Hiki Food After-sales Specification
I. Order cancellation rules after payment
1. For the order status as “your order is received”, you can click “request refund” through “My orders” in the system.
Payment method: IDEAL
We will verify your refund request within 48 hours and email you through the registered email. Please reply the email with your IDEAL bank account and corresponding name, our finance will complete the refund within 4-5 working days.
2. If your order has been sent then your order can not be canceled, modified or refund.
II. Non-quality problem food products are not covered by the Return and Refunds Policy, including but not limited to the following situations:
1、Any product that deformed during transportation which is not a quality problem, e.g. , canned food;
2、Promotional discounted products;
3、Any product with an opened package;
4、Any product that is contaminated due to improper disposed by customers;
5、Products with unidentified sources such as torn or altered the label, anti-counterfeit mark, or special packaging result from customers;
6、Subjective factors based on personal aesthetics, taste, preference, and delivery time.
III. Return and Refunds Policy for various goods
Fresh Goods（including vegetables and fruits、seafood、meat and eggs、various frozen goods、All day fresh Products）
It is normal that different batches have slightly differences due to factors such as season, climate, growth environment, etc. You may not get a refund if the survival rate of live seafood products is around 90%. Fresh goods will not be included in the Return and Refunds Policy without quality problem.
If you find that the product has quality problems, missing, wrong delivered, damaged, etc, please contact us within 24 hours with proof. We will verify your application within 2 working days, and you may receive the voucher or refund after verification.
If you find that the product has quality problems, missing, wrong delivered, damaged, etc, please contact us within 72 hours with proof. We will verify your application within 3 working days, and you may receive the voucher or refund after verification.
Non-food Products: You can contact us within 14 days after signing for your product. When the request passed, you need to send the product back to our warehouse within 3 days. Please send the track and trace number to us after you return the product. We will verify your return request within 3 working days, the return will be proceeded after approval. You may not return of get a refund for the high price cosmetics with receipt after signing.
Please note: The shipping costs are for the customer if the request due to personal reason, in addition, the product should be returned without damaging the package. We will cover the shipping cost if the goods with quality issues.
Discount Goods，or goods about to expired
Please pay attention to your delivery time in the system after ordering. Product damaged due to delivery time is not included in the service.
IV. Return and Refunds
Due to food safety reasons, food products may not be exchanged or returned after it has been delivered. We may compensate according condition of the damaged products.
1. Refund: Provide your IDEAL bank account and corresponding name when you click” refund” in the system, our finance will complete the refund within 4-5 working days after verification.
2. Voucher: Half a year valid vouchers will be sent directly to your account. You can use the vouchers for your next shopping in Hiki Food.
Exchange products: Returned products (non-food) should be returned by customers, and we replace an equal value product after verification.
A kindly reminding: For completed refund orders, it is not allowed to change to voucher returned; For completed voucher refund orders, it is not allowed to change to refund.
1、Any relative disputes should be resolved and decided by Hiki Food. The decision of Hiki Food will be considered as the final decision.
2、Hiki Food have the right to change terms and conditions without an announcement.
3、If there are other return and refunds policies for the affiliate merchants, please refer to the policies from the merchant.
Customer Service email：firstname.lastname@example.org
Monday to Saturday：9:00-18:00