Refund Policy

Refund Policy - the basics

 International Chef's Pantry, LLC (ICP)

Strict Refund Policy

Last Updated: July 6, 2025

At ICP, we are committed to providing you with the highest quality frozen meat and produce. Due to the perishable nature of our products and for the safety and well-being of all our customers, we maintain a strict refund policy. Please review this policy carefully before making a purchase.

1. No Returns Accepted for Perishable Goods

Due to health and safety regulations, and the sensitive nature of frozen and perishable food items, we do not accept returns of any meat, poultry, seafood, produce, or other perishable goods. Once these items leave our facility and are delivered, they can not be returned for a refund or exchange, except in the specific circumstances outlined below.

2. Eligibility for Refund (Limited Circumstances)

A refund or replacement will only be considered under the following strict conditions:

Product Damaged or Spoiled Upon Arrival: If your product arrives clearly damaged, spoiled, or unsafe for consumption. This typically includes:

Thawed or Warm Frozen Items: Products that arrive thawed to a point where they are no longer safe (above 40°F / 4.4°C for frozen items), or clearly spoiled.

Packaging Compromised: Visible and significant damage to the product packaging that compromises the product's integrity.

Obvious Quality Defects: Products with clear and verifiable quality issues not related to normal variations (e.g., severe freezer burn, off-odor that suggests spoilage prior to delivery).

Incorrect Product Received: If you receive a product that is demonstrably different from what you ordered (e.g., beef when you ordered chicken or a completely different cut).

3. Conditions for Claiming a Refund

For a claim to be considered, you must adhere to the following conditions:

Immediate Notification: You must notify us within four (4) hours of confirmed delivery of your order. Claims made beyond this strict timeframe will not be accepted.

Proof of Damage/Issue: You must provide clear photographic or video evidence of the damaged, spoiled, or incorrect product in its original, unopened packaging, still within the shipping box if applicable

This evidence is crucial for our review and for potential claims with our shipping partners.

Do Not Consume Compromised Product: If a product appears compromised, do not consume it.

 Consumption of a potentially unsafe product voids any claim.

Retain Product and Packaging: You may be required to hold onto the product and packaging for further inspection or for the shipping carrier's claims process.

4. Exclusions from Refund

No refund or replacement will be issued for:

Customer Negligence Post-Delivery: Products that spoil or degrade due to improper handling, storage (e.g., left outside too long, not immediately frozen/refrigerated), or thawing after delivery.

Incorrect Address: Orders delivered to an incorrect or undeliverable address provided by the customer.

Failed Delivery Attempts: Products that spoil due to a failed delivery attempt where the customer was not available to receive the package or due to a lack of safe delivery location.

Personal Preference: Products that are "not to your liking" in terms of taste, texture, or appearance if they meet our quality standards and were delivered safely.

Minor Variations: Small variations in product weight, size, or appearance that are inherent to natural meat and produce items.

Items without Proof of Purchase: Claims without valid proof of purchase (order number, delivery confirmation).

Items where the issue is reported outside the 4-hour window.

Items that have been opened, consumed, or tampered with after delivery unless the defect was hidden and reported immediately upon discovery.

5. Refund Process

1. Contact Us: To initiate a claim, email our customer service at [Your Customer Service Email] or call us at [Your Customer Service Phone Number] within the 4-hour window of delivery.

2. Provide Information:** Include your order number, a detailed description of the issue, and the required photographic/video evidence.

3. Review: Our team will review your claim and provide evidence. We reserve the right to request additional information or evidence.

4. Resolution: If your claim is approved, we will, at our sole discretion, issue a refund to your original method of payment or offer a store credit or replacement. Refunds will be processed within [e.g., 5-10] business days of approval.

6. Changes to This Policy

ICP reserves the right to modify this Strict Refund Policy at any time. Any changes will be effective immediately upon posting on our website. Your continued use of our website and services after such changes constitutes your acceptance of the updated policy.

5353 North 16th St STE 315 

Phoenix, AZ 85016

Info@internationalchefspantry.com

[Your Customer Service Phone Number]

ICPPremiumSelections.com

What to include in the Refund Policy

Generally speaking, a Refund Policy often addresses these types of issues: the timeframe for asking for a refund; will the refund be full or partial; under which conditions will the customer receive a refund; and much, much more.