Welcome to Foodex Egypt’s comprehensive Return Policy for our premium frozen fruits and vegetables, including our signature frozen strawberries, mangoes, and a variety of other frozen vegetables. At Foodex Egypt, customer satisfaction is our top priority. We understand that shopping for frozen produce online comes with unique considerations like quality preservation during transit and the perishable nature of these items. This policy outlines everything you need to know about returns, refunds, exchanges, and our commitment to delivering only the freshest, highest-quality frozen products. Whether you’re a home cook stocking up on frozen strawberries for smoothies, mango chunks for desserts, or mixed frozen vegetables for family meals, we’ve designed this policy to ensure a hassle-free experience.
Our frozen products are carefully sourced from trusted Egyptian farms, flash-frozen at peak ripeness to lock in flavor, nutrients, and texture, and packaged with state-of-the-art technology to maintain quality from farm to freezer. However, we recognize that issues can arise—such as delivery delays affecting thawing, packaging damage, or products not meeting your expectations. This detailed return policy covers all scenarios, helping you shop with confidence. By placing an order with us, you agree to the terms outlined here.
Eligibility for Returns
All returns must meet specific eligibility criteria to ensure fairness and food safety compliance. We accept returns within 14 days from the date of delivery for the following reasons:
Damaged or Defective Products: If your frozen strawberries arrive thawed, mushy, or with freezer burn; mango pieces are discolored or stuck together; or frozen vegetables show signs of spoilage like off-odors, ice crystals indicating improper storage, or broken bags.
Incorrect Item Shipped: You received mango instead of strawberries, or a different vegetable mix than ordered (e.g., peas instead of broccoli florets).
Quality Not as Described: Products don’t match the vibrant color, size, or freshness shown in product images—such as dull frozen strawberries lacking the bright red hue or mango chunks that are overly fibrous.
Short Quantity: Less than the ordered amount, verified by weight (e.g., 400g bag arrives with only 350g of frozen vegetables).
Non-Returnable Items include:
Products that have been thawed, cooked, or consumed—even partially.
Opened bags where resealing isn’t possible without compromising hygiene.
Custom orders or bulk purchases exceeding 10kg without prior approval.
Items damaged due to customer mishandling, like improper storage post-delivery.
To qualify, the product must be returned in its original, unopened packaging with all labels intact. Frozen items must remain frozen during return shipping (we provide guidelines below). We reserve the right to inspect returned goods for eligibility.
Return Process Step-by-Step
Initiating a return is simple and straightforward. Follow these steps to get your refund or replacement quickly:
Contact Our Support Team: Within 14 days of delivery, email support@foodexeg.com or use our website’s live chat. Provide your order number, product details (e.g., “Frozen Strawberries 500g – thawed on arrival”), photos of the issue, and delivery date. Our team responds within 24 hours.
Receive Return Instructions: We’ll issue a Return Merchandise Authorization (RMA) number and pre-paid shipping label if applicable. For frozen goods, we’ll advise on insulated packaging (see Shipping Frozen Returns section).
Pack Securely: Place items in a cooler bag with ice packs or dry ice. Include the RMA slip inside. Do not use regular boxes—freezing protects quality.
Ship Back: Drop off at any designated courier (e.g., Aramex or Egypt Post partners). Returns must arrive frozen; we cover shipping for eligible cases.
Inspection and Resolution: Upon receipt (typically 3-5 business days), we inspect within 48 hours. Eligible returns trigger refunds or exchanges.
Processing time: Refunds issued within 5-7 business days to your original payment method. Exchanges ship same-day if stock available.
For bulk orders or wholesale clients, contact our B2B team at wholesale@foodexeg.com for expedited processes.
Refunds, Exchanges, and Cancellations
We offer flexible resolution options tailored to your needs:
Full Refunds: 100% of the product price (excluding shipping) for verified issues. Original shipping fees are non-refundable unless the error was ours.
Exchanges: Same product replacement at no extra cost, shipped frozen. Ideal for quality mismatches, like exchanging pale frozen mango for vibrant chunks.
Partial Refunds: For partial issues (e.g., one bag thawed in a multi-pack of frozen vegetables), prorated based on quantity/weight.
Store Credit: As an alternative, receive credit equal to purchase value plus bonus 10% for future orders—perfect for loyal customers.
Refund Timeline:
| Resolution Type | Processing Time | Funds Available |
|---|---|---|
| Full Refund | 5-7 business days | 1-3 days after processing |
| Exchange | Same day if in stock | N/A |
| Partial Refund | 3-5 business days | Immediate |
| Store Credit | Instant | Immediate |
Cancellations before shipping: Full refund within 2 hours of order placement via account dashboard. Post-shipment cancellations treated as returns.
Shipping fees for returns: Free for our errors (wrong item, damage); customer-paid otherwise, reimbursable upon inspection.
Shipping Frozen Returns – Essential Guidelines
Frozen strawberries, mangoes, and vegetables require special handling to prevent spoilage during transit. Improper packing leads to rejection:
Use Insulated Packaging: Styrofoam cooler boxes with at least 2-3 gel ice packs per kg. Dry ice preferred for longer distances (available at select pharmacies).
Layering Technique: Bottom: Ice packs; Middle: Sealed products upright; Top: More ice packs. Wrap in bubble wrap to prevent crushing.
Label Clearly: Mark “PERISHABLE – KEEP FROZEN” with RMA number visible.
Courier Selection: Use express frozen shipping services. In Egypt, partners include FeedEx or DHL Cold Chain.
Summer months (June-August): Add extra insulation; we extend return window to 21 days.
Non-compliance (e.g., melted returns) voids eligibility—food safety first.
Quality Assurance and Product Standards
Foodex Egypt sources only premium Egyptian-grown produce:
Frozen Strawberries: El-Qantara variety, hand-picked ripe, IQF (Individual Quick Frozen) at -35°C, whole or sliced, no additives.
Frozen Mango: Alphonso and Keitt hybrids, diced or pureed, frozen within 2 hours of harvest for tropical flavor retention.
Other Frozen Vegetables: Peas, corn, broccoli, spinach, okra—blanched, flash-frozen, free from preservatives.
We comply with Egyptian Food Safety Authority (EFSA) and HACCP standards. Each batch undergoes microbial testing. Issues? Our quality team investigates for continuous improvement.
Common Scenarios and Resolutions
Scenario 1: Delivery Delay Thaw
Customer receives thawed strawberries. Resolution: Full refund + complimentary replacement.
Scenario 2: Freezer Burn on Mango
White patches from storage. Resolution: Exchange for fresh batch.
Scenario 3: Vegetable Mix Wrong
Broccoli instead of mixed veggies. Resolution: Correct item shipped same-day.
Scenario 4: Partial Melt in Multi-Pack
Two of four vegetable bags affected. Resolution: 50% refund or credit.
Real Customer Story: “My frozen mango arrived slightly soft due to heatwave delay. Foodex exchanged it overnight—better than fresh market!” – Ahmed K., Cairo.
Contact Us and Support
Questions? Reach us anytime:
Email: support@foodexeg.com
Phone: +201200578006 (9 AM-6 PM EET)
WhatsApp: +201200578006