Refund policy

No cancellation, return or refund

Given that we sell frozen food products, for reasons of hygiene, safety or under law, we are not able to refund, return or exchange items unless they are faulty (see "Damages and issues" below).

Due to our items being classed as perishable goods, all deliveries cannot be returned to depot and will be left in a safe place as decided by our courier unless stated at time of ordering. We also cannot accept returns for frozen products as we are unable to guarantee their condition upon return to us. Please get in touch if you have questions or concerns about your specific item or delivery instructions.

Further, we cannot accept returns on sale or discounted items or gift cards.

Damage and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

For us to evaluate the issue, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. 

You assume responsibility to store and freeze the items as appropriate upon delivery according to your instructions. While we take care to package using a system that keeps the products frozen, always check before storing or consuming. If the products arrive thawed, please refrigerate and consume as soon as possible within 24 hours. We cannot accept responsibility for thawed goods as transit conditions may vary. 

To notify us of any issues or contact us for any questions, you can reach us at info@sousfeed.com.