{"id":16,"date":"2025-11-13T19:47:32","date_gmt":"2025-11-13T17:47:32","guid":{"rendered":"https:\/\/thefreshqueens.com\/?page_id=16"},"modified":"2025-12-03T15:16:01","modified_gmt":"2025-12-03T13:16:01","slug":"refund_returns","status":"publish","type":"page","link":"https:\/\/thefreshqueens.com\/en\/refund_returns\/","title":{"rendered":"Refund and Returns Policy"},"content":{"rendered":"\n<h3 class=\"wp-block-heading\">1. Introduction<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Welcome to The Fresh Queens! We are committed to your satisfaction with our Fresh Pasta and Grrek Donuts Products. This Refund &amp; Returns Policy outlines our approach when you purchase via our website or in-store. By placing an order, you accept and agree to this policy.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. When Returns or Refunds Are Available<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We understand that sometimes things don\u2019t go as expected. You may be eligible for a return or refund in the following circumstances:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>You receive the wrong item or missing item(s).<\/li>\n\n\n\n<li>The item is damaged, spoiled, or not fit for consumption at the point of delivery or pickup.<\/li>\n\n\n\n<li>You accidentally ordered the wrong product and the item is unused, sealed (where applicable) and still suitable for resale, <strong>only for in-store packaged goods<\/strong>, not for fresh perishable meals.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">3. Scope &amp; Exclusions<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Because we serve <strong>fresh food prepared daily<\/strong>, please note the following:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Meals consumed or opened items <strong>cannot<\/strong> be returned or refunded.<\/li>\n\n\n\n<li>Items purchased \u201cas is\u201d, discounted or promotional products may have <strong>limited or no return eligibility<\/strong>.<\/li>\n\n\n\n<li>Customised orders or made-to-order dishes are <strong>non-returnable<\/strong> unless there is a documented error on our part (e.g., wrong ingredients or allergy mistake).<\/li>\n\n\n\n<li>Refunds do not apply to \u201cchange of mind\u201d after the product has been prepared and collected or delivered.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">4. Time-Frames &amp; Conditions for Return Requests<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">To request a return or refund, please follow these steps:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li>Report the issue <strong>within 24 hours<\/strong> of receipt (delivery) or within <strong>2 hours<\/strong> of pickup in-store.<\/li>\n\n\n\n<li>Provide your order number, description of the problem, and <strong>photos<\/strong> if applicable (e.g., damaged packaging, incorrect item, spoiled meal).<\/li>\n\n\n\n<li>For delivery orders: do <strong>not discard the items<\/strong> unless requested; we may need to inspect.<\/li>\n\n\n\n<li>We will review the request and respond within <strong>48 hours<\/strong>. If approved, we may offer:\n<ul class=\"wp-block-list\">\n<li>A full or partial refund (credited to your original payment method).<\/li>\n\n\n\n<li>A replacement order, voucher or discount for your next purchase.<\/li>\n<\/ul>\n<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\">5. Refund Processing<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Refunds are processed to the original payment method. The time taken for funds to appear will depend on your bank or card issuer.<\/li>\n\n\n\n<li>If you paid in-store via cash and the claim is approved, we will issue a <strong>store credit voucher<\/strong> for the equivalent value.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">6. Shipment &amp; Return Costs<\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>As this is a food service business, we typically do not require the customer to ship items back. Unless otherwise specified, we may arrange collection or request photographic evidence.<\/li>\n\n\n\n<li>Delivery fee or standard service charges (e.g., \u201cFree cup of Coca-Cola\u201d promotion) are <strong>not refundable<\/strong> unless the main product is deemed unsatisfactory by our assessment.<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">7. Right to Refuse a Return<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We reserve the right to refuse a return or refund if:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The claim is made outside the required time-frame.<\/li>\n\n\n\n<li>Items appear used, tampered with or altered in a way that suggests personal consumption.<\/li>\n\n\n\n<li>The item is not stored correctly or has expired due to misuse by the customer.<\/li>\n\n\n\n<li>The issue arises from external factors beyond our control (e.g., courier delays\/shipping issues, allergen disclosure after the meal is served).<\/li>\n<\/ul>\n\n\n\n<h3 class=\"wp-block-heading\">8. Changes to This Policy<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">We may update this Refund &amp; Returns Policy from time to time to reflect changes in our business or legal requirements. Changes will apply <strong>immediately<\/strong> upon posting to this page. Please review it periodically.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">9. Contact Information<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">If you have any questions or wish to start a return\/refund request, please contact us:<br><strong>The Fresh Queens<\/strong><br><a href=\"https:\/\/www.google.com\/url?sa=t&amp;source=web&amp;rct=j&amp;opi=89978449&amp;url=\/maps\/place\/\/data%3D!4m2!3m1!1s0x40bae50016d6fb45:0x1334fb50c35f34ed%3Fsa%3DX%26ved%3D1t:8290%26ictx%3D111&amp;ved=2ahUKEwju6bvktfmQAxWoRv4FHY7OHdIQ4kB6BAhREAM&amp;usg=AOvVaw3xDdheyiAFBf_aWlmMxoV3\">Strada \u0218tefan cel Mare 17, Constan\u021ba 900178<\/a><br>Email: <a>info@thefreshqueens.com<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>1. Introduction Welcome to The Fresh Queens! We are committed to your satisfaction with our Fresh Pasta and Grrek Donuts Products. This Refund &amp; Returns Policy outlines our approach when you purchase via our website or in-store. By placing an order, you accept and agree to this policy. 2. When Returns or Refunds Are Available [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-16","page","type-page","status-publish","hentry"],"blocksy_meta":[],"_links":{"self":[{"href":"https:\/\/thefreshqueens.com\/en\/wp-json\/wp\/v2\/pages\/16","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/thefreshqueens.com\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/thefreshqueens.com\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/thefreshqueens.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/thefreshqueens.com\/en\/wp-json\/wp\/v2\/comments?post=16"}],"version-history":[{"count":0,"href":"https:\/\/thefreshqueens.com\/en\/wp-json\/wp\/v2\/pages\/16\/revisions"}],"wp:attachment":[{"href":"https:\/\/thefreshqueens.com\/en\/wp-json\/wp\/v2\/media?parent=16"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}