Refund policy
This Refund Policy applies to products purchased from Really Good Food Group, Really Good Deli, Mr. Moo Phuket, and our online store at www.reallygoodfoodgroup.com.
1. GENERAL POLICY.
We want customers to be happy with their orders. If something has gone wrong, please contact us as soon as possible and we will review the issue fairly.
Due to food-safety and cold-chain requirements, we generally cannot accept returns or offer refunds for perishable food products once they have been delivered or collected, unless the issue is caused by our error, the product is defective, or the order is materially different from what was purchased.
2. CANCELLATIONS BEFORE DISPATCH.
For standard online orders, cancellation may be possible if you contact us before the order has been picked, packed, dispatched, or prepared for delivery.
Once an order has been dispatched with our driver, collected by a delivery partner, prepared for pickup, or handed over to the customer, cancellation may no longer be possible.
3. MISSING, DAMAGED, EXPIRED, OR INCORRECT ITEMS.
Please inspect your order as soon as it is delivered or collected. If an item is missing, damaged, expired, incorrect, thawed, or otherwise not as expected, contact us as soon as possible on the same day.
Please provide your order number or order details, customer name, phone number, description of the issue, and clear photos of the product, label, packaging, and delivery condition where relevant.
After reviewing the issue, we may offer a replacement, refund, store credit, partial credit, or other reasonable solution depending on the circumstances.
4. PRODUCT QUALITY CONCERNS.
If you believe a product has a quality or food-safety issue, stop using the product and contact us immediately. Please keep the product, packaging, label, and any remaining contents until we confirm the next steps.
We may ask for photos, batch details, storage information, delivery timing, or return of the product for inspection.
5. ALLERGIES AND DIETARY REQUIREMENTS.
Customers are responsible for checking product information and contacting us before ordering if they have allergies or dietary restrictions. We will assist where possible, but refunds may not be available where a customer orders a product that is unsuitable for their dietary needs without checking with us first.
If we have confirmed specific allergy-related requirements in writing and the product supplied does not match that confirmation, we will review the issue under this policy.
6. CUSTOM, CATERING, B2B, AND BULK ORDERS.
Custom production, catering packs, bulk orders, wholesale orders, B2B orders, special sizes, recipe development, or event orders may require deposits, ingredient purchasing, production planning, and reserved production time.
Deposits, confirmed custom orders, or made-to-order products may be non-refundable once production planning, ingredient purchasing, preparation, or manufacturing has started.
7. REFUND METHOD AND TIMING.
Approved refunds may be issued to the original payment method, as store credit, as replacement product, or by another method agreed with us.
Refund processing times may vary depending on payment provider, bank, order channel, and internal review. We will confirm the approved solution and expected timing after reviewing the request.
8. RETURN SHIPPING.
Do not send products back to us unless we have asked you to do so. Because our products are perishable, returned goods may not be accepted without prior approval.
If a return is approved, products must be packed safely and handled according to our instructions. We may reject a refund if the product is returned damaged, used, improperly packed, or handled in a way that prevents reasonable inspection.
9. HOW TO REQUEST HELP.
For refund, replacement, or order issue requests, please contact us as soon as possible. Please include your order details and photos where relevant so we can resolve the issue quickly.
Email. sales@reallygoodfoodgroup.com
Direct Mail. Really Good Food Group, 88/7 Moo 10, Chalong, Phuket, 83130, Thailand
Phone. 087 888 1368