Refund Policy

We take every care to ensure your order arrives safely and in great condition. Because our range includes chilled, frozen, and ambient products, our refund decisions take into account product type, transit time, temperature safety, weather, and distance.

1. Product Safety on Arrival

Frozen & Chilled Products

These items are shipped in thermal packaging with ice packs to keep them within a safe temperature window. To assess whether your delivery is safe to consume, use two simple checks: temperature and packaging condition.

How to Check Safety

• Touch Test:
  If the products feel cold to the touch, they are generally safe.

• Ice Pack Indicator:

  • Ice packs will partially or fully thaw in transit, that’s normal.

  • If they are partially melted but cool, the products are safe.

  • If they are fully melted and warm, safety depends on the product itself:

    • If the core of the product still feels cold and packaging is intact, it may still be safe.

General Time Window Guidance

(Illustrative only, always follow the actual product label)

• Chilled items typically remain safe for 2–3 days in a cool environment, compared to the usual 7-day refrigerated life.

• Frozen items generally have a 6+ month freezer life once stored correctly.

Ambient Products

Ambient items do not require temperature control and remain safe regardless of ice pack condition or transit duration.

2. Transit Time, Distance & Weather Considerations

Several factors influence how long products stay chilled:

• Distance:
  Deliveries to Scotland, islands, or remote postcodes may take 2–3 days. We apply extra packing measures for these orders.

• Weather Conditions:
  During warmer months, we include additional ice packs or thermal layers to maintain temperature for longer.

Because of these variations, our 48-hour guideline for chilled/frozen deliveries is flexible and assessed case-by-case.

3. When You May Be Eligible for a Refund

We will consider issuing a refund or replacement when:

• Transit delays likely affected product safety (e.g., 48+ hours for chilled/frozen items, unless remote-area packaging allowances apply).

• Products arrive damaged, leaking, or compromised.

• You receive incorrect items or something is missing.

• You are genuinely concerned about the safety of your order after performing the checks above.

4. When Products Are Typically Considered Safe

Your order is considered safe if:

• It arrives within 48 hours from shipping (or within expected timeframes for remote areas),

• Packaging is intact,

• Products are cold to the touch,

• Ice packs have thawed but are still cool,

• Ambient products arrive in any normal temperature condition.

5. If You’re Unsure

Your comfort and food safety matter.
If you’re not confident about consuming your order or something doesn’t seem right, contact us and we’ll review your case promptly.

📩 Email: Info@CleanEatsDirect.com

We’re here to help and will arrange a refund or replacement where appropriate.