At ANS Fresh & Frozen Pte Ltd, customer satisfaction is our priority. If you’re not entirely satisfied with your purchase, we’re here to help. Our Refund and Returns Policy ensures that you have a clear understanding of how to request returns, refunds, or exchanges for the products you buy from us.
1. Returns and Exchanges
We accept returns or exchanges only under the following conditions:
- The product is defective or damaged upon delivery.
- The wrong product was delivered (incorrect item, size, or quantity).
- The product was not as described (in terms of freshness or quality).
Conditions for Return:
- You must notify us within 24 hours of receiving the product to be eligible for a return or exchange.
- The product must be unused and in the same condition that you received it. It should be kept in its original packaging.
- Perishable items such as fresh or frozen food cannot be returned unless they are defective or damaged.
Return Process:
- To initiate a return, please contact our customer service at [your-email@example.com] or [your-phone-number] with your order number and details of the issue.
- Once your return request is approved, we will arrange for the collection of the item or request that you return the product to our store.
2. Refunds
Refunds are available under the following conditions:
- You receive a defective or damaged product.
- You received an incorrect product (wrong item, size, or quantity).
- The product was not delivered within the promised timeframe, and you wish to cancel your order.
Refund Process:
- Once we receive your return request and approve the return, we will inspect the product and notify you of the status of your refund.
- If your refund is approved, it will be processed within 5-7 business days. The refund will be issued to your original method of payment (credit card, PayNow, etc.).
Non-Refundable Items:
- Products that have been used or damaged after delivery.
- Perishable goods such as fresh or frozen food unless they were defective or damaged upon delivery.
- Gift cards, promotional items, or discounted products.
3. Exchanges
If you received a defective or incorrect product, you can opt for an exchange instead of a refund. Exchanges are only available for the same product, subject to availability.
Exchange Process:
- Contact us within 24 hours of receiving the product at [your-email@example.com] or [your-phone-number].
- Once the issue is confirmed, we will arrange for an exchange. You may either return the product for an exchange or receive the correct product at your convenience.
4. Late or Missing Refunds
If you haven’t received your refund after 7 business days, please take the following steps:
- Check your bank account or PayNow account to confirm the transaction.
- Contact your payment provider to ensure there’s no delay in processing.
- If you’ve completed the above and still have not received your refund, contact us at [your-email@example.com].
5. Cancellations
Orders can only be canceled if they have not yet been processed for delivery. Once your order is dispatched, it cannot be canceled.
Cancellations Due to Product Unavailability:
- If a product is unavailable after placing your order, we will notify you as soon as possible. You may choose to either receive a refund or opt for a product of equivalent value.
6. Damaged or Defective Products
We take great care to ensure the quality and freshness of our products. However, if you receive a damaged or defective item, you are eligible for a return, exchange, or refund.
Reporting a Damaged or Defective Product:
- Please contact us at [your-email@example.com] within 24 hours of receiving the product.
- Provide details of the damage, along with photos, if applicable, for a quick resolution.
7. Shipping and Returns
For returns, we will arrange for collection or provide details on how to return the product to our store. Return shipping costs will be covered by ANS Fresh & Frozen Pte Ltd if the product is damaged, defective, or incorrectly delivered.
For exchanges, the delivery of the replacement item will be free of charge. However, for non-damaged or non-defective returns, shipping costs will be borne by the customer.
8. Exceptions
Certain items are exempt from being returned:
- Perishable goods (such as fresh meat, frozen meat, seafood, and vegetables) cannot be returned unless they are damaged or defective upon delivery.
- Gift cards and promotional items are non-refundable.
Contact Us
If you have any questions regarding our Refund and Returns Policy, please reach out to us at:
ANS Fresh & Frozen Pte Ltd
Email: [your-email@example.com]
Phone: [your-phone-number]
Address: [Your Business Address]