Refund Policy.

01What's CoveredEligible

You may request a refund or replacement in any of the following scenarios:

• Goods damaged in transit — packaging crushed, contents leaking, seals broken.
• Defective product — contaminated, spoiled, infested, or otherwise unfit for sale.
• Wrong item delivered — picking error on our part (wrong product or wrong quantity).
• Below specification — fails our published quality standards or independent lab test.
• Non-delivery — paid order not received within 7 working days of dispatch.

02Reporting Windows

Different issues have different reporting deadlines. Please follow these so we can resolve quickly:

• Visible damage / wrong item — within 24 hours of delivery.
• Defective or below-spec product — within 48 hours of delivery.
• Hidden defects discovered later — within 7 days, provided product was stored correctly.
• Non-delivery — within 14 days of expected delivery date.

03What's Not CoveredExclusions

• Change of mind — trade orders cannot be returned simply because preferences changed.
• Storage damage — products stored outside their stated temperature, humidity, or shelf-life conditions.
• Bespoke or special-order items — products procured at customer's specific request.
• Used or opened goods — unless the issue was identified before opening.
• Seasonal mangoes — natural seasonal variation in size, ripeness, or sweetness within published tolerance is expected.

04How to Make a Claim

1. Email info@syroglobal.co.site with subject line "Refund Claim — [Order #]".
2. Attach photos of the issue (packaging, product, label, batch number).
3. Include your order number and the date received.
4. Describe the issue in your own words — no formal letter required.

You can also call us directly at +44 (0) 20 0000 0000 during business hours (Mon–Fri, 9am–5pm UK).

05Outcomes

Once your claim is approved, we offer one of the following at your preference:

• Free replacement — dispatched next working day, no charge.
• Full refund — credited within 5 working days of resolution, by original payment method.
• Account credit — applied immediately, usable against your next order.
• Partial credit + replacement — for partial-batch issues, by agreement.

06Collection & Return

If physical return is required, we arrange and pay for collection by our courier — you never bear shipping costs for valid refund claims. Please retain original packaging where possible.

Returned goods are inspected on arrival; any approved refund is processed within 2 working days of inspection.

07Statutory Rights

This policy supplements, and does not replace, your statutory rights under the Sale of Goods Act 1979, the Supply of Goods and Services Act 1982, and the Consumer Rights Act 2015 (where applicable to your business).

Nothing in this policy excludes or limits liability where it would be unlawful to do so under English law.