Return Policy
At Shan Distribution Network, we strive to provide high-quality products and dependable customer service. Our return policy is designed to keep the process clear, fair, and efficient for both our customers and our team.
Policy Overview
Returns are handled differently depending on product type. Frozen items have strict eligibility requirements tied to delivery condition, while dry items may be authorized within the approved time window. All returns must be authorized in advance through your sales representative.
Quick Summary
- Frozen returns are only accepted in limited approved situations.
- Dry item returns require prior authorization and timing eligibility.
- A Return Authorization Form must be presented to the driver.
- Approved refunds and credits are processed after warehouse review.
Product Category
Frozen Items
Frozen product returns are only accepted under specific approved delivery-related conditions.
Frozen Items
Frozen product returns are only accepted under specific approved delivery-related conditions.
Unfortunately, frozen items cannot be accepted for return except in the following circumstances:
- 1If the item was delivered with a short expiry date, it must be returned with the driver at the time of delivery.
- 2If the item was damaged during transit, it must be returned with the driver at the time of delivery.
Product Category
Dry Items
Dry item returns are based on purchase timing and advance authorization.
Dry Items
Dry item returns are based on purchase timing and advance authorization.
For dry items, returns will only be authorized and accepted for products purchased within 30 days of the return request.
Authorization
General Return Guidelines
All returns must be approved first and supported with a Return Authorization Form.
General Return Guidelines
All returns must be approved first and supported with a Return Authorization Form.
To initiate a return, please contact your sales representative. They will issue a Return Authorization Form (RAF).
Once the RAF is issued, a copy must be presented to the driver at the time of pickup. Drivers will not collect any items without prior authorization from your sales rep.
Handling
Return Process
Returned items must be properly packed and are verified by the warehouse team.
Return Process
Returned items must be properly packed and are verified by the warehouse team.
Please ensure the package is securely packed to help prevent damage during transit.
Returned product will be inspected by the warehouse team and verified against the details listed on the Return Authorization Form.
Account Resolution
Refunds & Credits
Approved returns are reviewed and processed within the stated business window.
Refunds & Credits
Approved returns are reviewed and processed within the stated business window.
If approved, refunds and credits will be processed within 3 business days after the returned item(s) are received and reviewed according to policy.
- RRefunds will be emailed to the customer email address on file.
- CCredits will be applied to your account for future orders, and you will be notified of the approved credit amount.
Not Eligible
Exclusions
Certain products are not eligible for return under this policy.
Exclusions
Certain products are not eligible for return under this policy.
- 1Frozen products that have been opened and are not in their original packaging.
- 2Perishable items, including fresh produce and dairy products.
- 3Items that have been opened, used, or consumed.
Additional Information
Policy Updates & Support
Review this policy periodically and contact our team if you need help with a return request.
Policy Updates & Support
Review this policy periodically and contact our team if you need help with a return request.
Please note that this return policy may be updated without prior notice. We recommend reviewing it periodically to stay informed of any changes.
If you have questions about this policy or need assistance with a return request, please contact our customer service team. We are here to help and ensure a smooth experience with every order.
Need help with a return request?
Contact your sales representative first for authorization. For general support or policy-related questions, our team is available to guide you through the return process.
Need to Return or Exchange a Product?
Visit the Return Portal to start your request. Once submitted, our team will review the information provided and guide you through the next steps based on product type, order timing, and return eligibility.