Returns & Refunds Policy

SabaiFresh™ — powered by Tindahan Global Distribution Co., Ltd. (Hong Kong)

1) What this policy covers

  • Perishables (fresh fruits/veg, chilled items): strict quality-on-arrival guarantee only.
  • Non-perishables (e.g., merch, tools, packaging accessories): limited change-of-mind returns (unopened) as stated below.
  • This Policy doesn’t limit any statutory rights under Hong Kong law, including implied terms on quality/description under the Sale of Goods Ordinance (Cap. 26) and protection from unfair practices under the Trade Descriptions Ordinance (Cap. 362). eLegislation+2clic.org.hk+2

2) Perishables: Quality-on-Arrival Guarantee (No change-of-mind)

Because fresh produce is time- and temperature-sensitive, we can only consider claims for damage, spoilage, or significant quality deviation at the time you receive the order.

You must notify us within 12 hours of delivery (time-stamped photos required).

  • Send an email to care@sabaifresh.com with:
    1. Your order number, 2) box photos (outside and inside), 3) close-ups of affected items, 4) an overhead photo of all items laid out, 5) delivery label, and 6) video (optional but recommended) when opening.
  • Keep items refrigerated and in original packaging until we confirm next steps.
  • We may collect the items for inspection or request safe disposal instructions.

We typically resolve with one of these remedies (at our discretion):

  • Replacement of the affected item(s) on the next available delivery; or
  • Store credit equal to the affected item(s) value; or
  • Refund to the original payment method for the affected item(s) only.

Not eligible: change-of-mind; minor natural variations in color/shape; damage after delivery (e.g., improper storage or handling); items discarded before we assess; inability to produce required photos; late claims (beyond 12 hours).
Food safety note: Perishables require stringent temperature & time control. Please refrigerate promptly on receipt. Food Safety Department

3) Non-Perishables: Limited returns

For eligible non-perishable goods (clearly labeled on the product page):

  • Change-of-mind window: 7 calendar days from delivery if unused, unopened, and in resalable condition with all tags/packaging.
  • RMA required: Contact care@sabaifresh.com for a Return Merchandise Authorization before sending anything back.
  • Return shipping: Customer pays return shipping; shipping fees are non-refundable.
  • Inspection: We may deduct a restocking fee (up to 15%) for opened/used packaging or missing accessories.
  • Refund method: original payment method (or store credit, if preferred) within 14 days of receipt/approval. (HK guidance generally expects prompt refunds when a refund is due.) consumer.org.hk+1

Not eligible: gift cards/vouchers; freebies; final-sale/clearance; items marked “non-returnable” on the product page.

4) Wrong / missing / damaged items

  • Wrong item sent: Report within 24 hours (photos of label + item). We’ll arrange pickup/replacement or issue credit/refund for the difference.
  • Missing item: Check the packing note first. Report within 24 hours with box photos. We’ll re-ship or credit the missing item.
  • Damaged packaging but product OK: Document and inform us; we’ll record it with our courier but may treat as informational if quality is unaffected.

5) Order changes & cancellations

  • Before dispatch: We’ll honor cancellations or changes where feasible.
  • After dispatch / in transit: Treated as a return (see sections above). Perishables are not cancellable once shipped.

6) Delivery issues (address, access, failed delivery)

  • Wrong/incomplete address, no access/receiver, refused delivery: Risk of spoilage passes once our courier attempts delivery to the provided address/window. Re-delivery or replacement may incur re-delivery fees and item charges (especially for perishables).
  • For buildings requiring delivery booking or permits, please arrange in advance.

7) Bundles, promotions & freebies

  • Returning part of a bundle may reduce the promotional value; we will recalculate based on the items you keep.
  • Freebies tied to purchase must be returned (unopened) with the main item, or their retail value may be deducted from the refund/credit.

8) Fraud, abuse & safety checks

To protect all customers, we may decline claims that show patterns of abuse (e.g., repeated partial-box claims, inconsistent evidence, or conflicting timestamps).
We may require proof of disposal (photos/video) or arrange collection for inspection before approving replacements or refunds.

9) How refunds are issued

  • Priority order of remedies (perishables): replacement → store credit → refund.
  • Refunds go to the original payment method; processing times depend on your bank/payment gateway.
  • Shipping fees are non-refundable except where we shipped the wrong item or the product is confirmed faulty on arrival.

10) Legal & compliance notes (Hong Kong)

  • We support consumers’ statutory rights regarding merchantable quality/fit for purpose and as-described goods (Sale of Goods Ordinance, Cap. 26). eLegislation+1
  • We do not engage in misleading, aggressive or unfair trade practices (Trade Descriptions Ordinance, Cap. 362). eLegislation+2customs.gov.hk+2
  • Exclusion clauses are applied reasonably and in line with the Control of Exemption Clauses Ordinance (Cap. 71)—this Policy is meant to be fair, transparent, and enforceable. eLegislation+1
  • For restricted/high-risk foods sold online (if any), we follow CFS guidance and licensing rules; certain items may carry special handling instructions and may be non-returnable once delivered for safety reasons. Food Safety Department

11) How to file a claim (step-by-step)

  1. Email: care@sabaifresh.com within the time limits above.
  2. Include: order #, issue description, photos/videos as listed, and whether you prefer replacement or store credit (we’ll confirm the remedy).
  3. Hold items in original packaging under refrigeration (perishables) until we respond.
  4. Return (for non-perishables) only after receiving an RMA.
  5. We’ll acknowledge within 1 business day and aim to resolve within 3–5 business days.

12) Contact (Returns & Claims)

SabaiFresh™ – Returns Desk
4/F, World Wide House, Central, Hong Kong
📧 hello@sabaifresh.com• ☎️ +852 6672 3812