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RETURN, REFUND, CANCELLATION & DELIVERY POLICY

RETURN, REFUND, CANCELLATION & DELIVERY POLICY

Effective Date: 15-Jun-26

Thank you for shopping with Ketoklub Health Products and Services Ltd. (“Ketoklub”, “we”, “our”, or “us”). We are committed to providing high-quality products and excellent customer service.

This Return, Refund, Cancellation and Delivery Policy applies to all purchases made through our website, mobile applications, social media platforms, and any other sales channels operated by Ketoklub.

By placing an order with Ketoklub, you acknowledge and agree to the terms set out below.

  1. PRODUCT CATEGORIES

For the purposes of this Policy, products are classified as follows:

Category A – Non-Perishable Grocery Products

These include packaged food items, shelf-stable products, dry goods, beverages, pantry items, and other products that do not require immediate consumption.

Category B – Freshly Prepared Same-Day Meals

These include meals prepared and delivered or collected on the same day the order is placed.

Category C – Pre-Order Meals

These include meals ordered at least forty-eight (48) hours in advance and prepared specifically for the customer on the requested date.

  1. NON-PERISHABLE GROCERY PRODUCTS

Returns

Returns of Category A products may be accepted if:

  • The product is unopened, unused, and in its original packaging;
  • The return request is made within seven (7) days of delivery or collection;
  • The product remains in resalable condition;
  • The product has not expired; and
  • Proof of purchase is provided.

Non-Returnable Items

Returns will not be accepted for:

  • Opened products;
  • Partially consumed products;
  • Products damaged after delivery due to improper storage, handling, or misuse;
  • Clearance, promotional, or final-sale items marked as non-returnable;
  • Products returned without proof of purchase.

Refunds

Upon inspection and approval of a returned product, Ketoklub may, at its sole discretion:

  • Issue a refund to the original payment method;
  • Provide store credit; or
  • Replace the product with an equivalent item.

Delivery fees are non-refundable unless the return results directly from an error by Ketoklub.

  1. FRESHLY PREPARED SAME-DAY MEALS

Due to food safety regulations and the perishable nature of freshly prepared meals, all sales of Category B products are final.

Cancellations

Once a same-day meal order has been accepted and preparation has commenced, the order cannot be cancelled, refunded, or modified.

Ketoklub may, at its sole discretion, permit cancellation prior to commencing preparation.

Refunds or Replacements

Refunds, replacements, or store credits may only be provided where:

  • The incorrect meal was supplied;
  • An item is missing from the order;
  • The meal is spoiled, contaminated, or otherwise unfit for consumption upon delivery;
  • The meal delivered materially differs from the order placed.

Any issue must be reported within two (2) hours of delivery or collection.

Customers may be required to provide photographs of the meal, packaging, and receipt to support the claim.

  1. PRE-ORDER MEALS

Pre-order meals are prepared specifically for each customer and often require advance procurement of ingredients, production scheduling, and resource allocation.

Cancellations

Customers may cancel a pre-order meal and receive a full refund if the cancellation request is received at least twenty-four (24) hours prior to the scheduled preparation time.

Cancellations received less than twenty-four (24) hours before the scheduled preparation time may not be eligible for a refund.

At Ketoklub’s sole discretion, a partial refund or store credit may be offered depending on the stage of preparation and costs already incurred.

Refunds or Replacements

Refunds, replacements, or store credits may only be provided where:

  • The incorrect meal was supplied;
  • The meal is spoiled, contaminated, or otherwise unfit for consumption upon delivery;
  • The order was not delivered due to an error attributable solely to Ketoklub; or
  • The meal delivered materially differs from the order placed.

Customers may be required to provide photographs and supporting information to assist with the review of the claim.

  1. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

If any product is received damaged, defective, or incorrect, customers must notify Ketoklub within twenty-four (24) hours of receipt.

Customers may be required to provide:

  • The order number;
  • Proof of purchase;
  • A description of the issue; and
  • Photographs of the product and packaging.

Following verification, Ketoklub may provide a replacement, store credit, or refund, as appropriate.

Ketoklub is not responsible for issues arising from inaccurate customer-provided order information, including address details, meal selections, or undisclosed dietary restrictions/allergies, except where required by law.

