Refund policy

Returns & Refund Policy

At ADZ Food Distribution Ltd ("ADZ Foods", "we", "our" or "us"), we are committed to supplying quality products. Please inspect your order carefully upon collection or delivery. By placing an order with us, you agree to the following Returns & Refund Policy.

1. Non-Returnable Food Products

For food safety, hygiene and traceability reasons, all chilled, frozen and temperature-controlled food products are strictly non-returnable and non-refundable, unless:

the goods were supplied incorrectly by ADZ Foods;
the goods were damaged before collection or delivery; or
the goods are proven to be faulty at the time of collection or delivery.

This does not affect your statutory rights where applicable.

2. Damaged, Missing or Incorrect Goods

Any claim relating to damaged, broken, missing, short supplied or incorrect goods must be reported to ADZ Foods within 24 hours of collection or delivery.

Claims should include:

your order or invoice number;
details of the affected item(s);
photographs where reasonably requested; and
any other information required to investigate the claim.

Claims submitted after the 24-hour period may not be accepted.

3. Condition of Returned Goods

Where ADZ Foods agrees that goods may be returned, they must:

be returned in their original packaging;
be unused and in a resaleable condition where applicable;
not have been altered, opened or damaged after collection or delivery; and
be returned to ADZ Foods before any refund, replacement or credit will be considered.

ADZ Foods reserves the right to inspect all returned goods before approving any refund, replacement or account credit.

4. Refunds and Replacements

Where a claim is accepted, ADZ Foods may, at its sole discretion:

replace the affected goods;
issue a full or partial refund to the original payment method; or
issue an account credit where appropriate.

Refunds will only be processed after the returned goods have been received (where requested) and inspected by ADZ Foods.

5. Customer Responsibility

Customers are responsible for ensuring that all goods are checked immediately upon collection or delivery, including quantities, condition and accuracy of the order.

Failure to report any issue within the time stated above will be deemed as acceptance that the order has been received complete, undamaged and in accordance with the order placed.