At Lucky’s Cold Storage, we prioritize customer satisfaction and strive to provide high-quality products. However, if you are not completely satisfied with your purchase, we are here to help. Please read our Refund and Returns Policy to understand how we handle returns, refunds, and exchanges.

Eligibility for Returns

You may request a return or exchange under the following conditions:

• Damaged or Defective Products: If the product received is damaged, defective, or spoilt, you are eligible for a return or replacement.
• Incorrect Product: If you receive an item different from what you ordered, you may request a return or exchange.
• Return Timeframe: All returns must be initiated within 24 hours of receiving the product due to the perishable nature of the goods.

Non-Returnable Items

Certain items are non-returnable due to hygiene and safety concerns:

• Frozen food that has been tampered with or improperly stored.
• Products that have been partially consumed.

How to Initiate a Return

To initiate a return, follow these steps:

1. Contact Us: Call or email our customer support team within 24 hours of receiving the product. Provide your order details, a description of the issue, and, if possible, a photo of the product.
2. Review & Approval: Our team will review your request. Once approved, we will arrange a pickup for the return or guide you on how to return the product.
3. Return Pickup: If approved, our delivery partner will collect the product from your location.

Refunds

Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and the amount will be credited back to your original method of payment within 5-7 business days.

Exchanges

If you wish to exchange a product, we will process the exchange for a similar or same-value item once we receive the original product in good condition.

Cancellation Policy

• Orders can be canceled if the cancellation request is made before the product has been dispatched.
• If the order has already been dispatched, it cannot be canceled.

We aim to resolve all issues in a timely and professional manner. Thank you for choosing Lucky’s Cold Storage!