Food products require appropriate handling, storage and hygiene controls. Once a food product has been delivered, its subsequent storage conditions, handling and integrity may not always be independently verifiable.
Accordingly, change-of-mind returns of correctly supplied food products are generally not accepted, to the extent permitted by applicable law, particularly where the product has been delivered in accordance with the order and its packaging and seal are intact.
Examples of change-of-mind requests that are generally not eligible for return or refund include:
This does not affect remedies required by applicable consumer law.
Please contact us where:
For shipping damage, incorrect or missing products, tampered packaging, or other defects that are reasonably apparent upon delivery, customers are requested to notify us as soon as reasonably possible, preferably within 48 hours of delivery.
Prompt notification helps us investigate the issue, verify the order and delivery records, preserve relevant evidence, and coordinate with the logistics provider or other relevant parties where necessary.
Customers are encouraged to provide their order number, photographs or videos of the product and packaging, batch or lot details where applicable, and a brief description of the issue. However, the absence of any particular form of evidence will not automatically invalidate a complaint or a remedy available under applicable law.
For defects that could not reasonably have been discovered at delivery, including latent defects, suspected contamination, food-safety concerns or other issues identified subsequently, customers should contact us as soon as reasonably possible after discovering the issue.
The 48-hour period is a preferred reporting timeframe for prompt investigation and is not an absolute cut-off for accepting complaints. Nothing in this clause limits any statutory right, remedy or applicable limitation period that cannot lawfully be excluded or restricted.
All complaints will be assessed on their merits and addressed in accordance with applicable law and our Returns, Refunds and Cancellations Policy.
To help investigate a claim, we may reasonably request:
Customers should retain the product and packaging until the complaint is resolved where safe and reasonably practicable.
For a suspected unsafe food product, do not consume additional product merely to demonstrate the issue.
An unboxing video is recommended, wherever practicable, as it can help us investigate and resolve complaints relating to missing items, transit damage, tampered packaging or incorrectly delivered products.
Where available, customers are encouraged to provide an unedited video showing the package as received, the condition of the outer packaging, the opening of the package and the products contained inside.
An unboxing video is not a mandatory condition for submitting a complaint or obtaining a remedy where one is required under applicable law. If an unboxing video is unavailable, we may consider other reasonable and credible evidence, including photographs, images of damaged packaging or products, order details, batch or lot information, delivery records and a description of the issue.
We may request additional information reasonably necessary to investigate a complaint, verify the circumstances and determine an appropriate resolution. Each complaint will be assessed on its merits, in accordance with applicable law and our Returns, Refunds and Cancellations Policy.
Nothing in this clause excludes or restricts any consumer right or remedy that cannot lawfully be excluded or restricted.
If a claim is validated, we may, depending upon the circumstances and applicable law:
The remedy will be appropriate to the issue and applicable statutory requirements.
A customer may request cancellation before the order reaches a stage where cancellation is no longer operationally possible.
The Platform should display the cancellation option where available.
Once an order has been packed, handed to the courier or shipped, cancellation may no longer be possible.
Where cancellation remains possible, an eligible prepaid amount will be refunded through the applicable process.
We may cancel an order for legitimate reasons including:
Where we cancel an eligible prepaid order, the collected amount relating to the cancelled items will be refunded.
Approved refunds will ordinarily be initiated to the original payment method where technically available and appropriate.
Bank/payment-gateway processing times may apply after initiation.
Where the original payment route cannot accept the refund, we may request reasonable information to process an alternative lawful refund method.
Where the entire order is cancelled by us before fulfilment, applicable shipping charges collected for that order should ordinarily be refunded.
For partial refunds, return situations or customer-requested cancellations, treatment of shipping charges will depend on the reason, stage of fulfilment and applicable law.
Where a refund is due for a COD order, we may request:
The information will be used for refund processing and associated compliance purposes.
Where a product was purchased as a gift, refund rights ordinarily belong to the purchaser/payment source unless applicable law or our process permits another arrangement.
Replacement may be delivered to the recipient where appropriate.
Where a discount depends upon purchasing multiple products together, a refund involving only part of the bundle may require recalculation of the discount to determine the proper refundable amount, provided this is permitted by applicable law and clearly disclosed.
Defective items remain eligible for applicable remedies.
If an order generating referral commission is:
the corresponding referral commission may be reversed according to the Referral Programme Terms.
The customer's legitimate refund rights are not reduced because the order generated a referral reward.
Food-safety and quality complaints may be escalated for investigation using:
Where legally required, matters may be reported to or handled in cooperation with competent authorities.
369 Food Company Consumer Care
Email: care@369foodcompany.com
Phone: 8115534567
Hours: 10:00 AM to 6PM (Sunday Closed)
Please include your order number in all correspondence.