Refund and Returns Policy

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Saivai is a frozen, perishable food. For food-safety reasons we cannot take back products once they have left the cold chain, but we will always make things right if a product reaches you damaged, incorrect or below our quality standards.

If You Bought From a Store

Purchases from retail stores are covered by that store's own returns policy, so please contact the store first. We also want to hear about any quality concern. Please tell us:

  • Where and when you bought the pack.
  • The product name, batch number and best-before date from the label.
  • A photo of the pack and the product.

Damaged or Incorrect Deliveries

Business partners should check every delivery on arrival, as described in our Shipping Policy. If packs arrive thawed, damaged, short or different from your order:

  • Note the problem on the delivery document before signing.
  • Take photos of the affected packs and packaging.
  • Contact us as soon as possible with your invoice number and the details above.

We will review your report and, where the issue is confirmed, arrange a replacement, a credit note against your next order, or a refund, in line with your partnership agreement.

Quality Concerns

If you find a quality issue with any pack, please stop using it, keep the packaging, and contact us with the batch number and best-before date. We investigate every report and will let you know the outcome.

What We Cannot Accept

To keep our food safe, we cannot accept returns or claims for products that have been:

  • Thawed and refrozen, or used more than 20 days after thawing.
  • Stored outside the instructions on the pack after delivery.
  • Used after the best-before date printed on the pack.
  • Opened, unless the claim is about a quality defect in the product itself.

How Refunds and Credits Are Made

We do not take payments through this website. Approved refunds are paid back through the same method used to pay the invoice, or issued as a credit note, according to the terms agreed with your business. We will confirm the timeline when we approve your claim.

Contact Us

For any questions about a refund, return or quality concern, write to us at [email protected]. Please include your name, your business name if you are a partner, and enough detail for us to help you quickly.