Refund policy

Return, Refund & Cancellation Policy

 

Effective Date: August 4, 2026

 

At Chefs Collection Food & Supply (“Chefs Collection,” “we,” “us,” or “our”), we offer food products and may also offer non-food merchandise related to cooking, dining, gatherings, outdoor activities, and related uses.

Because many of our current products are perishable, refrigerated, frozen, prepared, or made specifically for customer orders, different return and refund rules may apply depending on the type of product purchased.

Please review this Policy carefully before placing an order.

1. Food & Perishable Products — Final Sale

All Food and Perishable Product Sales Are Final

For health, safety, food-handling, and product-integrity reasons, all food and perishable product sales are final except as expressly provided in this Policy or as required by applicable law.

This includes, but is not limited to:

• Perishable foods
• Prepared meals and prepared foods
• Ready-to-eat foods
• Refrigerated products
• Frozen products
• Marinated meats and proteins
• Specialty food products
• Made-to-order or custom-prepared foods
• Seasonal, limited-production, or preorder food items

Once a food or perishable product has been released for delivery, delivered, picked up, made available for pickup, or otherwise transferred from our control, it generally cannot be returned, restocked, or resold.

Change of mind, buyer’s remorse, or personal preference does not qualify a food or perishable product for return or refund.

2. Food Safety

Food safety is a priority at Chefs Collection. For health and safety reasons, we cannot accept physical returns of food products after they have been released to a customer or third-party delivery provider.

We reserve the right to decline any return, refund, credit, or replacement request where accepting a returned product or granting the requested remedy would be inconsistent with food-safety requirements, product integrity, or applicable law.

Nothing in this Policy limits any rights or remedies that cannot legally be waived.

3. Damaged, Incorrect, Missing, or Compromised Orders

If an order is damaged, contains an incorrect or missing item, or appears materially compromised in quality or safety at the time of delivery or pickup, please contact us promptly.

24-Hour Claim Period

To be eligible for review, you must:

• Contact us within 24 hours after delivery or pickup completion
• Provide your order number
• Clearly describe the problem
• Provide clear photographs and/or videos showing the condition of the affected product at or near the time of receipt
• Keep the affected product, packaging, labels, delivery bags, and any temperature-control materials until our review is complete, unless keeping the product would create a safety concern

Claims may be submitted through our website Contact/Support form or by email at support@chefscollectionfood.com.

Suggested subject line: Order Issue – Order #[Order Number]

Possible Resolutions

After reviewing the circumstances, we may provide one or more of the following, as appropriate:

• Replacement of the affected item
• Store credit
• Partial refund
• Full refund of the affected item
• Another reasonable resolution agreed upon by Chefs Collection and the customer

Submitting a claim does not automatically guarantee a refund, replacement, or store credit. The appropriate resolution will depend on the specific facts of the order and issue.

4. Temperature-Sensitive Products

Certain refrigerated or frozen products may soften or partially thaw during local delivery while remaining within an acceptable condition for transport and handling.

A frozen product that has softened or partially thawed but remains properly cold is not automatically considered damaged or defective.

If you believe a temperature-sensitive product was unsafe or materially compromised when received, do not consume it and contact us within the 24-hour claim period described above.

We may request photographs, videos, packaging information, temperature information, delivery information, or other reasonable documentation necessary to evaluate the claim.

5. Taste, Spice Level, Texture & Personal Preference

Taste and food preferences are subjective.

Unless otherwise required by law, refunds, replacements, or store credits will generally not be issued solely because of:

• Personal taste preferences
• Spice-level preferences
• Texture preferences
• Personal opinions regarding flavor or preparation
• Change of mind
• Buyer’s remorse

Customers are responsible for reviewing product descriptions, ingredients, allergen information, preparation information, and other available product information before ordering.

Food allergies, dietary restrictions, or ingredient sensitivities that were not disclosed before purchase and specifically confirmed by us in writing generally do not qualify for a refund.

6. Delivery & Pickup Responsibilities

Customers are responsible for:

• Providing accurate contact information
• Providing accurate delivery or pickup information
• Selecting the correct delivery or pickup option
• Being available during the applicable delivery or pickup window
• Promptly and properly refrigerating, freezing, storing, reheating, or otherwise handling food after receipt

If a customer requests unattended delivery, or no one is available to receive an order during the scheduled delivery window and the order is left at the designated location, the order may be considered successfully delivered.

Once an order has been delivered, picked up, or left unattended as authorized or reasonably required under the delivery arrangement, responsibility for proper storage and handling transfers to the customer.

