Refund policy

Return & Refund Policy

We want you to be satisfied with your purchase from Guang Xiang Food.

Due to the nature of frozen food products, we generally do not accept returns or exchanges for change of mind once products have been delivered or collected.

If there is an issue with your order, please contact us within 24 hours of receiving your order.

To be eligible for a refund or replacement, please provide:

  • Your order number or proof of purchase
  • Photos of the product and packaging
  • A brief description of the issue

To start a claim, please contact us at jian.huang.jay@gmail.com.

If your claim is approved, we will provide instructions on the next steps. Please do not return any products without contacting us first, as returned food products cannot be accepted unless specifically requested.

Damages and issues

Please inspect your order immediately upon delivery or collection.

If your order is:

  • Damaged during delivery
  • Incorrect
  • Missing items
  • Unsafe for consumption

please contact us within 24 hours at jian.huang.jay@gmail.com so we can investigate the issue and make it right.

Depending on the circumstances, we may offer:

  • A replacement product
  • Store credit
  • A full or partial refund

Exceptions / non-returnable items

Due to food safety regulations, we cannot accept returns for:

  • Frozen food products
  • Perishable goods
  • Products that have been opened
  • Products that have been improperly stored after delivery or collection
  • Sale items
  • Gift cards

If you have any questions about your order, please contact us before purchasing.

Exchanges

As frozen food cannot be returned for food safety reasons, we do not offer direct exchanges.

If we have made an error with your order, we will arrange a replacement where appropriate.

Delivery Responsibility

Please ensure someone is available to receive your order at the scheduled delivery time.

Frozen products should be placed into a freezer immediately after delivery.

We are not responsible for product quality if:

  • The delivery address provided is incorrect.
  • The customer is unavailable to receive the order.
  • Products are left unattended after delivery.

European Union 14-day cooling off period

If merchandise is shipped into the European Union, customers have the right to cancel or return their order within 14 days in accordance with applicable consumer protection laws.

However, this right does not apply to perishable goods, including frozen food products, where permitted by applicable law.

Refunds

We will notify you once we have reviewed your claim.

If your refund is approved, it will be processed to your original payment method within 5–10 business days.

Please note that your bank or credit card provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at jian.huang.jay@gmail.com.