Return and Exchange Policy

✅ Modoo Food Ltd – Return & Refund Policy

1) General Policy

At Modoo Food Ltd, we are committed to supplying high-quality beverage ingredients and packaging products.
To protect all customers and ensure food safety compliance, we follow strict return and refund guidelines.

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2) Food Products – No Returns (Food Safety)

Due to food safety and hygiene regulations, we do not accept returns or exchanges on any food or consumable products once they have been delivered, including but not limited to:
• Syrups / Flavoured syrups
• Fruit jam / fruit puree / fruit concentrate
• Powders (beverage powder, matcha, cocoa, snow ice powder, etc.)
• Tea leaves / coffee / toppings
• Jelly / popping boba / pearls / canned items
• Any chilled or frozen items (if applicable)

Once food products leave our warehouse, we cannot guarantee storage conditions, handling, or contamination risks.

✅ Therefore: All food product sales are final.

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3) Non-Food Items (Packaging) Return Conditions

For non-food items such as:
• Cups / lids / straws
• Sealing film
• Paper bags / packaging items
• Accessories & tools (non-food-contact consumables)

Returns may be accepted only if all conditions are met:
1. Items are unused, unopened, and in original packaging
2. Return request is submitted within 7 days of delivery
3. Items are in resalable condition
4. Customer provides the order number / invoice number

📌 Please note: Return approval is required before sending anything back.

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4) Incorrect / Damaged / Missing Items

If you receive an order that is incorrect, damaged, or missing items, please notify us within:

✅ 48 hours of delivery

Please provide:
• Photos/videos of the product and packaging
• Batch number (if applicable)
• Invoice/order number

We will assess the issue and may offer:
• Replacement
• Credit note
• Refund (if appropriate)

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5) Change of Mind

We do not accept returns or refunds due to “change of mind”, including:
• Ordering the wrong item
• Ordering too much stock
• Customer no longer needs the product
• Customer preference/taste differences

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6) Refund Method

Approved refunds (if applicable) will be processed as:
• Refund to original payment method, or
• Store credit / credit note (at our discretion)

Refunds typically take 3–7 business days to appear depending on your bank/payment provider.

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7) Return Shipping

If a return is approved, the customer is responsible for all return shipping costs unless the return is due to our error (wrong item supplied, damaged during delivery, etc.).

We recommend using a tracked courier service, as we are not responsible for items lost during return transit.

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8) Contact Us

If you have any questions about this policy, please contact:

📧 Email: info@modoo.co.nz
📞 Phone: 02040340696
🏢 Modoo Food Ltd