Refund & Cancellation Policy

You can cancel free of charge within 12 hours of payment, provided production has not started. Write to us with your order number and we will confirm in writing.

Once we start preparing your batch, the order cannot be cancelled and payments are non-refundable. This is because each batch is made to your selection and cannot be resold.

• Check the consignment at the time of delivery.
• Send clear photos of the carton, the packs and the delivery docket within 24 hours of delivery.
• Once verified, we replace the affected packs free of cost on your next dispatch.

If a batch does not meet our stated specification, share the batch code and photos within 48 hours. Our QC team reviews every claim and approved claims are replaced.

• Thawing or spoilage caused by refusal or delay in accepting delivery.
• Incorrect storage after delivery. Product must be kept at -18°C.
• Change of mind after dispatch.

Approved claims are settled as free replacement stock or as credit against your next order. We do not issue cash refunds.