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Store policies

Refund & Return Policy

At Acefreshfoods, we take pride in delivering high-quality fresh and frozen products to customers across Canada. Due to the perishable nature of our products and strict food safety regulations, this Refund and Return Policy explains the conditions under which refunds, replacements, or credits may be issued. By placing an order on https://acefreshfoods.ca/, you agree to the terms outlined below.

1. General Policy for Fresh & Frozen Products

Fresh and frozen food items are subject to strict handling and temperature-control standards. For health, safety, and regulatory reasons, we do not accept physical returns of perishable goods once they have been delivered.

  • All sales of fresh and frozen products are considered final unless otherwise stated.
  • Returns are not accepted due to food safety and hygiene regulations.
  • Eligible refunds or replacements are issued only in cases of verified issues.

2. Eligible Cases for Refunds or Replacements

We may offer a refund, replacement, or store credit under the following circumstances:

  • The product was delivered in a spoiled, thawed, or unsafe condition.
  • The wrong product or quantity was delivered.
  • The product was damaged during transit.
  • The order was not delivered as confirmed by our delivery records.

3. Reporting an Issue

To ensure timely resolution, customers must report any issue with their order promptly:

  • Issues must be reported within 24 hours of delivery.
  • Clear photos or videos of the product and packaging may be required.
  • Order number and delivery details must be provided.
  • Failure to report within the stated timeframe may result in ineligibility for a refund or replacement.

4. Refund Process

Once an issue is verified, we will process the appropriate resolution:

  • Approved refunds are issued to the original payment method.
  • All prices are charged, and refunds are issued, in US Dollars (USD).
  • Refund processing may take 5–10 business days depending on your payment provider.
  • Shipping fees are non-refundable unless the issue resulted from our error.

5. Replacements and Store Credit

Depending on availability and customer preference, we may offer replacements or store credit instead of a refund:

  • Replacement items are shipped at no additional cost.
  • Store credit may be issued for future purchases.
  • Credits have no cash value and are non-transferable.

6. Delivery and Temperature Responsibility

Maintaining product quality requires timely delivery and proper handling:

  • Customers must ensure someone is available to receive the order at the delivery address.
  • We are not responsible for spoilage caused by missed deliveries or incorrect addresses.
  • Once delivery is completed, responsibility for storage and handling transfers to the customer.

7. Order Cancellations

Due to the perishable nature of fresh and frozen goods:

  • Orders may be cancelled only before they are processed or packed.
  • Once an order enters preparation or shipping, it cannot be cancelled.
  • Approved cancellations will be refunded to the original payment method.

8. Compliance with Canadian Food & Consumer Laws

This policy complies with applicable Canadian food safety standards and consumer protection laws. Nothing in this policy limits your rights under federal or provincial legislation.

  • Consumer rights may vary by province or territory.
  • In the event of a conflict, applicable Canadian law will prevail.

9. Changes to This Policy

We reserve the right to update or modify this Refund and Return Policy at any time.

  • Changes take effect immediately upon posting.
  • Continued use of our services constitutes acceptance of the updated policy.

10. Contact Us

If you have any questions or concerns regarding this Refund and Return Policy, please contact us:

Email: order@acefreshfoods.ca
Phone: 519-784-2344
Address: Unit A, 1011 Richmond Street, Chatham, ON N7M 5J5, Canada