Returns & Refunds
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Damaged goods policy
if upon delivery you realise that something is wrong with your sealed parcel, accept it but notify the person who delivers that it the parcel seems damaged. In that way we will be able to start a dispute and claim your money back as and when the dispute is over.We are not responsible for any damaged has taken place by the courier end.
If packaged products received damaged or broken after you open your parcel, please take photos as soon as you receive them and email us.
If chilled or frozen items received in inappropriate temperature, please contact us immediately.
You may be eligible for refund from the courier service or replacement, if you contact us within 7 days upon order reception.
On all above cases emails us photos of the damaged items and the parcel as a whole including the damaged items at :
Returns, replacements and refunds
We are not pleased at all when even one of our customers is unhappy with our products. We are happy to refund or replace any product that falls below the high standards you expect, within seven days upon your reception of the order.
All of our products are imported packed, so we’ll investigate each situation with the producers if anything is wrong with them. Packaging the products is something that we don’t get involved to and we expect our producers to do their best with that.
For any enquiry please attach some photos if possible or needed. Photos should be taken once you’ll realise that something is wrong (When opening your parcel or the product). We are unable to proceed on refunds when we don’t have enough evidence on the situation.
We do not cover the postage costs when the damaged has been taken place during the delivery procedure and the courier is responsible for that. We are undertaking the dispute with the courier service so you will be reimbursed, as and when, or we include the damaged goods-when there is evidence of it- on your next order. The evidence as mentioned before consists of photos of the parcel when opened which are immediately emailed to us.
We do not cover replacement or refund when the items are not damaged or spoiled. This also applies on items that are opened when they shouldn’t have, their packaging has been damaged before return, or items that haven’t been stored properly upon reception.
If you require a refund and there is not something wrong with your order, we can arrange the postage for you, but we don’t cover the postage costs.We cover refund or return when there is something wrong on the packaging process which is not agrees with the products purchased by your end.
For the freshly made products according to health regulations, all are prepared upon order to reach you fresh and in excellent condition by packing them carefully and according to the safety regulations. If in any case the product reaches you within the delivery set date but for any case doesn’t look good or edible, we replace the product or refund you. If for any reason your delivery –including fresh items- delays and the courier service is responsible for that, then we investigate the case and we get back with a refund or replacement where eligible.
The above applies for frozen or refrigerated products which are shipped with packaging material appropriate for refrigerated or frozen items to reach you in the right temperature. If for any reason your receive the products in a condition that is not the appropriate, please take photos and we will investigate the issue and we will get back with a refund or replacement where eligible.
In any case of return that a refund is expected, we first receive the parcel back to make sure that the items are packed and safe to re-sale, this applies to ambient foods, drinks, chilled and frozen item that may be still in shape upon our reception.
Parcels declared lost from Courier Services
There maybe rare cases where a courier service declares a parcel as lost. In this case, we cannot take any responsibility of the courier’s activity that led to a lost parcel, but we can help you approach the courier service and submit a claim for reimbursement. Some times the courier services do not reimburse 100% the value of the parcel..