When a return or replacement may be considered

• You received a product different from the confirmed order.
• The sealed product arrived materially damaged in transit.
• There is a verified manufacturing or packing issue attributable to SAMEZ.

Reporting time

Please report an incorrect, damaged or suspected defective delivery within 48 hours of receipt, with the invoice/order details and clear photographs or video of the outer packaging and product where relevant.

For bulk shipments, report visible shortage or transit damage as soon as reasonably possible after receipt.

Items generally not eligible for return

• Opened, used, partially consumed or tampered food products.
• Products damaged due to improper storage, handling or transport after delivery.
• Products that have been repacked, relabelled, mixed, processed or altered by the customer or a third party.
• Custom-manufactured, private-label, OEM or made-to-order goods that meet the confirmed specification.
• Natural differences in colour, aroma, texture or appearance that are normal for the ingredient or process.

Assessment and resolution

SAMEZ may request photographs, batch information, storage details or other information needed to assess the issue. Depending on the verified circumstances, the resolution may be replacement, credit note, partial adjustment or refund.

Do not return food products without first receiving return instructions from SAMEZ.

Repacked products

If a customer repacks a product into another pouch, jar, sachet or retail pack, the packaging material, sealing conditions, hygiene, storage and post-repacking shelf life are outside the original sealed supply conditions and should be independently validated by the repacker.