7.1 The position

MRH Site Traders is a business-to-business supplier of frozen food. We do not operate a refund programme, and no right of return or refund arises by virtue of a buyer changing its mind, its market conditions changing, its own customer cancelling, its stock position altering, or a more competitive price becoming available elsewhere.

All payments — including advances, part payments and full prepayments — are non-refundable except in the limited circumstances set out in section 7.3.

7.2 Why

Frozen food cannot be treated like a returnable durable good. Once product leaves our controlled cold chain we cannot verify the temperature history it has been subjected to. Product that has been thawed and refrozen, held above specification, or exposed to an unverified environment is a food safety risk and cannot lawfully or responsibly be resold. A refund and return model would require us to accept back product whose safety we cannot establish, which we will not do.

Beyond that, orders are produced or allocated to specification, custom packaging and labelling are irreversible, and cold storage, production slots and freight are committed at the point of confirmation.

7.3 The limited exceptions

A refund or credit may be issued, at our sole discretion and after investigation, only where:

•  we fail entirely to deliver the goods and no alternative product or revised delivery date is acceptable to the buyer;

•  a duplicate or excess payment has been received in error;

•  a proven quality non-conformity is established under the Returns, Replacement and Quality Claims Policy and we determine that a credit is the appropriate remedy in place of replacement;

•  a refund is required by a mandatory provision of applicable law that cannot be excluded by contract.

Where a refund is approved, it is made to the originating bank account by the original payment method within thirty working days of approval. Bank charges, remittance fees, currency conversion losses and any charges levied by intermediary banks are borne by the buyer. Refunds are made in the currency of the original payment, and we do not compensate for exchange rate movement between payment and refund.

7.4 Credit notes preferred

Where a claim is upheld, our first remedy is replacement product, and our second is a credit note against a future order. A cash refund is the exception and is made only where the two preceding options are genuinely unworkable.

7.5 Relationship to the sales agreement

Where a signed sales agreement contains refund provisions specific to a transaction, those provisions prevail over this page for that transaction. Nothing on this page creates a right to a refund where the signed agreement does not provide for one.

7.6 Chargebacks

Initiating a chargeback, payment reversal or stop-payment instruction in place of raising a claim through the process in the Returns, Replacement and Quality Claims Policy is a material breach of contract. We reserve the right to suspend all supply, declare all outstanding amounts immediately due, and recover our costs.