RETURN & REFUND POLICY

Because our retail operation deals strictly with fresh, chilled, and frozen perishable meat products, our return, refund, and replacement policies are rigidly structured to prevent health safety risks and adhere strictly to localized food regulatory policies.

  1. Strict No-Return Policy

We do not accept physical returns, handbacks, or item exchanges for any delivered food items based on a customer’s change of mind, incorrect items selected by the customer during checkout, general preference shifts, or subjective issues regarding the natural biological characteristics of meat (such as standard fat distribution, muscle fiber lean ratios, or inherent marbling variations).

  1. When You Can Get a Refund or Replacement

We will readily approve a formal store replacement or a monetary refund exclusively under the following specific circumstances:

  • We delivered the wrong item.
  • An item you paid for is missing.
  • The meat shows clear proof of spoilage at the exact time it arrives (excluding courier delays).

Please note: We check and pack every order carefully before it leaves our shop. We are  strictly not responsible and will not issue refunds for packages that are dropped, torn, or damaged by third-party delivery couriers during transit.

3. Mandatory Two (2) Hour Claim & Verification Window

  • You must report any missing, wrong, or spoiled items within 2 hours of delivery.
  • You must send clear photos or videos of the product, the scale readout (for weight issues), and your receipt.
  • Claims made after 2 hours or without photo/video proof will be rejected with no exceptions.
  1. Claims Submission Channels & Contact Support

Contact our team immediately during store hours:

  • Store Location: Monterey Community Market – Malingap, 45 Malingap St., Teachers

Village East, Quezon City

  • Hours: Mon-Sat (7:00 AM – 7:00 PM) | Sun (7:30 AM – 7:00 PM)
  • Phone/Viber: 0917 329 6590 / 0917 120 1255 / 0919 0735 132
  • Email: monterey.onlinemarket@gmail.com

Approved refunds will be sent via GCash or Bank Transfer within 24 to 48 hours.

Thank you for choosing us as your trusted meat partner. Your safety, convenience, and satisfaction are our absolute priorities.