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Return to shopDELIVERY AND RETURNS
Delivery
Freshness & Product Handling
We take pride in preparing and packing our chili oil and ready-to-eat products carefully to maintain freshness and quality.
Product Condition
Due to the nature of food products:
- Oil separation, texture variation, or slight color differences may occur naturally.
- Packaging appearance may vary slightly from product photos shown on the website.
- Minor dents or cosmetic imperfections on external packaging caused during transit do not affect product quality.
Delivery Responsibility
Once the parcel has been handed over to the courier service, delivery timing and handling are under the responsibility of the courier provider.
However, we will always do our best to assist customers in resolving shipping-related issues whenever possible.
High Risk Delivery Area
Certain remote or high-risk areas may experience longer delivery times depending on courier coverage and accessibility.
Refusal Of Delivery
If a customer refuses delivery without valid reason, the order may not qualify for refund or replacement.
Returns
Food Safety & Hygiene Policy
Due to hygiene and food safety regulations, all food products sold are generally non-returnable and non-refundableonce shipped.
However, we may offer replacements or partial/full refunds under the following conditions:
Eligable Cases
- Wrong item received
- Missing item
- Product damaged during delivery
- Expired product received
- Product leakage caused during shipping
Claim Requirements
To submit a claim, customers must contact us within 24 hours of receiving the parcel with:
- Order number
- Clear photos/videos of the item
- Photos of packaging and shipping label
Claims submitted after the stated timeframe may not be accepted.
Non Eligible Cases
We do not accept returns, refunds, or exchanges for:
- Change of mind
- Taste preference
- Incorrect orders placed by customer
- Minor packaging imperfections
- Delays caused by courier service
- Failure to read product descriptions or ingredients
Refund Processing
Approved refunds will be processed within 7–14 working days via the original payment method unless otherwise stated.
Right Refuse Claims
We reserve the right to reject refund or replacement requests if the claim appears fraudulent, abusive, incomplete, or inconsistent with our policy terms.
Help
If you have any questions regarding your order, delivery, returns or products, our team is always happy to assist you.
Please contact us via email and we will get back to you as soon as possible.
📧 Email: hellofsbrands@gmail.com