Refund & Returns Policy

1. Nature of Our Products

We export frozen poultry products — perishable goods — under international trade contracts. Due to the nature of frozen food export, all sales are final once production and shipment have commenced. Returns are not logistically possible after products have left our facilities and are in transit.

2. Quality Guarantee

Frozen Chicken Exporters guarantees that all products shipped:

• Meet the specifications agreed upon in the Proforma Invoice
• Are processed under SIF inspection and HACCP controls
• Are accompanied by valid health, Halal, and origin certificates
• Are shipped at the agreed temperature (-18°C or below)
• Are within their stated shelf life at the time of shipment

3. Grounds for Claim

A quality or quantity claim may be raised if:

• Products do not conform to the agreed specifications in the PI
• The shipped weight or count is materially less than invoiced
• Products arrive damaged due to a cold chain failure attributable to Frozen Chicken Exporters
• Documentation is materially incorrect or missing, causing import delays

4. Claim Procedure

To raise a claim, the buyer must:

1. Notify Frozen Chicken Exporters in writing within 5 business days of the shipment's arrival at the destination port
2. Provide photographic evidence of the alleged non-conformity
3. Provide a survey report by an independent inspection company (e.g., SGS, Bureau Veritas) where applicable
4. Retain the goods in their original refrigerated condition pending our review

Claims submitted after the 5-day window or without supporting evidence will not be considered.

5. Resolution Options

Upon verification of a valid claim, Frozen Chicken Exporters will offer one or more of the following resolutions at our discretion:

• Price adjustment — partial credit against future invoices or refund of the affected portion
• Replacement shipment — subject to availability and mutual agreement on logistics
• Partial refund — for shortfalls or non-conforming items, calculated proportionally

Full order refunds are not offered except in cases where an entire shipment is demonstrably non-conforming and has been rejected by destination customs authorities.

6. Exclusions

Claims will not be accepted for:

• Quality issues arising from improper storage or handling by the buyer after delivery
• Losses due to incorrect import documentation provided by the buyer
• Normal variation in individual piece weights within industry-standard tolerances (±5%)
• Changes in buyer's market conditions or regulatory requirements after shipment
• Force majeure events as defined in our Terms and Conditions

7. Order Cancellations

Orders may be cancelled by written notice before production commences, subject to any costs already incurred (e.g., raw material procurement). Once production has started, cancellation may result in forfeiture of the advance payment. Proforma Invoices detail specific cancellation provisions per order.

8. Contact for Claims

All claims and inquiries should be submitted via our Contact page, clearly referencing your Proforma Invoice number and shipment details.