Refund policy

Refund and Returns Policy

 

Because our products are perishable food items, we cannot accept returns. However, your satisfaction is our priority. This policy outlines our Frozen Delivery Guarantee and when you qualify for a refund or reshipment.

 

1. Frozen Delivery Guarantee

 

We guarantee your product will arrive frozen solid or still very cold (below 40°F) within 2 days of shipment.

 

2. Eligibility for Refund/Reshipment

 

You are eligible for a full refund or a replacement shipment if any of the following occur:

  • Product Arrives Thawed: The contents are thawed, warm, or spoiled upon arrival.

  • Missing or Incorrect Items: You received items that you did not order or items were missing from your package.

  • Package Damage: The outer packaging or inner product seals were significantly damaged in transit, compromising the quality of the fish.

 

3. Conditions & Exclusions

 

We cannot offer refunds or reshipments if the delay or issue occurred due to customer error, including:

  • Incorrect Address: The shipping address provided at checkout was incorrect or incomplete.

  • Recipient Unavailable: The recipient was unavailable to accept the delivery, and the product was left outside for an extended period, causing it to spoil.

  • Refusal of Delivery: The recipient refused to accept the package.

  • Delays Outside Our Control: The delay was due to severe weather, natural disasters, or carrier service disruptions clearly documented by the shipping carrier, unless the package was still delivered outside the guaranteed 2-day window. However with our shipping promise we will replace the first package free of charge but the shipping charge will be on the customer. 

 

4. How to Initiate a Claim

 

Claims must be initiated within 24 hours of delivery.

  1. Contact Us: Email us immediately at [Your Customer Service Email] with your order number.

  2. Provide Proof: You must include clear photographs of the package, the damage, and/or the thawed product to verify the claim.

  3. Resolution: Upon review, H&H Boneless Buffalo will process either a full refund or dispatch a replacement order, free of charge.