Refund and Returns Policy

Effective Date: May 12, 2026

Business Name: The Food Plug
Website: thefoodplug.ca
Business Address: Unit 136, 15277 Castledowns Road NW, Edmonton, Canada
Email: support@thefoodplug.ca, thefoodpluginc@gmail.com
Phone: +1 (587) 936-5974

1. Overview

At The Food Plug, customer satisfaction is important to us. Because we sell grocery and food products, especially fresh and perishable items, our return and refund process is limited to ensure food safety and product quality.

Please review this policy carefully before placing an order.

2. Eligible Refund and Return Cases

You may be eligible for a refund, replacement, or store credit if:

You received the wrong item
Your order arrived damaged
Items were missing from your order
Perishable items arrived spoiled or in poor condition
Packaged products were expired upon delivery
Your order was cancelled by us after payment was completed
There was a verified issue with product quality

All claims are subject to review and approval.

3. Non-Returnable Items

For health, hygiene, and food safety reasons, we generally do not accept returns for:

Fresh produce
Frozen foods
Meat, seafood, and poultry
Dairy products
Opened packaged food items
Prepared meals
Perishable grocery products
Items damaged after delivery due to customer handling

These items may still qualify for a refund if there is a verified issue at the time of delivery.

4. Timeframe for Reporting Issues

Customers must report any issue within 24 hours of delivery.

To request a refund or replacement, please contact:

Email: support@thefoodplug.ca
Phone: +1 (587) 936-5974

Late claims may not be eligible for review.

5. Proof Required

To help us process your request quickly, we may ask for:

Your order number
Description of the issue
Clear photos of damaged, incorrect, or expired items
Delivery details

Failure to provide sufficient information may delay or prevent approval.

6. Refund Process

Once your request is reviewed and approved, we may offer:

Full refund
Partial refund
Replacement item
Store credit for future purchases

Refunds are issued to the original payment method where possible.

Processing times may vary depending on your payment provider or bank.

7. Order Cancellations

Orders may only be cancelled before preparation or dispatch begins.

Once your order has been packed, prepared, or sent for delivery, cancellation may no longer be possible.

If cancellation is approved, your refund will be processed accordingly.

8. Delivery Issues

We are not responsible for refunds caused by:

Incorrect delivery address provided by the customer
Recipient unavailable at delivery time
Delays caused by weather, traffic, or courier issues beyond our control
Spoilage caused by unattended deliveries where delivery instructions were followed