ULTIMALT

DAMAGES

At Duro Foods, we pride ourselves on the quality of goods and service that we provide to our customers.  We also acknowledge that there will be the odd occasion when the goods and/or parcel we send may be damaged in transit.  In such a situation where there has been damage to goods or parcel, we would require the customer to inform us in writing (email) of the damage within 24 hours of receiving the goods or parcel with a brief description of the damage.  We would also ask that the customer provides, name, address, order number and any digital image of the damage.

We aim to investigate and contact the customer within 72 hours of receiving complaint.  If the complaint is upheld upon investigation (we found something may have gone wrong), we would aim to provide a replacement product or an alternative product.  We would only refund if there is no replacement of the original or alternative product.

​Where we are unable to provide replacement product, we would initiate a refund.  The refund will be paid into the payment card or account.  This may take up to 7 days to show up in the account from the day the refund is initiated.

​REFUND / RETURNS POLICY

​Due to the nature of our products we can only refund of damaged goods or parcels that we are informed within 72 hours of receipt.   We would not consider a return of goods we are informed after 72 hours of receipt.

To be eligible for a refund, your item must be unopened, unused and in the same condition that you received it. It must also be in the original packaging.

Once the investigation is finalised you will be offered the option to return the goods.

​Some of our products such as perishable goods such as frozen and ready meals are exempt from the return policy and cannot be returned due to contamination. 

​Once the investigation into your complaint is completed, we will send you an email to notify you of the result, provding further details on our decision and actions that should follow from both parties.

​** Please note**  We would require a copy of your receipt or proof of purchase to complete the return.

​If you were approved, then a new product would replace the items returned. If the product is unavailable then you will be issued a voucher to the value of the product to use toward your next purchase.

​PLEASE DO NOT SEND THE GOODS YOU PURCHASED FROM US TO THE MANAUFACTURERS.