1. Overview

Due to the perishable and frozen nature of our products (bao, gyoza, and dim sum), we operate a strict refund policy in accordance with UK consumer law.

2. No Change-of-Mind Returns

Once an order has been dispatched, we cannot accept returns or offer refunds for change-of-mind purchases. This is permitted under UK law for perishable food items.

3. Damaged, Defective, or Thawed Products

If your order arrives:

• Not frozen

• Damaged

• Missing items

• Unsafe for consumption

You must contact us within 24 hours of delivery and provide:

• Your order number

• A clear photo showing the issue

Failure to report issues within this timeframe may result in refusal of a refund or replacement.

4. Refund or Replacement Decisions

If we confirm a fault or delivery failure:

• We may offer a replacement, store credit, or refund

• Refunds are issued to the original payment method

We reserve the right to choose the most appropriate resolution.

5. Delivery Failures

If your order fails to arrive, you must notify us within 7 days of the expected delivery date to be eligible for investigation, refund, or replacement.

6. Refund Processing Time

Approved refunds will be processed within 5–10 working days, depending on your payment provider.

7. Contact

For refund requests, contact:
Email: ta-bao@sampanfoods.co.uk