Return and Refund Policy
At Simply Gourmet, customer satisfaction and product integrity are at the heart of everything we do. We take great care to ensure that every order is prepared, packed, and shipped with the highest standards. However, due to the perishable nature of our gourmet products, certain policies are in place to protect both food safety and fairness.
This Return & Refund Policy (“Policy”) governs the return and refund process for products purchased from Simply Gourmet (“Simply Gourmet,” “we,” “us,” or “our”) through our Simply Gourmet e-commerce website. We prioritize your satisfaction with our truffle products and are committed to addressing any issues that may arise. By purchasing our products, you agree to the terms outlined in this Policy.
Perishable Products – Final Sale
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All perishable products (e.g., caviar, truffles, foie gras, fresh items) are final sale and non-returnable.
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We are unable to offer refunds or exchanges on perishable goods unless there is an error or quality issue caused by us (see below).
Quality Concerns or Order Errors
If there is a problem with your order that is due to our error (e.g., incorrect item shipped, product defect, packing mistake), we are happy to offer a refund, credit, or replacement, even for perishable goods.
To qualify:
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You must contact us within 24 hours of receiving the order.
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Products must be kept in their original condition and not discarded before contacting us.
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We may request photos, packaging details, or return of the product for quality assessment.
Please note: Claims made after the 24-hour window may not be eligible for resolution due to the limited shelf life of our products.
No Refunds for Late Deliveries
We work with trusted third-party couriers such as FedEx, Purolator, and local courier services. However, we cannot guarantee delivery timelines, especially during peak seasons, weather disruptions, or unforeseen courier delays.
Refunds will not be issued for delayed shipments due to courier-related issues, as these are completely outside of our control. We recommend placing orders early, especially for time-sensitive events or gifts.
Damaged Shipments or Incorrect Items
If your order arrives damaged or contains incorrect items, please notify us immediately with supporting photos. We will promptly address the issue and offer a replacement, store credit, or refund as appropriate.
Non-Perishable Products
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Unopened, unused non-perishable items may be returned within 7 days of delivery.
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Products must be in their original packaging and in resalable condition.
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Return shipping costs are the responsibility of the customer unless the item was sent in error.
Failed Deliveries
If an order is returned to us due to an incorrect address or unsuccessful delivery attempts, and the product is perishable, no refund or reshipment will be provided.Effective Date: [Date]
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Customer Support
1. Product Eligibility
1.1 Perishable Products:
Due to the nature of our products, specifically truffles and gourmet food items, returns and refunds for perishable products are accepted only under the following circumstances:
1.1.1 Quality Issues:
If you receive a product that is spoiled, damaged, or defective, please contact us within 2 days of receipt. Supporting your claim may require photographic evidence or other documentation.
1.1.2 Incorrect Item:
If you receive an incorrect product in your order, contact us within 2 days of receipt, and we will arrange for a return or exchange.
1.2 Non-Perishable Products:
For non-perishable products, such as accessories or non-food items, you may request a return or refund under the conditions outlined below.
2. Return and Refund Process
2.1 Notification:
Initiate a return or refund by contacting our customer support team within the specified timeframe mentioned above. Reach us via email at info@trufflehouse.ca or by phone at [ (647) 986-8480 ]. Provide your order number and a detailed explanation of the issue.
2.2 Return Authorization:
If your return or refund request is approved, we will provide you with a return authorization number and further instructions. This number must be clearly marked on the return package.
2.3 Return Shipping:
You are responsible for the return shipping cost, unless the return is due to our error. Use a trackable shipping method to ensure a safe and timely return.
2.4 Condition of Returned Products:
Returned products must be in their original, unopened packaging, unless instructed otherwise by our customer support team. We reserve the right to refuse returns if the products are not in acceptable condition.
2.5 Refund or Replacement:
Upon receiving and inspecting the returned product, we will determine whether a refund or replacement is appropriate. If eligible, refunds will be issued to the original payment method within a reasonable timeframe. Replacement products will be sent according to our standard shipping procedures.
3. Exclusions and Limitations
3.1 Change of Mind:
We cannot accept returns or issue refunds for products due to a change of mind or personal taste preferences.
3.2 Shipping Fees:
Shipping fees, including the original and return shipping costs, are non-refundable unless the return is a result of our error.
