Return and Exchange Policy

I. Scope of Application

II. Conditions for Return and Exchange

1. Return and Exchange due to Quality Problems
   • Should you receive a product with quality defects such as spoilage, an off smell, damaged packaging leading to food contamination, or a discrepancy between the food ingredients and the product description, you are entitled to contact our customer service to request a return or exchange within 4 hours of receiving the goods. When lodging the request, kindly provide clear photographic or video evidence to substantiate the problem, facilitating our prompt handling.
   • In the case of frozen products, if there is evidence of thawing, softening, or quality degradation due to issues with cold chain transportation, the same return and exchange conditions for quality problems apply. We will expedite the process of arranging a replacement or issuing a refund and cover the associated shipping costs to ensure you receive a satisfactory product or your money back in a timely manner.
2. Incorrect or Missing Items
   • If the item you receive does not tally with your order, for example, the wrong type of product or an insufficient quantity, you can reach out to our customer service within 4 hours after receiving the parcel. We will promptly reissue the correct item or process a refund, depending on your preference, and bear any resultant shipping charges.
3. Return and Exchange due to Personal Reasons
   • If you wish to return or exchange a product due to personal taste preferences, over-purchasing, or other personal motives, given the nature of food products, we will consider your request subject to the following conditions:
     • The food must remain unopened, with the original packaging intact and undamaged, ensuring its suitability for reselling.
     • You must submit your application within 3 days of receiving the product.
     • For frozen items, due to their strict cold chain requirements, we will only entertain your request if the product is still in a frozen state (which can be verified by a thermometer or proof of intact cold chain packaging) and meets the aforementioned unopened and intact packaging criteria.
   • For returns and exchanges initiated for personal reasons, you will be responsible for the shipping cost of returning the item. Additionally, depending on the product category and the actual circumstances, we may levy a handling fee not exceeding 20% of the product's value to offset the costs of reinspection, repackaging, and refrigeration (if applicable).

III. Return and Exchange Procedure

1. Contact Customer Service: When you need to return or exchange a product, get in touch with us within the stipulated time via our website's online customer service, customer service hotline, or email. Explain the rationale for the return or exchange to the customer service representative and furnish the order number, product name, and relevant supporting evidence (such as photos, videos, etc.).
2. Application Review: Upon receipt of your application, we will conduct a review within 14 working days. Once approved, the customer service team will liaise with you regarding the specific modalities of the return or exchange, including details such as the return address and refund method.
3. Return the Product: If it's a return, you must carefully package the item and dispatch it to the designated address as per the customer service instructions. For frozen products, it is imperative to select a shipping service capable of maintaining the cold chain integrity (if necessary). When returning frozen items, we recommend using a courier with refrigeration capabilities and placing a thermometer in the package to monitor the temperature, preventing further damage to the product during transit.
4. Process Refund/Replacement: After we receive the returned product and verify its condition, we will complete the refund or replacement within 14 working days. The refund will be remitted to your original payment method, and the replacement product will be dispatched as soon as possible.

IV. Special Notes

1. Given that food is a perishable commodity, to guarantee food safety, we are unable to entertain return or exchange requests that are submitted after the specified time frame, or for products that have been opened, partially consumed, or have deteriorated due to improper storage.
2. If, due to force majeure events (such as natural disasters, wars, government actions, etc.), the product is damaged or the delivery is delayed, affecting your return and exchange rights, we will engage in discussions with you to find a mutually agreeable solution to minimize your losses, though it may not be possible to adhere strictly to the terms of this policy.