Refund and Returns Policy

Refund & Returns Policy

Last updated: August 28, 2025
Applies to: grandfada.com and any Grandfada Distribution sales channels

We want you to love what you ordered. Because we sell food, we follow strict safety rules. Please read this policy before purchasing.

1) Who to Contact

Email: support@grandfada.com
Phone: +1 (561) 300-0089
Returns Address (do not ship without RMA):
4 Princess Alice Way, Harbour View, St. Andrew, Jamaica

Important: Do not send any items back without an RMA (Return Merchandise Authorization). Unauthorized returns may be refused.

2) Return Windows

  • Food items (e.g., Lydia Rice):
    • Unopened, factory-sealed items may be requested for return within 7 days of delivery.
    • Opened food items are final sale and not eligible for return, refund, or exchange (except for verified quality or safety issues—see §4).
  • Non-food merchandise (apparel, accessories, gear):
    • Unused items in original packaging: 30 days from delivery.
  • Wholesale / bulk / pallet / container orders: see §8.

All returns require proof of purchase (order number, receipt, or matching email).

3) Condition Requirements (All Returns)

  • Item must be in the same condition received: unused, sealed (if applicable), with all labels/packaging.
  • Include any freebies/gifts that came with the order.
  • We may assess a restocking fee (up to 10%) for non-food merchandise that is opened/used or missing packaging.

4) Damaged, Defective, or Quality Concerns

If your order arrives damaged, incorrect, or you have a quality/safety concern:

  1. Email support@grandfada.com within 48 hours of delivery.
  2. Include photos/videos of the outer box, shipping label, inner packaging, and the item (close-ups + a wide shot).
  3. Provide lot/batch code and best-by date from the package (for food items).

Quality & food safety notes (rice & shelf-stable foods):

  • Natural variations (e.g., broken grains, color difference) can occur and are not defects.
  • For suspected contamination or pest issues, keep the product sealed, save the packaging, and contact us immediately with evidence as above. We will investigate and make it right per our findings (replacement, refund, or credit).

5) Lost or Missing Packages

  • First, check with household members, neighbors, and your carrier’s delivery photo/updates.
  • If still missing, contact us:
    • Domestic (U.S.): after 7 business days from “delivered” scan.
    • International: after 14 business days from “delivered”/last scan.
      We’ll help file a carrier claim. Outcomes (replacement/refund) depend on the claim result.

6) How to Start a Return (RMA)

Email support@grandfada.com with:

  • Order number, item(s), reason, and photos (if applicable).
  • We’ll confirm eligibility and issue an RMA # plus instructions.
  • If we provide a prepaid label, we may deduct the label cost from your refund unless the return is due to our error.

Packaging: Use original packaging where possible and cushion items well. Items damaged in transit due to poor packaging may reduce or void the refund.

7) Refunds, Exchanges & Processing Times

  • Refund method: original payment method (or store credit on request).
  • Timing: typically 5–10 business days after we receive and inspect the return; bank times may vary.
  • Exchanges: where stock allows, we can exchange like-for-like; otherwise, we’ll refund or issue credit.
  • Non-refundable: original shipping, expedited shipping, duties/taxes, and return shipping (unless the issue is our error).

8) Wholesale, Bulk, Pallet & Container Orders

  • General rule: Once confirmed, bulk/pallet/container orders are non-cancellable and non-returnable.
  • Quality/non-conformity claims: must be reported within 72 hours of delivery (photos, inspection notes, lot codes required).
  • INCOTERMS (e.g., CIF/FOB): risk allocation and inspection rights follow the written sales agreement.
  • Remedies: limited to replacement of non-conforming goods or a price adjustment/credit per contract terms.

9) International Orders

  • Customs duties, taxes, brokerage, and import fees are non-refundable.
  • If a parcel is refused/returned by customs or the recipient due to unpaid fees or address issues, we may refund the product price less shipping and handling after it returns to us in sellable condition (food must remain sealed).

10) Undeliverable, Refused, or Unclaimed Packages

If a package is returned to us as undeliverable, refused, or unclaimed:

  • We can reship at your cost, or
  • Refund the product price less shipping/handling after inspection (if eligible and sellable).

11) Final Sale & Non-Returnable Items

  • Opened food items; perishable goods where applicable
  • Gift cards, digital products, samples
  • Clearance/“final sale” items (as marked)
  • Customized or made-to-order goods
  • Any item returned outside the stated windows

12) Chargebacks & Disputes

Please contact us at support@grandfada.com before filing a dispute—most issues are quickly resolved with a replacement, refund, or credit.

13) Policy Changes & Your Rights

We may update this policy from time to time. The version date is shown at the top. Nothing in this policy limits any mandatory consumer rights available under applicable law.

Short Version (for your footer or product pages)

  • Unopened food: return request within 7 days of delivery. Opened food: final sale.
  • Non-food merch: 30-day returns if unused.
  • Damaged/quality issues: email photos within 48 hours.
  • No returns without RMA. Shipping & duties non-refundable (unless our error).
  • Help: support@grandfada.com | (561) 300-0089