Unfortunately, because the commodity is food, we are unable to accept returns of any kind. Once a product leaves our facility, the sale is final. This applies to ALL products including but not limited to Bulk Items, Bottled Items, Jarred Items, Bagged Items and more.
In extreme and/or rare situations where we wrongfully sent the product to you OR the product was damaged during delivery, the following protocols must be followed.
If sufficient evidence is submitted showing we clearly sent you product that you did not request, or order, you must alert us to this fact within 48 hours of receiving the Invoice. If the order is still in transit, we will try and reverse the package before it arrives at your destination. If the order has already arrived, we will typically request that your dispose of the product and we will apply a full credit to your account.
If product is damaged during transit, you MUST alert the shipping company AT TIME OF DELIVERY and then immediately alert us of the damage. If damaged product is not reported to the freight carrier at time of delivery AND no damage notes are written on the delivery paperwork, then there is no way for us to file a claim and recover the cost of the goods damaged. Therefore, we are unable to accept the damage request and begin the process of applying a credit to your account.
There are sometimes unique and rare circumstances where UPS may deliver a package and the damage is not visible until they leave and you open the box. In those cases, as long as we are notified of the damage and images are submitted within 24 hours of delivery, we can still file claims with UPS. However, this is NOT an option with FREIGHT SHIPMENTS. Freight carriers require damage to be reported and noted on paperwork AT TIME OF DELIVERY in order for claims to be filed.
Lastly, if delivery was arranged by the customer, whether freight or UPS and damage occurs; we cannot assist with any refunds or credits. It would be solely the responsibility of the customer to file a claim with their carrier and get compensation back from them.
If you have any questions regarding any of these policies or protocols, please feel free to email us at firstname.lastname@example.org
Kensington Food Company
3437 D Street, Unit 110, Philadelphia, PA 19134
Copyright © 2020 Kensington Food Co. - All Rights Reserved.