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Refund Policy

Last Updated: 11 December 2025

At IPR Foods, we take pride in delivering high-quality products through safe and reliable cold-chain logistics. Due to the nature of food items—particularly frozen and chilled products—our refund guidelines are designed to ensure safety, fairness, and operational integrity.

1. Eligibility for Refunds

Refunds or replacements are issued only in the following cases:

  • Incorrect items delivered

  • Damaged or compromised packaging upon arrival

  • Products that arrive thawed, spoiled, or unsafe to consume

  • Missing items from your order

  • Quality issues validated by our team

For health and safety reasons, we cannot accept returns for products that have been opened, partially consumed, or improperly stored by the customer.

2. Reporting an Issue

To request a refund or replacement, please notify us within 24 hours of receiving your order.

Please include:

  • Order number

  • Photos or videos clearly showing the issue

  • Description of the problem

Requests submitted after 24 hours may not be eligible due to perishability constraints.

3. Outcomes We May Offer

Depending on the situation, eligible cases may be resolved through:

  • Product replacement

  • Store credit

  • Refund to original payment method

  • Partial refund (for mixed shipments or multi-item orders)

Refund decisions are made after reviewing evidence and evaluating the condition of the products.

4. Non-Refundable Situations

Refunds cannot be provided for:

  • Change of mind

  • Incorrect address provided by the customer

  • Failure to receive the order at the agreed delivery time

  • Product issues caused by improper storage after delivery

  • Orders for custom or special-request items

  • Slight variations in product appearance that do not affect safety or quality

5. Cancellations

Orders may be cancelled before processing or shipment.
Once an order is packed or dispatched, cancellations are not guaranteed.

For recurring purchase orders, cancellation terms may follow the contractual agreement.

6.Refunds

Large-volume clients may be subject to:

  • Separate SLA terms

  • Contractual quality assurance clauses

  • Custom resolution workflows

These contractual terms will supersede this general policy where applicable.

7. Contact Us

For refund requests or assistance, please contact:

Email: info@iprfoods.com
Phone: (021) 1500028
Address: Jl. Ciputat Raya No.27, Pd. Pinang, Kec. Kby. Lama, Kota Jakarta Selatan, Daerah Khusus Ibukota Jakarta 12310

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