Trade Returns and Claims Policy

Steins Foods supplies products to customers purchasing for resale or business use. This policy applies to trade orders placed through steinsfoods.com.

Change-of-mind returns

We do not accept returns or offer refunds where a trade customer has changed their mind, ordered too much stock or no longer requires a product. Please check your order carefully before placing it.

If you need to amend or cancel an order, contact us as soon as possible at orders@steinsfoods.com. We will do our best to help, but we cannot guarantee changes once an order has been accepted or prepared for dispatch.

Damaged, missing or incorrect items

Please check your delivery as soon as reasonably possible. If an item is damaged, missing or different from what you ordered, email orders@steinsfoods.com, ideally within 48 hours of delivery.

Please include your order number, the affected product and quantity, a description of the issue, and clear photographs where relevant. Keep the product and its packaging until we advise you on the next steps.

Once we have reviewed your claim, we will arrange an appropriate resolution. Depending on the circumstances, this may be a replacement, an account credit or a refund for the affected item.

Faults discovered later

If you discover a fault or other product issue after the initial delivery check, please contact us promptly when you become aware of it. Include your order number, product details, any relevant batch or best-before information, and photographs if available. We will review the circumstances and advise you on the next steps.

The 48-hour reporting request for delivery issues does not remove any rights you have under applicable law.

Returning goods

Please do not send goods back without contacting us first. If a return is needed, we will provide instructions and confirm whether we will arrange collection.

For food safety and traceability, we may ask you to retain an affected product for inspection or to dispose of it in accordance with our instructions. Please do not resell a product that you believe is unsafe or faulty.

Refunds and credits

Where we agree to a refund, we will confirm how and when it will be processed. Refunds will normally be made to the original payment method. An account credit will be issued where agreed with you or where applicable under your account terms.

Nothing in this policy excludes or limits rights or liabilities that cannot lawfully be excluded or limited.