Refund policy

At Hon Foods, customer satisfaction and product safety are important to us. Due to the nature of food and consumable products, we follow strict hygiene and quality standards.

General Return Policy

Food products and consumable items are generally non-returnable and non-refundable once delivered and accepted by the customer for hygiene, safety, and quality control reasons.

Eligible Cases for Refund, Replacement, or Store Credit

Customers may be eligible for a refund, replacement, or store credit under the following circumstances:

  • Product received is damaged during delivery.
  • Product received does not match the product description or listed contents on our website.
  • Product received is expired or has an incorrect expiry date.
  • Product received shows signs of contamination, leakage, tampering, or quality defects.
  • Incorrect product was shipped by Hon Foods.
  • Package received is significantly damaged and affects product quality or usability.

Reporting Time

  • Customers must report any issue within 24–48 hours of delivery.
  • Claims submitted after this period may not be eligible for review.

Claim Requirements

To process your request, please provide:

  • Order number
  • Product name
  • Description of the issue
  • Clear photographs of:
    • Product packaging
    • Batch number and expiry date
    • Damaged or affected product
    • Shipping package (if damaged)

Email: onlinetrade@honfoods.com
WhatsApp: 00971559656123

Non-Eligible Cases

Refunds, returns, or replacements will not apply in the following cases:

  • Product package has been opened, consumed, or partially used.
  • Customer changes mind after purchase.
  • Product taste, flavor, texture, or personal preference does not meet expectations.
  • Incorrect shipping address or contact details provided by the customer.
  • Damage caused after delivery due to improper handling or storage conditions by the customer.
  • Delivery refusal after shipment dispatch for reasons unrelated to product defects or shipping errors. Applicable courier charges may be deducted where applicable.

Refund Process

  • Approved refunds will be processed through the original payment method whenever possible.
  • Refund processing time may take approximately 7–14 business days depending on the payment provider or bank.
  • Hon Foods reserves the right to review, investigate, and approve or reject claims based on submitted evidence and product inspection findings.