Refund and Returns Policy

Effective Date: November 5, 2026 Last Updated: November 5, 2026

At Skus Food, we are dedicated to supplying high-quality pantry staples, specialty beverages, commercial oils, and wholesale food products across New York. Because our catalog comprises commercial food and beverage inventory, our return, replacement, and refund terms are strictly guided by public health regulations, food safety safety standards, and standard wholesale B2B distribution practices.

Please read this policy carefully alongside our Privacy Policy to understand how claims, damaged shipments, order discrepancies, and refund disbursements are processed.

1. Food Safety & Non-Returnable Goods Notice

In strict adherence to federal and New York State Department of Agriculture and Markets food safety protocols, opened, unsealed, tempered, or handled food and beverage items cannot be returned to our facility under any circumstance.

Once delivery or pickup acceptance is complete, inventory leaves our controlled cold/ambient chain and cannot be reintroduced into commercial inventory. Returns are therefore strictly restricted to claims filed for damage during transit, verified manufacturer defects, or packing discrepancies reported immediately upon receiving the order.

2. Delivery Inspection and Reporting Deadlines

Because volume food procurement involves sensitive packaging (such as glass bottles, canned carbonated goods, and bulk food containers), business buyers are required to inspect shipments immediately upon receipt:

• Inspection at Delivery: The receiving party (supermarket receiver, kitchen manager, bodega owner, or warehouse clerk) must inspect the delivered pallets, cartons, and packaging before signing delivery bills of lading or delivery receipts.
• Visible Outer Damage or Shortages: Must be marked directly on the driver’s manifest or delivery paperwork and filed within 24 to 48 hours of physical delivery.
• Concealed Discrepancies or Defects: If an unnoticeable packing defect or wrong SKU is discovered inside sealed cases, you must notify our operations team within 3 business days of receipt.
• Claims filed beyond these designated windows cannot be verified or honored.

3. Eligible Situations for Credits, Replacements, or Refunds

A claim will be reviewed and accepted under the following verified conditions:

• Transit Damage: Broken glass bottles, punctured/crushed bulk cans, burst oil jugs, or leaking carbonated packaging occurring before delivery.
• Incorrect Items / Fulfillment Error: Delivery of SKUs or case variants that differ from your approved, invoiced quote checklist.
• Manufacturer Defects: Compromised factory seals, out-of-spec carbonation, or verified batch quality issues identified prior to commercial use.

4. Non-Eligible Situations

We do not approve refunds, replacements, or account credits for:

• Products damaged due to improper storage, drop accidents, or mishandling at the buyer’s facility after completed handoff.
• Normal exterior warehouse dust, non-damaging box scuffs, or minor secondary packaging wear that leaves internal hermetic seals unaffected.
• Discontinued products, custom import procurements, or clearance/special-lot liquidations specified as final sale.
• “Change of mind” cancellations or buyer over-ordering once custom logistics routing and truck dispatches have been scheduled.

5. Claims and Verification Process

To file a claim for damaged or inaccurate orders, please follow this standardized procedure:

1. Submit Documentation: Visit our Contact Us Page and select “Order Inquiry / Claims”.
2. Provide Order Reference: Include your commercial Invoice Number, company name, and delivery date.
3. Attach Visual Evidence: Submit clear photographs or video evidence highlighting:
   • The damaged cartons/bottles/cans.
   • The manufacturer batch lot number and expiration stamp on the packaging.
   • A clear view of the signed receiving slip/manifest noting the damage.
4. Retain Goods: Do not dispose of affected product lots until our claims team reviews your photos or issues a disposal authorization.

6. Resolution: Credits, Replacements & Refunds

Once our claims desk validates your documentation (typically completed within 1 to 2 business days):

• Direct Product Replacement: If stock permits, replacement cases or replacement items will be prioritized on your next scheduled regional delivery run.
• Store / Wholesale Account Credit: Approved claims can be issued immediately as an account credit against future quote purchases or open balances.
• Payment Refund: If a refund is approved, it will be credited back to your original B2B payment method (business ACH, wire, or corporate card) within 5 to 7 business days, depending on banking institution processing times.

7. Order Cancellation Policy

• Before Dispatch: Cancellations must be submitted through our inquiry portal before warehouse packing and carrier booking. Cancellations received prior to dispatch may incur an administrative or restocking handling fee if goods were pre-palletized.
• After Dispatch: Once an order is loaded on transit vehicles or out for delivery, cancellations are not permitted.

8. Questions & Support

If you have questions regarding the status of a delivery, or require assistance reporting a packing discrepancy, submit your ticket directly via our Contact Us Page. Our distribution team will review and respond promptly.