Return Policy

At Meatsoko Ecosystem, we maintain strict health, safety, and cold-chain sanitation protocols. Because our meat and livestock products are highly perishable fresh foods, we do not accept returns or exchanges once a delivery has been accepted and signed for.

Please review our mandatory doorstep inspection and return conditions below.

1. The Doorstep Inspection Rule (Mandatory)

1. Check Before You Accept: You must physically open and inspect your meat order immediately upon arrival while the delivery courier is still present.
2. What to Verify: Confirm that the meat cuts, quantities, product weights, packaging seals, and overall freshness perfectly match your invoice.
3. Immediate Handback: If you notice an error, damage, or quality issue, you must reject the item immediately and hand it back to the courier. This is the only window available to return a product.

2. When a Return is Accepted

We will accept a return and process a correction only if the items meet these strict requirements:

1. The item was officially rejected during the doorstep delivery inspection and handed straight back to our courier.
2. The item delivered was completely incorrect (e.g., received beef cuts instead of goat cuts) or suffered visible transit damage.
3. The packaging seal was broken or compromised before it reached your doorstep.

3. When a Return is Strictly Refused

To comply with public health guidelines and prevent cross-contamination, we absolutely cannot accept returns or exchanges under any of these conditions:

1. The Courier Has Left: Once the courier leaves your location, the cold chain is officially broken. We cannot accept items back after they have been stored in an unmonitored environment.
2. Improper Post-Delivery Storage: Returns are refused if the meat spoils due to a failure to immediately refrigerate or freeze it after acceptance.
3. Thawed or Prepared Items: Any items that have been unpacked, cut further, seasoned, cooked, or allowed to thaw completely.
4. Customer Absence: Returns or replacements are denied if a fresh order spoils because you were unavailable to pick up the delivery during your scheduled time slot.

4. How to Handle a Discrepancy

If you need to reject an order at your doorstep or notice a missing item on your invoice:

1. Refuse the item and instruct the driver to note the exact reason on their dispatch sheet.
2. Contact Support immediately within 2 hours via our official customer care phone line or web app portal.
3. Our fulfillment team will verify the courier's report and immediately initiate a replacement delivery or process a payment rollback.