Return & Refund Policy 退換貨及退款政策
退換貨及退款政策
最後修訂：2026 年 6 月 25 日
我們以全程冷鏈、細心包裝處理每一張訂單，並對真正的瑕疵負責到底。如貨品送到時出現錯漏、損壞或變壞，我們希望以迅速而公道的方式為你妥善處理。以下清楚說明申報程序、我們如何界定瑕疵（以及哪些只是新鮮優質食材的正常現象），還有我們的處理方式。
如何申報
- 收貨時即時拍照或拍片。請清晰拍下受影響的貨品 —— 包裝，以及問題部位的特寫。清晰的相片或短片，讓我們無需猜測即可評估你的申報。
- 於申報時限內聯絡我們。請於該類別的時限內（見下方列表），把相片／影片透過 Facebook 或 WhatsApp +852 9833 8559 發送給我們。沒有相片或影片，我們將無法評估申報。
- 請妥善存放貨品，暫勿丟棄。請以正確溫度存放貨品（冷凍 −18°C、冷藏 2–6°C），並在我們回覆指示前，請勿丟棄。我們或需查看貨品或安排取回。
申報時限
請於下表所列時限內申報，時限由送貨時間起計。
| 類別 | 申報時限 |
|---|---|
| 訂單錯漏 — 貨品錯誤、漏發或數量不符 | 送貨後 24 小時內 |
| 冷藏水果 | 24 小時內 |
| 冷藏肉類及海鮮 | 24 小時內 |
| 刺身 / 生食 | 24 小時內，並須於 24 小時內食用 |
| 冷凍貨品 | 5 日內 |
| 乾貨 | 5 日內 |
哪些屬於瑕疵 —— 哪些只是正常現象
新鮮優質食材本身帶有天然特性。分清兩者，能為大家省卻時間，以下是我們界定的標準。
正常及外觀現象 —— 並非瑕疵
- 水果壓痕與琥珀色半透明果肉。瘀傷並不等於變壞。樹上熟成的水果出現輕微壓痕，以及表皮下出現細小的琥珀色／半透明果肉，屬正常現象 —— 下方果肉仍可食用。
- 真空包裝肉類的顏色變化。在缺氧環境下，真空包裝肉類會自然轉深色；接觸空氣片刻後便會回復原色。這屬正常氧化現象，並非變壞。
- 約 10–15% 的天然脂肪比例。油花與天然脂肪層，是優質肉件的一部分。
關於水果，可參閱我們的日本水蜜桃品質指南，更全面了解何謂正常、何謂真正的瑕疵。（指南尚待發佈。）
真正的瑕疵 —— 本政策涵蓋
- 腐爛、發霉，或發酵／酸味、異味
- 果肉內部崩解，或果核／種子位變深、變黑
- 大面積軟爛塌陷，或滲漏
- 貨品錯誤或漏發
我們逐件評估
我們會逐件查看受影響的貨品，而非以整箱計算。少數幾件外觀壓痕的貨品，並不代表整箱貨品有瑕疵 —— 因此我們會就真正受影響的貨品作評估及處理，其餘完好的貨品則維持不變。
我們的處理方式
真正的瑕疵 → 我們會就受影響的貨品安排換貨或退款。
外觀問題 → 雖然這些並非瑕疵，但我們或會按個別情況，以商譽購物金作為善意表示。
甚麼是購物金？記入你 iBuddies 帳戶的金額，可按等值抵扣日後訂單 —— 善意直接帶到你的下一次購物。
條款
- 須提供清晰顯示問題的相片或影片，以便我們評估申報。
- 當貨品已被食用超過 10%，我們將無法受理申報。
- 在我們有機會審視之前已被丟棄的貨品，視為放棄申報。
- 送貨後因存放不當而造成的損壞（例如未放入雪櫃／冰格），不在涵蓋範圍內。
如需取回貨品
部分申報我們或需查看貨品。如有需要，我們會在處理過程中安排司機上門取回 —— 你無需郵寄或自行送回。
你在香港法律下的權利
凡我們在業務運作中售貨，《貨品售賣條例》（第 26 章）即隱含一項條件，即貨品具可商售品質（merchantable quality）（s.16(2)）。何謂「可商售」，須按在顧及貨品說明、貨價及其他一切有關情況後可合理預期的標準評定（s.2(5)）。
就新鮮食材而言，這項合理預期的標準十分重要：熟成水果上的輕微外觀壓痕，仍可屬可商售品質；而腐爛或內部崩解則不屬於。這正是本政策所界定的同一條線。
根據《商品說明條例》（第 362 章）（s.7），我們會誠實說明每件貨品的等級與產地 —— 你所讀到的，正是你所收到的。
本政策的任何內容，均不影響或排除你在香港法律下不可排除的法定權利。
本頁為一般資訊，並非法律意見。
聯絡我們
就任何品質問題，我們的團隊樂意為你協助。
Facebook：iBuddies
WhatsApp：+852 9833 8559
Return & Refund Policy
Last revised 25 June 2026
We pack every order with care and a proper cold chain, and we stand behind genuine defects. If something arrives wrong, damaged, or spoiled, we want to make it right — quickly and fairly. Here is exactly how to make a claim, what we consider a defect (and what is simply normal for fresh, premium food), and how we resolve things.
