Reporting an Issue

• If there is a serious issue with your product, you must inform us immediately by telephone and provide clear images as proof.
• If the issue occurs outside business hours, please reach out via email or WhatsApp with details and images.
• All complaints must be filed on the same day as delivery or pick-up.

Returning the Product

• Products must be returned on the same day or the latest by the next day.
• The entire product must be returned. Partial returns (e.g., a few remaining pieces from a dozen-box of kebabs) will not be eligible for a refund.
• Do not discard any portion of the product before returning it.

Refund Eligibility

A refund will only be considered if:

✅ The issue is a legitimate error on our part (e.g., wrong item, quality concerns).

❌ Refunds will not be issued for:

• Dropped or mishandled products.
• Improper storage after pickup or delivery.
• Disliking a selected flavor or product.
• Over-ordering beyond your needs.

Refund Processing

• If eligible, refunds will be processed within 3 working days of receiving the returned product.
• Instead of a refund, we may offer store credit of equal value, which can be used for future purchases.

Important Considerations

🚫 Frozen products picked up early (before the day they will be consumed) are not eligible for a refund, regardless of the issue. Improper storage conditions beyond our control can affect product quality.
⚠️ Due to the perishable nature of our products, failure to report an issue immediately and return the product within the specified timeframe will result in ineligibility for a refund.

We appreciate your understanding and cooperation in maintaining the quality standards of Ormara Foods. If you have any concerns, please don’t hesitate to contact us.