Refund policy

REFUND POLICY

Thank you for shopping at Hai Zhu Trading. We take food safety and product quality very seriously. Please review our policy regarding returns and refunds below.

1. RETURN ELIGIBILITY & TIME LIMIT (7-DAY POLICY)
Because we sell food products, we can only guarantee and accept returns for items that are completely UNOPENED, unused, and in their original packaging with the original seals intact. 

* If you experience any issues or wish to request a return/refund, you must contact us within 7 days from the delivery date. Requests made after 7 days will not be accepted.
* We do not accept returns or issue refunds for items that have been opened, sampled, or partially consumed due to health and safety regulations.

2. DEFECTIVE OR DAMAGED ITEMS
If you receive a product that is defective, spoiled, or damaged while STILL UNOPENED (e.g., vacuum seal failure prior to delivery, package puncture during shipping), we will gladly arrange a replacement or a full refund, provided that you notify us within the 7-day window.
* To help us process your claim, please provide your order number and clear photographic evidence of the unopened packaging showing the issue.

3. EXCLUSIONS FROM LIABILITY (STORAGE & TIMING)
Food products require proper storage conditions to maintain their quality. 
* We are strictly NOT responsible or liable for any quality degradation, spoilage, pest infestation, or damage that occurs after delivery due to improper storage conditions (including but not limited to exposure to heat, humidity, direct sunlight, or moisture) or extended storage time by the customer.

4. RETURN SHIPPING COSTS
Customers are responsible for return shipping costs unless the product is defective, damaged, or incorrect due to our error.

5. REFUND PROCESS
Once your return is received and inspected to confirm it is completely unopened, we will notify you of the approval or rejection of your refund. If approved, the refund will be issued to the original payment method within 5–10 business days. Processing times may vary depending on the customer’s bank or card issuer.