Chefs Collection is generally not responsible for deterioration, thawing, spoilage, contamination, or other problems caused after delivery or pickup by:

• Missed delivery
• Late pickup
• Unattended delivery
• Delayed refrigeration or freezing
• Improper storage
• Improper reheating
• Improper handling
• Other circumstances outside our reasonable control

7. Items and Circumstances Generally Not Eligible for Refund

Unless otherwise required by law or expressly approved by Chefs Collection, refunds, credits, or replacements generally will not be provided for:

• Change of mind or buyer’s remorse
• Accidental orders reported after the applicable cancellation-request period
• Taste, spice-level, or texture preferences
• Failure to be available for delivery or pickup
• Late pickup
• Unattended delivery
• Improper storage or handling after receipt
• Claims submitted more than 24 hours after delivery or pickup
• Unauthorized returns
• Refused deliveries without prior approval
• Incorrect contact, delivery, or pickup information supplied by the customer
• Failure to review product descriptions or disclosed product restrictions before ordering
• Other circumstances outside our reasonable control

8. Non-Food Merchandise

Chefs Collection may now or in the future offer non-food merchandise, including cookware, cooking utensils, kitchen accessories, serving products, dining accessories, outdoor cooking products, camping or gathering equipment, party-related products, and other non-perishable merchandise.

Certain non-food merchandise may be eligible for return, depending on the product.

Return eligibility and applicable conditions may be identified through the product page, checkout disclosures, Shopify return rules, or other terms presented at the time of purchase.

Applicable conditions may include:

• Return-request period
• Required product condition
• Original packaging requirements
• Proof-of-purchase requirements
• Whether opened or used merchandise is eligible
• Return shipping responsibility
• Restocking or other disclosed fees
• Exchange eligibility
• Final-sale restrictions

Product-Specific Rules Control

Where a specific product or collection is subject to return conditions disclosed at the time of purchase, those product-specific conditions will apply to that purchase in addition to this Policy.

The applicable return terms are generally the terms disclosed and in effect for the product at the time the order was placed.

The availability of returns for one non-food product does not mean that other products are returnable.

Food and perishable products remain subject to the final-sale provisions of this Policy regardless of return rules applicable to eligible non-food merchandise.

9. Cancellation Requests

Cancellation Request Window — Within 1 Hour

Customers may submit a cancellation request for an eligible order within one (1) hour after the original order placement time.

The one-hour period begins when the order is successfully placed and confirmed in our system.

A cancellation request may be submitted through an eligible Shopify Customer Account where available, through our website Contact/Support form, or by contacting us at support@chefscollectionfood.com.

Submitting a cancellation request does not automatically cancel the order and does not guarantee that the request will be approved.

All cancellation requests are subject to review and approval by Chefs Collection.

An order is considered cancelled only after Chefs Collection approves and processes the cancellation.

When a Cancellation Request May Be Declined

Because many of our products require advance preparation, ingredient allocation, inventory allocation, packaging, staffing, or delivery/pickup scheduling, we may be unable to approve a cancellation request even when it is submitted within the one-hour request period if fulfillment activities have already materially begun.

We reserve the right to approve or decline a cancellation request based on the status and circumstances of the order.

Requests Submitted After One Hour

After the one-hour cancellation-request period has expired, orders are generally considered final and are ordinarily not eligible for cancellation or modification.

Customers may still contact us regarding exceptional circumstances, but any cancellation approved after the normal cancellation-request period is granted at our discretion and does not create a right to similar treatment for future orders.

Possible discretionary circumstances may include:

• Duplicate orders
• Obvious ordering errors
• Promptly reported address or contact errors
• Website or technical errors
• Other circumstances we determine warrant an exception

10. Customer-Initiated Cancellations — Refund Options

If a customer-initiated cancellation request is approved, the customer may be offered the following refund options, subject to payment-method and Shopify functionality.

Option A — Refund to Original Payment Method

The eligible cancellation amount may be refunded to the original payment method, less a 3% cancellation/payment-processing fee.

The 3% fee is intended to offset payment-processing and transaction costs associated with a customer-initiated cancellation and will apply only where disclosed and permitted by applicable law.

Option B — Shopify Store Credit

Where available, the customer may instead choose to receive 100% of the eligible cancellation amount as Shopify Store Credit, with no 3% cancellation/payment-processing fee deducted.

Store Credit:

• Is not cash
• Is not redeemable for cash except where required by law
• May be used toward eligible future purchases from Chefs Collection
• Is subject to any applicable Shopify or Chefs Collection Store Credit terms

Once a refund method has been processed, we may be unable to change the selected refund method.

Cancellation Status vs. Refund Amount

The cancellation of an order and the amount or method of refund are separate processes.

An order shown as “Cancelled” in Shopify or in a customer account does not necessarily mean that 100% of the original payment will be returned to the original payment method.

For an approved customer-initiated cancellation, the refund amount and refund method will be determined according to this Policy and any applicable payment or Store Credit terms.

