We pack fresh and frozen items using our poly box and sorba freeze ice pack system.
* Our ice pack system can keep the frozen items below 3°C upon arrival. The frozen items might be slightly defrosted on the surface, but will still be in their best condition for refreezing or immediate consumption. Once your parcel has been received, please place these items in the freezer straight away.
Receiving the Parcels
You must ensure that you are at the address on the day of delivery to sign for the parcels. Any frozen or fresh items that are damaged because of a failed delivery attempt are non-refundable.
Complaints
Any complaints about the fresh and frozen items must be reported to us within 2-3 hours after you receive the parcels. Tuk Tuk Mart holds the right to make the final decisions for any complaints after that.
Returns and Refunds
If you wish to return any item after you have received your order, you may do so within 14 working days after the parcel being delivered. Items can be exchanged or refunded provided they are unopened in the original packaging and in a resaleable condition. Unfortunately, we are unable to offer refunds for any fresh vegetables, chilled or frozen items.
*Please note that if you return any item due to a change of mind, you are liable for any return postage costs and postage costs for the exchange.
Broken or damaged item
We try to ensure all parcels are packaged well. But in the event that an item in your parcel is broken or damaged during transit, please contact us straight away within 14 days so we can investigate the cause. To start the claim, we require a photo of the damaged/broken item. From this, we can then either replace or refund you.
Incorrect or missing item
In the unlikely event that an item from you order is incorrect or missing, please contact us straight away within 14 days and inform our team which item(s) are missing. From this, we will send you the correct item and we will be liable for any extra postage costs. We may also ask you to send back the incorrect item for which we will provide the return label.
Wrong Address
Parcels delivered to the incorrect address due to the customer inputting the wrong address are destroyed by DPD and we cannot issue refunds or send a new parcel, without repayment.
