Return Policy

For a digital-first platform like KAFCO APP, your return policy needs to bridge the gap between traditional food wholesaling and the speed of an e-commerce interface. Since you are likely managing high-volume transactions and automated logistics, the policy should be firm to protect your margins while providing a "premium" professional experience for the restaurants.

Here is a template designed for a B2B food marketplace or supply app:

KAFCO APP | B2B Terms of Return & Credit

1. Delivery Acceptance (The "Gold Standard")

To maintain food safety and cold-chain integrity, all customers are required to inspect goods upon arrival.

  • Immediate Refusal: Any item that is damaged, incorrect, or does not meet quality standards should be refused at the point of delivery and handed back to the driver.

  • Digital Confirmation: The driver will update the KAFCO APP delivery status in real-time. A credit for the refused item will be automatically generated and reflected in your account "Wallet" or next invoice.

2. Category-Specific Deadlines

Once the delivery is signed for, the following windows apply for reporting "Concealed Damage" (damage found inside a sealed case):

  • Perishables (Meat, Seafood, Dairy, Produce): Must be reported via the KAFCO APP support portal within 4 hours of delivery. Photos of the product and the batch label are mandatory.

  • Frozen Goods: Must be reported within 24 hours. Evidence of temperature at the time of unboxing may be requested.

  • Dry Grocery & Non-Food: Must be reported within 3 business days. Items must be in their original, unopened packaging.

3. Non-Returnable Items

The following cannot be returned once accepted:

  • Special Orders: Items sourced specifically for a client that are not part of KAFCO’s standard inventory.

  • Expired Items: KAFCO will not accept returns for items that expired while in the customer’s possession.

  • Safety-Compromised Goods: Any item that has been removed from its original manufacturer packaging.

4. Restocking & Fees

  • Customer Error: If a return is requested due to a customer ordering error (and the product is eligible for return), a 20% restocking fee will apply to cover logistics and re-processing.

  • Pick-Up Fee: KAFCO reserves the right to charge a flat logistics fee for sending a vehicle specifically for a return pick-up outside of a scheduled delivery window.

5. How to File a Claim

  1. Open the App: Go to 'Order History' and select the specific invoice.

  2. Select "Report Issue": Choose the item and the reason (e.g., Damaged, Shorted, Wrong Item).

  3. Upload Photos: Provide one clear photo of the product defect and one of the shipping label.

  4. Resolution: Our QA team will review and issue a credit note or schedule a replacement within 24 hours.

Strategic Recommendation for KAFCO APP:

Since you are likely dealing with high-end clients or large-scale operations, consider implementing a "Trust Score" in your backend.

  • High-Trust Clients: Can receive instant automated credits for small-value items (e.g., under $50) without waiting for a manual review.

  • Flagged Accounts: Accounts with high return rates can be required to provide video evidence of unboxing to prevent "shrinkage" or false claims.