Refunds and Replacements

Our promise

We follow the Consumer Act of the Philippines. We do not use “No return, no exchange”, and we do not ask for unboxing videos. A photo helps us understand a problem, but it is never required.

What we fix

• Items that are spoiled or not fit to eat when you receive them.
• Wrong items, when you get something you did not order.
• Missing items.
• Packaging that is damaged in a way that affects the food.
• Items that are clearly not as described, for example a different kind, size or grade.
• Items sold by the kilo that weigh less than the amount on your order.

What is not covered

• Changing your mind about fresh food after we hand it over. Fresh food cannot be sold again.
• Food that spoils because of how it was kept after pick up, for example fish left out of the fridge.
• Normal natural differences in size, color or ripeness, when the item still matches its description.
• Problems reported after the times below, unless the law still gives you a remedy.

Not sure if your problem is covered? Message us anyway. We will look at it with you.

At pick up, before you pay

Please check your items when we hand them over. If something is wrong, tell us right there. We look at it together and take it off your total, so you only pay for what you keep.

You also never pay for:

• Items that ran out, when you chose “Skip it” at checkout.
• The difference, when you chose “Replace it with something similar” and the replacement costs less than the item you ordered. A replacement never costs you more.
• The difference, when an item sold by the kilo weighs less than the amount on your order.

Problems you find later

If you find a problem after pick up, message us within these times:

• Fish, seafood and meat: within [to be confirmed: 12 hours].
• Fruits, vegetables and eggs: within [to be confirmed: 24 hours].
• Rice: within [to be confirmed: 7 days].

Message us on Instagram with your order number and what is wrong. Your order number starts with “TA”. You can find it on your order screen and in My orders on this phone.

A photo helps, but it is not required. We may ask you to keep the item for a short time so we can see it.

Message us on Instagram

When we reply

We reply within [to be confirmed: 24 hours] to let you know we got your message. We aim to settle every problem within [to be confirmed: 7 calendar days].

What you can choose

For an item with a problem you found after pick up, you choose one of these:

• A replacement on our next delivery day, at no cost to you. We deliver on Tuesday, Thursday and Saturday.
• Your money back for the item, in cash or by GCash, whichever you prefer.
• Part of your money back, if you want to keep the item and only part of it has a problem.
• A weight top up on your next delivery, if an item sold by the kilo was lighter than it should be. Or, if you prefer, the difference back.

We settle it within 2 days after we agree on the fix. There is no fee. If we send money by GCash, we message you when it is sent, with its reference number.

Cancelled orders

You can cancel for free until we start shopping on the morning of your delivery day. Just message us. If we have to cancel your order, for example because of bad weather, or because we could not confirm it with you, there is nothing to pay.

Delivery problems on our side

If we miss your delivery time, bring your order to the wrong place or hand it to the wrong person, you choose: we deliver it again at no cost, or we cancel it and you pay nothing. If you already paid, we give it all back, including the delivery fee.

This is different from an order that no one picks up. If no one is there to receive your order, we message or call you. Fresh food cannot be kept for another day, so please tell us early if you cannot make it. See the delivery rules in our Terms of Sale.

Special requests

Items we find for you by special request have the same promise as everything else we sell.

If we cannot agree

Please message us first so we can try to fix it. You may also bring a complaint to the Department of Trade and Industry (DTI) at any time. See the DTI website (dti.gov.ph).

Nothing in this policy limits your rights under the Consumer Act of the Philippines (Republic Act 7394) or the Internet Transactions Act (Republic Act 11967).

Photos and messages you send us

We use photos and messages about a problem only to fix it. We delete them [to be confirmed: 90 days] after the problem is solved, except what we must keep for our sales or tax records. Read more in our Privacy Policy.