must be reported within 24 to 48 hours of delivery.
Evidence: To process a claim, customers must provide clear photographs of the issue and a short unboxing video (highly recommended for transit damage claims).
4. Refund & Replacement Process
Verification: Once your request is reviewed and approved, we will initiate the process.
Options: You may choose between a full refund to your original payment method or a free replacement of the product.
Timeline: Refunds typically reflect in your account within 5-7 working days depending on your bank.
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