Return & Refund Policy (Herochef)
We aim to deliver every order in excellent condition. If there’s an issue with your purchase, please contact us at herochefoodenterprise@gmail.com and we’ll review it promptly.
Eligibility
A refund or replacement is considered only for:
1. Wrong product sent (SKU/variant/quantity does not match the order).
2. Parcel/product received damaged (e.g., severely dented, torn, leaked/spilled, crushed, or otherwise compromised).
Requests not eligible include change of mind, incorrect selection by the customer, items opened/consumed, or damage caused by improper storage after delivery. Minor cosmetic scuffs on the outer box that do not affect product quality may not be considered damage.
How to Request
Email herochefoodenterprise@gmail.com with the subject line “Return/Refund – Order #” within 48 hours of delivery and include:
• Order number, recipient name, and delivery date
• Clear photo evidence, showing:
• The entire outer parcel
• The shipping label (tracking/AWB) clearly visible
• The inner packaging (padding/bubble wrap)
• Close-ups of the damage or the incorrect item
• (Optional but helpful) Unboxing video
Please retain the original packaging and product until we complete our review.
Review & Resolution
• We will assess your case and inform you of the outcome and next steps.
• If approved, we will provide one of the following:
• Replacement of the correct/undamaged item(s), or
• Refund to the original payment method.
• For approved cases due to our error or transit damage, return/re-delivery shipping costs (if any) will be borne by us.
• Refund processing times may vary depending on your bank/payment provider.
Important Notes
• Perishable snack items can only be accepted for review if they remain unopened and the issue is reported within 48 hours of delivery.
• We may request additional information if the initial evidence is insufficient to conclude the claim.
For any questions regarding this policy, please email herochefoodenterprise@gmail.com.
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