Return & Claims Policy

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Due to the nature of frozen food products and international shipping, standard consumer-style returns are not applicable. However, Saventra Foods is committed to resolving quality and delivery issues fairly and promptly.

Grounds for a Claim

Claims may be filed in the following circumstances:

  • Goods arrived damaged, defrosted, or with broken cold chain (temperature above -12°C on arrival)
  • Products do not match the confirmed specifications (wrong item, incorrect weight, wrong packaging)
  • Quantity delivered is short versus the commercial invoice and packing list
  • Product is within shelf life but shows visible quality defects (discolouration, freezer burn, foreign matter)

Claim Procedure

Step 1 — Notify

Contact us via email or WhatsApp within 48 hours of receiving the goods at the destination port or warehouse. Claims submitted after this window may not be accepted.

Step 2 — Document

Include photographs of affected products, temperature logs, copies of the commercial invoice and packing list, and a written description of the issue.

Step 3 — Resolution

We will review and respond within 5 business days. Resolutions may include replacement, credit note, partial refund, or full investigation.

Exclusions

Claims will not be accepted for:

  • Damage caused by improper storage after delivery (buyer's cold chain responsibility)
  • Products used or consumed before the claim is filed
  • Cosmetic or packaging issues that do not affect product safety or quality
  • Delays caused by customs clearance, port congestion, or buyer-side logistics

Dispute Resolution

If a claim cannot be resolved through direct negotiation, both parties agree to pursue resolution through mediation or arbitration in Hong Kong SAR under the laws of Hong Kong.

Questions? Contact our trade team:
Email: hello@saventrafoods.com
WhatsApp: +852 4676 8050
Website: saventrafoods.com