Refund Policy

Claims & Return Policy

Due to the perishable nature of our fresh produce, physical returns are not accepted. Instead, we offer a professional claims process to ensure you receive the quality you paid for.

1. Quality Guarantee

We guarantee that all products are inspected by our Quality Assurance (QA) team and meet GMP/HACCP standards at the time of departure from Thailand.

2. Filing a Claim

If you receive products that are damaged, spoiled, or do not match your order specifications, you must notify us within 24 hours of the shipment's arrival at the destination airport (e.g., London Heathrow).

To process a claim, please provide:

• Photo/Video Evidence: Clear photos and videos of the damaged produce and the original packaging/labels.

• Survey Report: For large-scale damage, an independent surveyor’s report may be required.

• Batch Number: The lot or batch number found on the outer carton.

3. Resolutions

Once the claim is verified by our team, we will offer one of the following:

• Credit Note: A credit amount to be applied to your next order.

• Replacement: Free replacement of the damaged items in your next shipment.

• Refund: A partial or full refund for the affected items (case-by-case basis).

4. What is Not Covered

• Change of Mind: We do not offer refunds if you change your mind after the shipment has departed.

• Improper Storage: We are not responsible for spoilage caused by poor handling or storage after the goods have been cleared from the airport.

• Taste/Appearance: As these are natural products, minor variations in taste, shape, or color are normal and do not qualify for a claim.