Exchanges, Returns, and Cancellations
Exchanges, returns, and cancellations are only applicable to regular-priced items.
Please Note:
- Sale and discounted items, including those purchased using discount codes or during flash sales, are not eligible for exchange, return, or cancellation.
- All exchanges, returns, and cancellations are subject to our approval.
To request an exchange, return, or cancellation, please email SUPPORT@HELLOFRESHPANTRY.COM with the following details:
- Full Name
- Address
- Email Address
- Order Number
- Specific items related to the exchange, return, or cancellation request
Exchange & Return Conditions:
- Requests must be made within 7 working days from the shipping date.
- Items must be unused, unwashed, and in their original packaging.
- Return shipping costs are the responsibility of the customer.
Cancellation & Refunds:
- Cancellations and refunds are not applicable for packages lost in transit. Once the Dispatch Confirmation has been sent, the responsibility for the package transfers to the third-party postal service. Any claims for lost parcels must be made directly with the postal service provider, though we will assist with compensation claims if possible.
- Refunds will be processed via the same payment method used for the original purchase, unless otherwise agreed.
- Refunds will be the amount paid, minus any transaction fees (e.g., shipping costs).
Return Shipping:
- You are responsible for any damage to items during return shipping. We recommend packing the products securely in their original packaging.
- If the product or packaging is used or damaged, we reserve the right to deduct depreciation in value when processing your refund.
- If possible, please provide a tracking number for the return shipment.
Refund Processing Time:
Refunds typically take 1-2 weeks to process.
Defective Items / Incorrect Items Received
We apologize if you’ve received a wrong or defective item. To proceed, please take a photo of the defective area and email your return request to SUPPORT@HELLOFRESHPANTRY.COM. We will respond within 3 working days.
Return Timeline:
- Items must be sent back within 5 working days of receipt (for Singapore orders).
Exchange Conditions for Defective or Incorrect Items:
- Exchanges can only be made for items in original condition—unused and unwashed.
- Items that have been washed or used are not eligible for exchange or refund.
- Exchanges will only be for the same item and colour.
- A refund will be processed if the item is out of stock for exchange.
Product Colour Discrepancy:
- Please allow for a 20% colour variation due to lighting. Variations within this range will not be considered defects.
Exchanges & Returns:
- Exchanges and returns that do not meet the above conditions will be declined.