How to file a claim
- Photograph or video the issue on arrival. Capture the affected item clearly — the packaging, and a close-up of the problem. Clear photos or a short video let us assess the claim without guesswork.
- Message us within the report window. Send the photos/video to us on Facebook or WhatsApp +852 9833 8559 within the time window for that category (see the table below). Without a photo or video we are unable to assess a claim.
- Keep the item stored correctly — don't discard it yet. Hold the item at the right temperature (frozen at −18°C, chilled at 2–6°C) and please do not throw it away until we have advised you. We may ask to see it or arrange a pickup.
Report windows
Please report within the window below, measured from the time of delivery.
| Category | Report window |
|---|---|
| Order errors — wrong item, missing item, or wrong quantity | Within 24 hours of delivery |
| Chilled fruit | Within 24 hours |
| Chilled meat & seafood | Within 24 hours |
| Sashimi / 刺身 | Within 24 hours, and eaten within 24 hours |
| Frozen goods | Within 5 days |
| Dry goods | Within 5 days |
What counts as a defect — and what's simply normal
Fresh, premium food has natural character. Knowing the difference saves everyone time, so here is the line we draw.
Normal & cosmetic — not a defect
- Fruit bruising and amber, translucent flesh. A bruise is not spoilage. On ripe, tree-ripened fruit, light pressure marks and a small amber/translucent patch under the skin are normal — the flesh beneath is still edible.
- Colour change in vacuum-packed meat. Without oxygen, vacuum-packed meat naturally darkens; it returns to colour after a short time in the air. This is normal oxidation, not spoilage.
- Natural fat ratio of roughly 10–15%. Marbling and a natural fat layer are part of quality cuts.
For fruit, see our Japanese Peach Quality guide for a fuller picture of what's normal versus a real defect. (Guide pending publish.)
A genuine defect — covered by this policy
- Rot, mould, or fermentation / a sour or off smell
- Internal breakdown, or a darkened / blackened seed or pit area
- Large collapsed, mushy areas, or leakage
- A wrong or missing item
We assess each piece individually
We look at each affected item on its own, not the whole carton. A few cosmetically bruised pieces don't make an entire box defective — so we assess and resolve the genuinely affected pieces, while the sound pieces stand.
How we resolve it
Genuine defects → we'll arrange a replacement or a refund for the affected items.
Cosmetic issues → while these aren't defects, we may offer goodwill store credit on a case-by-case basis as a gesture of good faith.
What is store credit? Credit applied to your iBuddies account that offsets future orders at equal value — so the goodwill carries straight to your next basket.
Conditions
- A clear photo or video of the issue is required so we can assess the claim.
- We are unable to accept a claim once more than 10% of the item has been eaten.
- Items discarded before we have had a chance to review them are treated as waived.
- Damage caused by improper storage after delivery (e.g. left out of the fridge/freezer) is not covered.
If we need the item back
For some claims we may ask to inspect the item. If so, we'll arrange a driver pickup during processing — there's nothing for you to post or carry.
Your rights under Hong Kong law
Where we sell goods in the course of business, the Sale of Goods Ordinance (Cap. 26) implies a condition that the goods are of merchantable quality (可商售品質) (s.16(2)). What is "merchantable" is judged by what it is reasonable to expect — having regard to the description, the price, and all other relevant circumstances (s.2(5)).
For fresh food, that reasonableness test matters: minor cosmetic bruising on ripe fruit can still be merchantable, while rot or internal breakdown is not. That is the same line this policy draws.
Under the Trade Descriptions Ordinance (Cap. 362) (s.7), we describe each product's grade and origin honestly — so what you read is what you receive.
Nothing in this policy affects or excludes your non-excludable statutory rights under Hong Kong law.
This page is general information, not legal advice.
Contact us
Our team is happy to help with any quality concern.
Facebook: iBuddies
WhatsApp: +852 9833 8559