We always want to make sure that our customers have the best experience and the best service. However, we do not practice full refund policy except only on these situations:
- Product that you ordered was out of stock and cannot be replace.
- Product that you ordered was damaged or expired and we do not have stock to replace a new one.
Hence once you have placed the order and suddenly you decided to cancel the order without valid reason, we will not refund your money.
Do you accept product returns?
Normally if you received any product that is damaged, expired or leakage, you may talk directly to us through any channel such as our hotline number, facebook, whatsapp and Instagram and our team will help you. If the complaint is valid, we will definitely guarantee you that we will replace a new good stock.
How do you accept any product returns?
We guarantee you 5 working days return policy that we will replace any product with the same product that you ordered before when these situations happened:
i. Expired or contaminated product
ii. Broken packaging (example – broken glass or jar, leakage)
iii. Wrong product delivery
However in the occasion of stock shortage, we will replace with other products with the value of the amount that you spend with the condition of your approval.
What should I do if I would like to make replacement for the damaged product?
When you encounter the situations as mentioned in Q2, please follow these steps:
1. Snap a picture of the damaged product.
2. Send us an email or directly talk to us through our various communication channels together with the picture and your order tracking number and your mobile number with your complaint.
3. As for situation i- damage product and ii- broken packaging, we will make the replacement within 5 working days and there is no need for you to return the damaged product at zero cost.
4. However in the event of situation iii- wrong product delivery, you are required to return the original product with the original condition, un-opened and sealed and send back the product by calling our official courier partner. You are required to give our Company Account Number and send back to our address. There will be no delivery charge as it will be chargeable to our official account. We have full right to accept or reject your request if the product is not in the right condition.
FOODMARKET RETURN DEPARTMENT,
What should I do if I am not satisfied with the product that I purchased and I would like to make a replacement?
You are allowed to make replacement only if there is valid reason and subject to our management approval. However in any occasion that you just simply changed your mind and want for a full refund, we will not accept and our policy does not support that.