Heat & Eat
Return and Exchange Policy
100% natural meat
Keep frozen
# Return and Exchange Policy
Due to the nature of *Heat & Eat* frozen food products, and the need to keep them at suitable temperatures to ensure their safety and quality, the products are subject to a special return and exchange policy.
## First: Returns
*Food products cannot be returned after they have been received, except if the product arrives damaged.*
If you receive a damaged product, you must:
1. Inspect the product immediately upon receiving the order.
2. Take clear photos of the product and packaging *immediately upon receipt* showing the damage.
3. Contact *Heat & Eat* and send the return request and the product photos.
4. Keep the product in the appropriate manner according to the customer service team's instructions until the request is reviewed.
The request and photos will be reviewed to verify the product condition before approving the return.
A return request will not be accepted if the damage resulted from improper storage or handling of the product after receipt.
## Second: Exchange if the Wrong Product Arrives
If you receive a product different from the product you ordered, you may submit a request to exchange it for the correct product.
To accept an exchange request, the following conditions apply:
* The exchange request must be submitted within *24 hours from the time the order is received*.
* The product received must be photographed *immediately upon arrival* and the photos must be sent to the customer service team.
* The product must not be opened or used.
* The product must be placed in the *freezer immediately upon receipt* and kept frozen and in its original condition.
* The product must remain frozen until the *Heat & Eat* representative arrives to collect it and replace it with the correct product.
## Third: Cases Not Covered by Returns or Exchanges
Return or exchange requests cannot be accepted in the following cases:
* The customer changes their mind after receiving the product.
* The customer ordered the wrong product.
* The product has been opened or used.
* The product has not been kept frozen.
* The product is damaged due to improper storage after receipt.
* Clear photos of the product upon receipt are not provided to prove the issue.
* The exchange request is submitted more than 24 hours after receipt in the case of a wrong product delivery.
## Very Important
Because our products are frozen foods, maintaining the *cold chain* is essential for product safety.
Therefore, if there is any issue with the order, please *photograph the product immediately upon receiving it and place it directly in the freezer*, then contact us as soon as possible.
All return and exchange requests are reviewed by the *Heat & Eat* team before approval, according to the conditions stated above.
Meat quality and frozen storage
Heat & Eat confirms that our meat products are made with 100% natural meat and are delivered frozen to preserve quality and safety.
Products must be kept frozen immediately after receipt and should only be taken out of the freezer for preparation according to the pack instructions.
Due to the nature of *Heat & Eat* frozen food products, and the need to keep them at suitable temperatures to ensure their safety and quality, the products are subject to a special return and exchange policy.
## First: Returns
*Food products cannot be returned after they have been received, except if the product arrives damaged.*
If you receive a damaged product, you must:
1. Inspect the product immediately upon receiving the order.
2. Take clear photos of the product and packaging *immediately upon receipt* showing the damage.
3. Contact *Heat & Eat* and send the return request and the product photos.
4. Keep the product in the appropriate manner according to the customer service team's instructions until the request is reviewed.
The request and photos will be reviewed to verify the product condition before approving the return.
A return request will not be accepted if the damage resulted from improper storage or handling of the product after receipt.
## Second: Exchange if the Wrong Product Arrives
If you receive a product different from the product you ordered, you may submit a request to exchange it for the correct product.
To accept an exchange request, the following conditions apply:
* The exchange request must be submitted within *24 hours from the time the order is received*.
* The product received must be photographed *immediately upon arrival* and the photos must be sent to the customer service team.
* The product must not be opened or used.
* The product must be placed in the *freezer immediately upon receipt* and kept frozen and in its original condition.
* The product must remain frozen until the *Heat & Eat* representative arrives to collect it and replace it with the correct product.
## Third: Cases Not Covered by Returns or Exchanges
Return or exchange requests cannot be accepted in the following cases:
* The customer changes their mind after receiving the product.
* The customer ordered the wrong product.
* The product has been opened or used.
* The product has not been kept frozen.
* The product is damaged due to improper storage after receipt.
* Clear photos of the product upon receipt are not provided to prove the issue.
* The exchange request is submitted more than 24 hours after receipt in the case of a wrong product delivery.
## Very Important
Because our products are frozen foods, maintaining the *cold chain* is essential for product safety.
Therefore, if there is any issue with the order, please *photograph the product immediately upon receiving it and place it directly in the freezer*, then contact us as soon as possible.
All return and exchange requests are reviewed by the *Heat & Eat* team before approval, according to the conditions stated above.
Meat quality and frozen storage
Heat & Eat confirms that our meat products are made with 100% natural meat and are delivered frozen to preserve quality and safety.
Products must be kept frozen immediately after receipt and should only be taken out of the freezer for preparation according to the pack instructions.