Refund policy — at a glance
- For food hygiene reasons, we don't accept general returns.
- Exceptions — we'll issue a full refund if:
- The product arrives damaged in transit.
- The wrong item or size is shipped.
- The item materially differs from the website description.
- You must report within 7 days of delivery.
- Refunds processed within 7 business days back to the original payment method.
- Order cancellation is only possible before we ship (typically within 24h of placing).
How to report
Reach us via either channel:
- Email: [email protected]
- LINE: @hellmeat (use the "Chat on LINE" button on the site)
Please include: order number (e.g. HM-00001), the affected item(s), and photos of the product and packaging (crucial for in-transit damage claims).
Refund process
- Report within 7 days with photos.
- We review and respond within 2 business days.
- If in scope, we initiate the refund within 7 business days.
- Refund lands in your original payment method (PromptPay: 1–2 days; credit cards: 3–7 business days depending on issuing bank).
Order cancellation
You may cancel before we ship — orders typically dispatch within 1–2 business days, so reach out as quickly as possible via email or LINE. Once shipped, an order can't be cancelled but is still subject to the exceptions above.
What's not covered
- Change of mind after delivery
- Reports made beyond the 7-day window
- Product opened and partially consumed (unless the item is unsafe to eat)
- Damage from improper storage by the customer
This policy aligns with Thai food-industry standards and consumer protection law.