Returns Policy



Thank you for purchasing our products.  We want you to be happy with your purchase, but in case you are not, we commit to accept returns under certain conditions.  We invite you to read the details which are explained below to see how they fit to your situation.  These details also provide guidance to help to follow the correct procedure.

  1. Products should be inspected by the customer when delivered and not be accepted if damaged, in unsatisfactory condition, or close-dated.
  2. The customer must FIRST contact their Sales/Customer Service Representative or Sundale Foods Office within two (2) days after delivery to report any discrepancies.
  3. The customer must provide evidence of purchase (i.e. invoice/delivery notice) received when the product was delivered.
  4. Acceptance of Returns: In accordance with HACCP certification, the Company reserves the right to have the product assessed for acceptable quality before confirming return.
  5. Unless authorized otherwise, all product MUST be returned in the original carton or packaging material. Customers who wish to return products that were delivered frozen MUST return those products in the same condition that they were delivered.  For example, if fish was delivered frozen, it should be returned in its frozen state. Fish should not be seasoned or prepared otherwise.
  6.  If a customer files a complaint about a frozen product that has been thawed or seasoned, the Sales Representative should inspect the product and determine whether the customer carried out the correct storage procedures.  The Sales Representative liaises with the customer regarding a possible credit.  He/she then notifies the Quality Assurance Analyst (QAA).
  7. Guided by HACCP regulations protein products such as meats, poultry and seafood that are opened or exposed (inclusive of thawed or seasoned) cannot be returned.  Opened protein products not in direct control of the Sundale Foods Inc. (i.e. imported goods) should be disposed of due to risk of temperature shock.
  8. Protein products may be returned only:
    1. With the shipping box sealed
    2. In good sanitary condition
    3. At the time of delivery
    4. Not after the product was accepted and stored at the customer location).
  9. The QAA will guide the Sales Representative/Customer on how the product is to be returned and may request the customer to discard the product themselves.
  10. Fresh Produce. Due to risk of contamination and food-borne pathogens, products such as fresh pork may be returned within two (2) days after delivery only:
    1. If there is a non-conformance with the product.
    2. If there was an error with the order (E.g. if the incorrect pork primal cut was sent to the customer or the primal cut does not meet the customer’s request).
  11. Poor Packaging. Packaged goods can be returned (accompanied with the invoice) if seals are broken or tray covers are damaged.  If an item(s) with a defective seal is purchased from a retailer, the item(s) should be returned to the retailer.
  12. Retail Overstocked Goods. Sundale Foods Inc. will not accept items that have been in customers’ possession over three months.
  13. Retail Damaged Goods.  Sundale Foods Inc. may offer a credit to for damaged stock within three months of purchase only after consultation and agreement with the Sales Representative(s).
  14. Retail Expired and Close-dated Goods. Products that were purchased over three months and have expired will be considered if:
    1. There is prior notification of the return through the Sundale Representative.
    2. They are within three (3) months to the expiration date and a wholesale price negotiation is acceptable
  15. No credit will be issued for items that have expired without being put on discount/special to clear the stock.  Retailers are to notify the Sales Representatives of close dated items so that the movement can be monitored. 
  16. If the customer agrees to purchase close-dated items on consignment, but was unsuccessful in re-selling them, they must contact a Sundale Representative who will visit the customer and confirm the items not sold. The SFI Rep will consult with the customer to verify any potential return. The Representative will confirm the credit and prepare the necessary documentation.
  17. Items purchased on special are one-time sales which cannot be returned.
  18. All returns to Sundale Foods Inc. are the responsibility of the customer within two (2) days of purchase/delivery.
  19. Credits/Refunds (if applicable) Once your return is received and inspected, we will notify you of the approval or rejection of your credit/refund. If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5 business days.
  20. Late or missing refunds (if applicable) If you have not received a refund within the specified period, contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us here.