Return Policy

Em Chicken Express Pty Ltd, we are committed to delivering high-quality frozen poultry products that meet international safety and quality standards. Due to the nature of frozen and perishable goods, our return and refund policy is subject to specific conditions outlined below.

1. General Policy on Frozen & Perishable Goods

All products sold on chickenexpressptyltd.com are classified as perishable frozen food items. For food safety, hygiene, and regulatory reasons:

  • Returns are not accepted once products have been shipped and delivered, except in cases of verified defects, damage, or order errors attributable to us.
  • We do not accept returns based on change of mind, storage issues after delivery, or delays caused by customs, port authorities, or third-party logistics providers.

2. Eligible Cases for Refund or Replacement

You may be eligible for a refund or replacement only if one of the following applies:

  • Products were damaged during transit
  • Products arrived spoiled or thawed due to packaging failure
  • Incorrect products were delivered (wrong item, quantity, or specification)
  • Products do not meet the agreed contractual or invoice specifications

All claims are subject to verification.

3. Reporting a Claim

To qualify for a refund or replacement, you must:

  • Notify us within 24 hours of delivery
  • Provide clear photographic and/or video evidence showing:
    • Product condition
    • Embalagem
    • Shipping labels
    • Temperature indicators (if applicable)
  • Include your order number, invoice number, and delivery details

Claims submitted after 24 hours of delivery may not be honored.

4. Inspection & Verification

Once a claim is received:

  • Our quality assurance and logistics team will review the evidence
  • We may request additional documentation or third-party inspection reports
  • Approval or rejection will be communicated within 5–10 business days

Chicken Express Pty Ltd reserves the right to determine whether a refund, partial refund, or replacement is appropriate.

5. Refund Method & Processing Time

If a refund is approved:

  • Refunds are issued via the original payment method
  • Processing time is typically 7–14 business days, depending on banks and payment providers
  • Any bank charges, transfer fees, or currency conversion costs are non-refundable

6. Non-Refundable Situations

Refunds or returns will not be issued in the following cases:

  • Improper storage or handling after delivery
  • Customer-provided incorrect shipping details
  • Delays caused by customs clearance, inspections, or port congestion
  • Force majeure events (including but not limited to strikes, weather conditions, or regulatory actions)
  • Partial thawing within acceptable temperature tolerance limits for frozen transport

7. Bulk & Wholesale Orders

All bulk, wholesale, and container-load orders are considered final sale once shipped. Any disputes are governed strictly by the terms stated in the sales contract, invoice, and shipping documents.

8. Cancellations

  • Orders may be canceled only before production, packaging, or shipment
  • Once an order has entered processing or has been shipped, cancellation is no longer possible

9. Contact Information

For return or refund inquiries, please contact us at:

Email: info@chickenexpressptyltd.com
Website: https://chickenexpressptyltd.com

Please include all relevant order details to ensure prompt assistance.

10. Policy Updates

Chicken Express Pty Ltd reserves the right to amend or update this Return & Refund Policy at any time without prior notice. The version published on our website shall always prevail.