11. Cancellations Caused by Chefs Collection

The 3% cancellation/payment-processing fee described above applies only to qualifying customer-initiated cancellations.

If Chefs Collection cancels an order because we are unable to fulfill it due to circumstances attributable to us, such as:

• Product unavailability
• Inventory error
• Fulfillment error
• An error caused by our website or ordering system for which we are responsible
• Another merchant-caused inability to fulfill the order

the customer will not be charged the 3% cancellation/payment-processing fee.

In such cases, the eligible amount will generally be refunded in full to the original payment method, unless the customer voluntarily agrees to another resolution such as Store Credit or substitution.

12. Order Changes

Requests to change an order are not guaranteed.

This includes requests to change:

• Products
• Quantities
• Spice levels or product options
• Delivery dates
• Pickup dates or times
• Delivery addresses
• Delivery/pickup methods

We may decline a requested change if preparation, inventory allocation, packaging, scheduling, or fulfillment has already begun.

A request to modify an order does not extend the applicable cancellation-request period.

13. Preorders, Custom Orders, Seasonal Products & Limited-Time Offers

Preorders, custom-prepared products, holiday packages, seasonal items, catering-related products, limited-production products, promotional bundles, and other special products may have separate:

• Cancellation deadlines
• Deposit requirements
• Refund conditions
• Final-sale conditions
• Modification deadlines

Any special terms disclosed on the applicable product page, offer, order form, or checkout at the time of purchase will apply to that product.

Where a special product-specific rule conflicts with a general provision of this Policy, the specifically disclosed rule applicable to that product will control to the extent permitted by law.

14. Gift Cards

A request to cancel or refund the purchase of a Gift Card itself is subject to the applicable cancellation-request rules in this Policy and our Gift Card Terms. Electronic issuance or delivery of a Gift Card does not by itself eliminate an otherwise applicable cancellation-request window. However, once any portion of a Gift Card has been redeemed or used, the Gift Card is considered used and is no longer eligible for voluntary customer-initiated cancellation or refund of its remaining balance, except where required by applicable law.

For an eligible customer-initiated cancellation of an unused Gift Card purchase, the refund options in Section 10 apply: where permitted and supported, the customer may choose a refund of the eligible cancellation amount to the original payment method, less the applicable 3% cancellation/payment-processing fee, or 100% of the eligible cancellation amount as Shopify Store Credit with no 3% cancellation/payment-processing fee. The 3% fee does not apply to merchant-caused cancellations.
If merchandise or another product paid for using a Gift Card or Store Credit separately qualifies for a refund, the applicable refund may be returned to the original Gift Card, Store Credit balance, or another legally permitted method, depending on the original transaction, Shopify functionality, this Policy, and applicable law.

Gift Cards are not generally redeemable for cash except where required by applicable law. Nothing in this section limits any mandatory Gift Card, cash-redemption, refund, or consumer right under applicable law.

15. Store Credit

Store Credit issued as a refund, customer-service resolution, promotional accommodation, or cancellation-refund option:

• Has no cash value except where required by law
• Cannot generally be transferred or redeemed for cash
• May be used toward eligible future purchases
• May be subject to reasonable account, fraud-prevention, or platform restrictions
• Is subject to applicable law and any terms disclosed when the Store Credit is issued

Where a specific expiration period applies, it will be disclosed when the Store Credit is issued. We will not impose an expiration period where prohibited by applicable law.

16. Refund Processing

Approved refunds to an original payment method are submitted by Chefs Collection to the applicable payment processor.

After we submit a refund, the time required for the refund to appear in the customer’s account depends on the bank, card issuer, payment provider, and payment method.

Chefs Collection does not control financial institutions’ refund-posting times.

Customers will generally receive confirmation when an applicable cancellation or refund has been processed.

17. Goodwill & Discretionary Resolutions

From time to time, Chefs Collection may provide a refund, replacement, Store Credit, order adjustment, or other accommodation as a customer-service gesture even when it is not otherwise required under this Policy.

Providing such an accommodation in one instance:

• Does not modify this Policy
• Does not waive our right to apply this Policy in another case
• Does not create a right to the same accommodation for future orders

18. Applicable Law

This Policy is intended to operate subject to applicable federal, state, and local law.

Nothing in this Policy is intended to waive, restrict, or eliminate any consumer right or remedy that cannot legally be waived.

If any provision of this Policy conflicts with applicable law, the applicable law will control to the extent of the conflict, and the remaining provisions will continue to apply.

19. Contact Us

Questions, cancellation requests, and eligible order-issue claims may be submitted through our website Contact/Support form or by contacting:

Chefs Collection Food
Email: support@chefscollectionfood.com
Website: chefscollectionfood.com

Please include your order number and sufficient information for us to identify and review the order.