Refund & Return Policy

This policy applies to products supplied by FFIB under a confirmed order. It does not create rights beyond those in the written agreement for a given transaction, and it does not apply to preliminary quotations or inquiries, which are non-binding.

Refunds are handled case by case in accordance with the agreement governing the specific order. Where a refund (in whole or in part) is agreed — for example, for a documented non-conformity that cannot be remedied by replacement — it is issued to the original payer using the original payment method unless otherwise agreed in writing.

Once a refund is agreed and any required return or disposition of goods is completed, we process refunds promptly. Timing of receipt may depend on your bank or payment provider.

Because ingredient products vary widely — in perishability, storage requirements, and regulatory status — return eligibility depends on the specific supply agreement and product type. In general, a return or claim requires that:

• You notify us within the claim window set in your order agreement or, where none is stated, promptly after delivery.
• The product is demonstrably non-conforming to the agreed specification or certificate of analysis, or was damaged in transit under terms where FFIB bears that risk.
• The product remains in its original, unopened packaging and has been stored according to the documented storage conditions, except where the claim itself concerns the packaging or condition on arrival.
• Supporting documentation is provided — batch/lot numbers, photographs, delivery records, and (where relevant) independent test results.

Please do not return any product before receiving written return instructions from us; unauthorized returns may be refused. Where a claim is accepted, resolution may take the form of replacement, credit, or refund, as agreed for that order.

Products are supplied to the manufacturer’s specifications and accompanying certificate of analysis (COA) for the relevant batch. Warranties, where applicable, are those provided by the qualified manufacturers of the products; FFIB passes through such warranties to the extent it is able to under its supplier arrangements. Except as set out in the agreement governing your order, FFIB makes no additional warranty, express or implied, including merchantability or fitness for a particular purpose. Buyers remain responsible for confirming suitability of a product for their intended application.

Where a product is non-conforming and replacement stock meeting the agreed specification is available, we will ordinarily offer replacement (exchange) as the first remedy, on a timeline agreed with you. If replacement is not practical — for example, due to lead times or availability — we will discuss credit or refund alternatives under the terms of your order agreement.

Unless otherwise agreed in writing, the following are not eligible for return:

• Custom-sourced, custom-processed, or made-to-order products procured specifically for your order.
• Perishable or temperature-sensitive ingredients once they have left controlled storage or the agreed cold chain.
• Products that have been opened, repackaged, relabelled, blended, or further processed after delivery.
• Products stored or handled outside the documented storage conditions after delivery.
• Products supplied conforming to specification, where the reason for return is a change in your requirements or forecast.

To start a claim, contact us with the following information:

• Your company name, contact person, and order/invoice reference.
• The product name, quantity affected, and batch/lot number(s).
• A description of the issue, with photographs and any supporting documentation (delivery records, storage logs, test results).
• Your preferred resolution (replacement, credit, or refund).

We acknowledge claims promptly, investigate with the relevant manufacturer or logistics partner where applicable, and keep you informed through to resolution.

Refund and return requests, and questions about this policy, can be directed to:

• Food & Feed Ingredients Biz Inc. (FFIB)
• Email: sales@ingredients.biz
• Phone (USA): 765.274.9609
• Phone (Canada): 780.284.9000