Return & Refund Policy

We sell raw, perishable beef: portioned, vacuum sealed and dispatched cold from our homebased kitchen in Silang, Cavite. That single fact shapes this whole policy. We cannot take a pack back once it has left our cold chain, so instead we settle problems quickly on Messenger, with the same people who packed your order.

This page sits alongside our Terms of Service, which cover ordering, payment and delivery in full.

Returns

We cannot accept returns once an order has been delivered or picked up. Once a pack has left our hands we have no way to verify how it was kept, so it can never go back into stock and be sold to someone else. That covers change of mind too: your cuts are portioned, sealed and labelled for your order specifically.

Sides, sauces, pantry items and insulated bags travel in the same cold box as the beef, so the same rule applies to them.

What we do instead is put things right. The rest of this page is how.

Check your order on arrival

Please look over the packs while the rider is still with you, or before you leave with a pick-up order. It takes a minute and it is the single most useful thing you can do:

• The cuts, grades and pack weights match what we confirmed on Messenger
• Every vacuum seal is intact, with no leaks or punctures
• The packs are still cold to the touch
• Sides and pantry items are sealed and within their use-by date

If anything is off, message us the same day, and before you cook or refreeze the pack where you can. Telling us early is what lets us judge the condition of the meat fairly, and it lets us raise the case with the courier while the trip is still traceable.

If something is wrong

Message us on Messenger with:

• Your name and the date of the order (resending the summary you sent us is easiest)
• Which pack or packs are affected
• What is wrong, in a sentence
• Clear photos of the pack, its label and its seal, plus the box or bag it arrived in

We will look at it with you and agree the fix: a replacement pack on your next delivery, a refund for the affected pack, or credit against your next order, whichever suits the situation. Anything caused on our side, a wrong cut, a failed seal, a pack that arrived warm on our routing, is ours to make good. There is no minimum order here, so sending a single replacement pack is perfectly normal for us.

Nothing in this policy limits your rights under the Consumer Act of the Philippines (Republic Act No. 7394).

What is normal, and what is a fault

Some things look like defects but are simply how vacuum-sealed beef behaves. These are not faults:

• Pack weights vary slightly. Stated weights are approximate, which is normal for portioned meat. We label every pack with its actual weight, and you are paying for the pack rather than the gram.
• Colour looks dark in the pack. With no air in the seal, beef turns deep red or purplish, and it brightens within minutes of opening. Marbling and appearance also vary naturally between cuts, so a pack will never look identical to our photos.
• Some softening on a long route. If the pack is still cold when it reaches you, it is fine: get it into the freezer straight away. On longer trips an insulated bag at ₱20 to ₱25 is worth adding.

These are faults, so please tell us: a broken or leaking seal, a pack that arrives at room temperature, a cut or grade you did not order, an item missing from the confirmed summary, a sealed side or sauce that is damaged or past its use-by date, or beef that smells or looks wrong when you open it.

If you are not sure which of the two you are looking at, send a photo before opening and ask. We would far rather answer that than have you throw out a good steak.

Refunds

Refunds are agreed case by case, once we have seen the photos and understood what happened. A refund normally covers the affected pack rather than the whole order. Where the cold chain failed across a whole delivery, we refund the whole order.

Approved refunds go back the way you paid:

• GCash, to the number you sent the payment from, usually the same day.
• BPI transfer, to the account you paid from. Bank to bank can take a few working days to appear.
• Cash pick-up orders, in cash on your next visit, or by GCash if you would rather not wait.

We do not offer cash on delivery, so there is never a courier-held payment to unwind.

The Lalamove or Grab fee is a courier charge shouldered by the customer. If a delivery failed because of something on our side, we refund that fee along with the order. If it failed because nobody could receive it or the address was wrong, the rider still made the trip and the fee stands.

Cancellations and changes

Tell us on Messenger as early as you can. Before we have packed your cuts we can cancel or amend anything, and we return in full whatever you have already paid. Once the packs are sealed, labelled and handed to a courier, we can no longer cancel.

Delivery problems

We book the courier, so a delivery that goes wrong is ours to chase. If your order is badly delayed, dropped at the wrong address or damaged in transit, message us and we will raise it with Lalamove or Grab and stay on it with you.

We cannot take responsibility for beef that deteriorated for reasons outside that: an incorrect address, nobody available to receive the order, or a long delay in accepting it after the rider arrives. Once the order is with you, storage, thawing and cooking are yours to manage, and our FAQ sets out how we recommend freezing, thawing and searing each cut.

Contact us

Message us on Messenger or through our Facebook page. We read messages daily, 9am to 9pm.

We are a small homebased kitchen rather than a call centre, so a complaint reaches the person who packed your order. If you think we have called a resolution wrong, say so and we will look at it again.