Return Policy

1. Our Return Policy

Gohaq.com understands the importance of receiving frozen food products in the expected condition.

Due to the temperature-sensitive nature of many frozen foods, ordinary change-of-mind returns may not be appropriate after delivery.

However, we recognise that customers may need assistance if a product is incorrect, damaged, defective, or potentially unsafe.

Our return policy is designed to address these situations fairly.

2. Products Eligible for Return or Other Resolution

A return, replacement, or refund may be considered if:

1. The wrong product was delivered.
2. The product packaging is damaged or leaking.
3. The product appears to have thawed or shows other signs of compromised temperature control on arrival.
4. The product is defective or materially different from its description.
5. Another return or remedy is required by applicable law.

The appropriate resolution will depend on the product, the nature of the complaint, and applicable legal requirements.

3. Frozen Food Return Restrictions

For food safety reasons, customers should not send frozen food products back without first receiving instructions from our support team.

Products that have been opened, consumed, improperly stored, or returned through an unapproved method may require additional assessment.

These restrictions do not remove any legal rights customers may have regarding defective, unsafe, incorrect, or non-conforming products.

4. How to Request a Return

To report a problem:

1. Contact Gohaq customer support promptly after delivery.
2. Provide your order number and product details.
3. Explain the issue clearly.
4. Share photographs or other reasonable evidence where available.
5. Follow the instructions provided by our support team.

Please retain the original packaging until your complaint has been reviewed, if reasonably possible.

5. Return Approval

Our team will review each request and communicate the next steps.

Depending on the circumstances, we may arrange a return, replacement, refund, or another appropriate resolution.

Customers should not discard or return an affected product until they receive instructions, unless immediate disposal is reasonably necessary for safety.

6. Return Shipping Costs

Where a return is authorised, responsibility for return shipping or collection costs will be determined according to the circumstances, the applicable policy, and relevant law.

Customers will be informed of any applicable charges before proceeding.