Returns, Refunds & Damaged Goods

Food-safety restrictions on returns

Product that has left Icebrook's or the agreed carrier's controlled custody generally cannot be returned to stock, because storage and handling conditions cannot be verified. Claims are therefore normally resolved without a physical return.

Incorrect products

If product supplied does not match the order confirmation, notify Icebrook with the order reference, the product received and photographs of the case and lot markings.

Damaged goods and transit damage

Damage should be recorded on the delivery documentation at the point of delivery, photographed before the carrier departs, and reported within the notification period stated in the order confirmation.

Short shipments

Count discrepancies must be noted on the proof of delivery and reported with the delivery documentation and photographs of the pallet or case configuration as received.

Quality concerns

Quality concerns are investigated on receipt of product identification, lot or batch code, best-before information, storage history and the nature of the concern. Retain the affected product and packaging until the investigation is complete.

Documentation required

• Order or invoice reference
• Product name and format
• Batch or lot identification and best-before information
• Quantity affected
• Photographs of the product, case and pallet as received
• Delivery documentation showing any noted damage or shortage
• Storage conditions since delivery

Resolution

Where a claim is accepted, the remedy may be replacement, credit or refund, determined case by case in line with the applicable supply terms and the destination market. No automatic refund is offered.

Consumer rights

Nothing in this policy limits rights that apply to you under mandatory consumer law in your jurisdiction.