Q When can I apply for a return, exchange or refund?
If a product you receive has a quality problem or damaged packaging, or items were sent wrongly or missed out, please contact us as soon as possible. Once confirmed, we will arrange a replacement, exchange or refund depending on the situation.
Q What do I need to provide?
Please provide your order number, photos of the product and its packaging, and a short description of the problem. Please keep the product and its original packaging so we can check them.
Q Can I return a product for personal reasons?
Because frozen food has strict storage and transport requirements, we generally do not accept return or exchange requests due to a change of mind, personal taste or ordering mistakes. This does not apply to product quality problems.
Q What should I do with a product that has a problem?
If you suspect a quality problem, please stop eating the product and store it according to the packaging instructions. Contact us first to confirm how it will be handled — please do not send it back on your own.
Q How are refunds arranged?
Once a refund request is confirmed, we will explain the refund amount, method and expected processing time. The actual time for the money to reach you depends on your bank or payment platform.
This policy does not affect your statutory rights as a consumer.
Other policies
Questions about this policy? Please contact us.
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