Return & Refund Policy

Mother’s Food (Thailand) Co., Ltd. is committed to product quality, food safety, and customer satisfaction. If you receive a product with an issue, please review the return and refund conditions below.

1. Products Eligible for Claim, Return, or Refund

Customers may contact us to request consideration for a product replacement, return, or refund in the following cases:

• The product received does not match the order.
• The wrong product type, flavor, or quantity was delivered.
• The product was damaged during delivery.
• The packaging is broken, leaking, torn, or otherwise damaged in a way that may affect product quality or safety.
• The product appears abnormal upon receipt, with reasonable grounds to believe that its quality was affected before delivery.
• The product was already expired on the date it was received.

Cases not listed above will be considered individually based on the circumstances.

2. Timeframe for Reporting an Issue

As some of our products are frozen, chilled, or require specific storage conditions, customers are advised to inspect the products immediately upon receipt.

If you discover any issue, please contact us within 24 hours of receiving the product so that we can properly review the product condition and delivery process.

Reports submitted after this period may make it difficult for us to determine the cause of the issue. Mother’s Food (Thailand) Co., Ltd. reserves the right to consider such claims on a case-by-case basis.

3. Evidence Required for a Claim

To help us review and process your claim efficiently, please provide the following information:

• Customer name and order details
• Order Number, if applicable
• Photos of the product received
• Photos of the product packaging
• Photos of the shipping box or delivery packaging
• Photos or videos showing the damage or issue
• Date and time the product was received

We may request additional information where necessary to complete our review.

4. Non-Returnable Products

For food safety and hygiene reasons, products without a quality issue or delivery error cannot generally be returned in the following circumstances:

• The customer changes their mind after receiving the product.
• The customer ordered the wrong item or quantity.
• The product packaging has been opened or the product has been consumed without evidence of a quality issue.
• The product was damaged due to improper storage after delivery.
• Frozen or chilled products were stored at an unsuitable temperature after receipt.
• The damage resulted from improper handling, use, or storage by the customer.
• The product is a customized, made-to-order, or specially designated non-returnable item, where such conditions were communicated before purchase.

This policy does not affect any consumer rights provided under applicable law.

5. Product Replacement

If, after review, we determine that the issue was caused by the product or by an error in order preparation or delivery, Mother’s Food (Thailand) Co., Ltd. may take one of the following actions as appropriate:

• Send a replacement product
• Send the correct or missing product
• Provide store credit or a discount for a future purchase, with the customer’s consent
• Issue a refund for the affected product

The appropriate resolution will depend on the nature of the issue and the circumstances of each case.

6. Refunds

If a refund is approved, Mother’s Food (Thailand) Co., Ltd. will process the refund through a method determined by the company or through the original payment method where possible.

The refund amount will be based on the value of the product approved for refund.

Shipping fees or other related charges may also be refunded where the issue resulted from an error by Mother’s Food (Thailand) Co., Ltd. or the delivery service provider. Such cases will be considered based on the relevant circumstances.

The time required for the refund to appear may vary depending on the payment method, bank, or financial service provider involved.

7. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

An order may only be cancelled if it has not yet entered the preparation, packing, or shipping process.

Once an order has entered the preparation or delivery process, Mother’s Food (Thailand) Co., Ltd. reserves the right to decline the cancellation request, particularly for frozen, chilled, and temperature-controlled products.

8. Unsuccessful Delivery

Customers are responsible for ensuring that the recipient name, delivery address, telephone number, and other shipping information are accurate before confirming the order.

If delivery cannot be completed due to any of the following:

• Incorrect or incomplete delivery address
• The recipient cannot be contacted
• No one is available to receive the product
• The customer refuses delivery for reasons unrelated to an error by Mother’s Food (Thailand) Co., Ltd.

In particular, for temperature-controlled products, Mother’s Food (Thailand) Co., Ltd. reserves the right to determine whether a refund or redelivery is appropriate, based on the product condition and any actual costs incurred.

9. Product Inspection and Claim Review

Mother’s Food (Thailand) Co., Ltd. reserves the right to review all relevant information, supporting evidence, product condition, and related details before approving any replacement, return, or refund.

A claim may be declined if it cannot reasonably be established that the damage or product issue occurred before the product was delivered to the customer, or if the issue resulted from improper storage, handling, or use after delivery.

10. Contact Information

To report an issue with an order or to request a return or refund, please contact:

Mother’s Food (Thailand) Co., Ltd.

582/1 Moo 9, Khlong Kio Subdistrict, Ban Bueng District, Chonburi 20220, Thailand

Email mothersfood2018@gmail.com

Website https://www.mothersfoodthailand.com

Mobile 095 424 6959

Please provide your order number together with relevant details and supporting photos so that our team can review and process your request as efficiently as possible.

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Note: Mother’s Food (Thailand) Co., Ltd. may revise or update this Return & Refund Policy from time to time. The latest version published on the website will apply at the relevant time. All procedures under this policy remain subject to applicable laws and consumer protection rights.