Return & Refund Policy

At ND Fresh, we take pride in providing fresh halal meat, seafood, groceries, marinated products, and prepared food. Due to the perishable nature of many of our products, please review this policy carefully before placing an order.

1. Reporting an Issue

If there is an issue with an order, including a missing item, incorrect item, damaged item, or product-quality concern, customers must contact ND Fresh within 24 hours of delivery or pickup.

To help us review the request, please provide:

• Order number

• Clear photos or videos of the item and packaging

• A brief description of the issue

• Date and time the order was received

All return, replacement, store-credit, and refund requests are subject to review and approval by ND Fresh.

2. Fresh, Frozen & Perishable Products

Fresh meat, seafood, marinated products, frozen foods, prepared foods, and other perishable items are final sale once delivered or picked up.

Where an issue is reported within 24 hours and approved by ND Fresh, we may offer a replacement, store credit, partial refund, or refund for the affected item.

ND Fresh may require the item to be returned for inspection before a refund, replacement, or store credit is issued.

3. Vacuum-Packed Meat & Seafood

Many of our fresh meat and seafood products are vacuum packed to help preserve freshness and quality.

A temporary smell may be present immediately after opening a vacuum-packed product. Customers should remove the product from the vacuum packaging and allow it to air out for a few minutes before assessing the product.

If there is still a concern, please contact ND Fresh within 24 hours of delivery or pickup and provide clear photos or videos before disposing of the product.

4. Non-Perishable Returns

Unopened, unused, non-perishable items may be eligible for return within 7 days of purchase, with proof of purchase.

Returned items must be in their original packaging and in resalable condition.

We do not accept returns for:

• Opened, used, or damaged items

• Perishable products not reported within 24 hours

• Products stored improperly after delivery or pickup

• Products without proof of purchase

• Clearance, promotional, discounted, or final-sale items

• Custom-cut, marinated, special-order, or prepared-food items

5. Return Approval

Customers must receive return approval from ND Fresh by email before returning any item.

The return-approval email must be included with the returned items or shown to staff when returning items in store.

Items returned without approval may not be accepted.

6. Returns for Free-Shipping Orders

For all orders that qualified for free shipping, return shipping costs are the responsibility of the customer.

If the total weight of approved items being returned is more than 6 lb, the customer must choose one of the following options:

1. Return the approved items directly to our store at:

ND Fresh
35 Queen Street North
Mississauga, Ontario

2. Ship the approved items back to the same address at their own expense.

ND Fresh does not provide return pickup or prepaid return shipping labels for free-shipping orders.

Any refund issued may be adjusted to reflect promotional discounts, bundle offers, free-item promotions, or the original delivery cost where applicable.

7. Delivery Orders

Customers are responsible for ensuring that someone is available to receive the order at the delivery address provided.

Once an order has been delivered to the address provided by the customer, ND Fresh is not responsible for loss, theft, damage, or temperature changes caused by the order being left unattended.

Delivery fees are non-refundable once an order has been dispatched or delivered.

If delivery cannot be completed because of an incorrect address, unavailable recipient, inaccessible location, customer non-response, or other customer-related reason, delivery fees are non-refundable.

8. Missing, Incorrect or Damaged Items

If an item is missing, incorrect, or damaged, customers must notify ND Fresh within 24 hours of delivery or pickup.

After review, ND Fresh may provide a replacement, store credit, partial refund, or refund for the affected item only.

Refunds do not automatically include delivery charges, service fees, or other order items that were received correctly.

9. Refund Processing

Once a return or claim is approved and, where required, the item has been received and inspected, refunds will be issued to the original payment method where possible.

Please allow 5–10 business days for a refund to appear, depending on your bank or payment provider.

Refund amounts may be adjusted to reflect discounts, promotional offers, bundle pricing, free-item promotions, original delivery costs, or other applicable charges.

10. Order Cancellations

Orders may be cancelled before they are prepared, packed, or dispatched.

Once an order has been prepared, packed, or handed to a delivery driver, cancellation may not be possible.

Custom-cut meat, marinated products, special orders, and prepared-food orders cannot be cancelled once preparation has started.

11. Contact Us

For return, refund, or order-related concerns, please contact ND Fresh with your order number and supporting photos or videos.

ND Fresh
35 Queen Street North
Mississauga, Ontario
Canada

12. Consumer Rights

Nothing in this policy limits any rights a customer may have under applicable consumer-protection laws.