Effective date: 20.06.2026
1) Scope
This Refund Policy applies to purchases made through invoices/orders arranged by email/website contact forms for goods. If you do not purchase through us, this policy may not apply.
2) General rule for trade shipments
Because international food trade involves perishable goods, customs clearance, and shipping costs, refunds are generally limited. Refund eligibility depends on:
- product condition upon receipt (if goods are defective or incorrect);
- cancellation timing (before production/shipment);
- whether applicable logistics and compliance costs can be recovered;
- the terms stated in the invoice/order confirmation.
3) Cancellation
If you cancel an order:
- before any goods are produced/packed/collected for shipment, we may refund amounts paid, minus reasonable costs (e.g., preparation, documentation, and any non-refundable charges);
- after shipment processing begins, refunds may be reduced or not available.
4) Damaged/incorrect goods
If goods are damaged or not as agreed:
- you must notify us within 30 days of receipt;
- provide evidence (photos/videos) and shipment documents where applicable. We will review and may offer a solution such as replacement, credit, or refund (as appropriate), excluding issues caused by improper storage/handling after receipt.
5) Quality disagreements and compliance
Food products are subject to varying regulations and handling requirements. If quality issues result from:
- improper storage/transport after delivery,
- temperature excursions,
- mishandling by the buyer or their freight/logistics chain, then refunds may not be available.
6) Return shipping
Returns (if offered) must follow our instructions. Return shipping, customs, and re-import costs are generally the buyer’s responsibility unless the issue is due to our error.
7) No refunds for custom or made-to-order goods (if applicable)
If the order is custom, tailored, or specifically sourced to your requirements, refunds may be limited or not available once procurement begins.
8) Refund method
If a refund is approved, it will be issued to the original payment method where possible, or by another agreed method.
9) Processing time
Refunds (if applicable) are processed within 30 business days after approval. Payment processors may add additional time.
10) Contact
To request a review:
- Email: contact@food-import-export-trader.com