Last updated: November 19, 2025
Welcome to KeyFood Island. We strive to deliver high-quality grocery products to your door. However, because we deal with food and perishable items, our return policy is different from non-food retailers. Please read the following policy carefully before placing an order.
1. General Return Policy
At KeyFood Island, we do not accept traditional returns for most perishable grocery items due to food safety and hygiene concerns.
Our priority is your satisfaction. If there’s a problem with the quality, freshness, or condition of the goods you receive, please contact us within 24 hours of delivery.
2. When We Can Provide a Refund or Replacement
We may offer a refund or a replacement in the following cases:
Items are damaged, spoiled, or contaminated when delivered.
There is a quality issue, such as items past their “best before” or “use by” date.
The wrong item was delivered (you received something different from what you ordered).
An item is missing from your order.
In these situations, please email our Customer Support team (support@keyfoodisland.com) or call us at [Your Phone Number], and provide:
Order number
Name of the affected product(s)
Photos of the items (especially if damaged or spoiled)
A brief description of the issue
3. Timeline for Claims
To be eligible for a refund or replacement, you must notify us within 24 hours of delivery.
After you notify us, our team will review your claim and may ask for photos or other evidence.
If your claim is approved, we will process your refund or replacement within 5–7 business days.
4. Refund Method
Refunds will be made via your original payment method (credit card, debit card, or other).
Please note that the time it takes for the refund to reflect in your account may depend on your bank or payment provider.
5. Non-Refundable Items
The following items are not eligible for return or refund for change of mind:
Most perishable food (e.g., fresh produce, dairy, meats, bakery)
Any item once opened or partially used
Items that have been altered, damaged, or stored incorrectly after delivery
6. How to Report an Issue
Inspect your order immediately upon delivery.
If you find any problem, take clear photos of the items (packaging, labels, damage, etc.).
Email us at support@keyfoodisland.com or call: [Your Phone Number].
Provide your order number, the name of the product(s), and a description of the issue.
7. Cancellation Before Delivery
If you want to cancel your order before it is shipped or out for delivery, please contact our Customer Support as soon as possible.
If your order has already been dispatched, cancellation may not be possible, but you may still be eligible for a partial refund or credit, depending on the situation.
8. Refund Exceptions
In rare cases, if you order a non-perishable grocery item (for example, packaged dry goods) and the item is defective, we may consider a return or refund.
We reserve the right to evaluate each claim individually and decide whether a refund or replacement is appropriate.
9. Our Commitment
We aim to resolve all valid return/refund claims fairly and quickly.
We may ask for additional information to support your claim, but we commit to keeping the process as simple and transparent as possible.
If you have any questions about our Return & Refund Policy, please reach out to our Customer Support team at support@keyfoodisland.com or call [Your Phone Number]. We’re here to help!