  1. DELIVERY POLICY

Delivery shall be deemed completed when:

  • The order is handed directly to the customer;
  • The order is handed to a person present at the delivery address who reasonably appears authorized to receive it; or
  • The order is left at a location specifically designated by the customer.

Customers are responsible for ensuring that accurate delivery information is provided and that someone is available to receive the order during the delivery window.

Ketoklub shall not be responsible for delays caused by:

  • Incorrect or incomplete delivery information;
  • Traffic conditions;
  • Adverse weather conditions;
  • Events beyond our reasonable control; or
  • Customer unavailability.
  1. CUSTOMER UNAVAILABLE AT DELIVERY

Customers are responsible for ensuring that they, or an authorized representative, are available to receive their order at the delivery address during the agreed delivery window.

If the customer is unavailable at the time of delivery, Ketoklub will make reasonable efforts to contact the customer using the contact information provided with the order.

Where delivery cannot be completed because:

  • The customer is unavailable;
  • The customer cannot be reached;
  • Access to the delivery location is restricted or denied;
  • Incorrect or incomplete delivery information was provided; or
  • No authorized person is available to receive the order,

Ketoklub may, at its sole discretion:

  • Leave the order at a safe location designated by the customer;
  • Leave the order with a person present at the delivery address who reasonably appears authorized to receive it; or
  • Return the order to Ketoklub’s premises.

For food safety reasons, Category B (Freshly Prepared Same-Day Meals) and Category C (Pre-Order Meals) that cannot be delivered due to any of the circumstances described above shall be deemed delivered and completed. Such orders shall not be eligible for refund, replacement, credit, or complimentary redelivery.

For Category A (Non-Perishable Grocery Products), redelivery may be arranged at Ketoklub’s discretion and may be subject to additional delivery charges. Any applicable redelivery fee will be communicated before a second delivery attempt is made.

Ketoklub shall not be liable for any deterioration in quality, spoilage, loss, theft, or damage occurring after an order has been left at a customer-designated location or otherwise deemed delivered in accordance with this Policy.

  1. REFUND PROCESSING

Approved refunds will generally be processed within seven (7) to fourteen (14) business days.

The timing of receipt of funds may vary depending on the customer’s financial institution, credit card provider, or payment processor.

Ketoklub reserves the right to issue store credit in lieu of a monetary refund where appropriate and permitted by applicable law.

  1. RIGHT TO REFUSE REFUNDS

Ketoklub reserves the right to refuse any return, refund, replacement, or credit request where:

  • The claim is fraudulent, misleading, or unsupported by reasonable evidence;
  • The product has been tampered with after delivery;
  • The customer fails to comply with the reporting timelines set out in this Policy;
  • The product has not been stored in accordance with any instructions provided; or
  • The request otherwise falls outside the scope of this Policy.
  1. ALLERGY AND INGREDIENT DISCLAIMER

Ketoklub prepares food in facilities and environments where allergens and a variety of ingredients may be present, including but not limited to nuts, dairy, eggs, fish, shellfish, and sesame. While we take reasonable care in preparing and handling our products, we do not guarantee that any item is completely free from allergens or cross-contact.

Customers are responsible for reviewing ingredient information where provided and for informing Ketoklub of any known allergies or dietary restrictions before placing an order.

If you have a severe allergy or specific dietary concern, please contact us prior to ordering to confirm whether a product is suitable for you.

Ketoklub shall not be liable for allergic reactions or other adverse effects arising from ingredients, cross-contact, or undisclosed allergies or sensitivities, except where required by applicable law.

  1. CONTACT US

For assistance regarding returns, refunds, cancellations, delivery issues, or product concerns, please contact:

Ketoklub Health Products and Services Ltd.

Email: info@ketoklub.com
Phone/WhatsApp: (868) 729 – KETO (5386)
Website: www.ketoklub.com

  1. POLICY CHANGES

Ketoklub reserves the right to amend, modify, or update this Policy at any time without prior notice. Any changes shall become effective immediately upon publication on our website.

The version of the Policy in effect at the time an order is placed shall apply to that order.

 

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