Returns, Refunds and Claims
Last updated 6 September 2026. Shaly Foods Inc., a company registered in British Columbia, Canada.
Fresh produce is perishable and cannot be restocked once it leaves our facility, so we handle problems through claims and credits rather than returns. This page explains how. It forms part of our terms of sale.
What you can claim on
- Shortage. You received fewer cartons or pallets than the invoice shows.
- Wrong product. You received a variety, grade, pack size or origin you did not order.
- Damage in transit. Crushed, punctured or temperature-damaged cartons.
- Quality on arrival. Product that does not meet reasonable trade condition for its grade at the time of delivery.
We do not accept claims for product that has deteriorated in your own storage, has been mishandled or held outside its temperature range after delivery, has been repacked or processed, or that you simply over-ordered. Normal variation in size, colour, count and ripeness within trade tolerance for the crop is not a defect.
How to raise a claim
- Note shortages and visible damage on the delivery paperwork before you sign.
- Contact us the same day you receive the delivery, and in any case within 24 hours. Phone or WhatsApp (604) 339-6499, or email contact@shalyfoods.ca.
- Send photographs of the product, the carton, the lot or pack label, and the pallet if the whole pallet is affected.
- Hold the product under refrigeration and do not dispose of it until we have confirmed the claim. We may need to inspect it or arrange a third party inspection.
The 24 hour window matters because condition on a perishable item cannot be assessed after the fact. Claims raised later can only be settled on what the evidence still shows.
How claims are settled
Where a claim is accepted, we settle it one of these ways, at our discretion and in discussion with you:
- a credit against your account, applied to your next invoice,
- replacement product on your next scheduled delivery, subject to availability, or
- a refund to the original payment method where no further orders are planned.
Credits and refunds are limited to the invoiced value of the affected product, plus the freight paid on it where the whole shipment is affected. We do not cover lost retail margin, labour, or other consequential loss. See section 8 of the terms of sale.
Accepted credits are normally issued within five business days of us confirming the claim. Refunds to a card or bank account can take a further five to ten business days to appear, depending on your bank.
Returns of unopened product
We do not accept returns of correctly supplied product that you no longer want. If you have a genuine surplus, contact us before the product ages. Where we can move it we sometimes can help, but that is a commercial courtesy, not a right under this policy, and any restocking is at our discretion.
Cancelling an order
Confirmed orders on our own local routes can usually be changed up to your order cut-off. Imported and pre-booked product cannot be cancelled once it has been allocated to you against an arriving container, because it was bought for your order.
If we cannot agree
Tell us and we will look at it again with the inspection evidence. Disputes that cannot be resolved between us are governed by the laws of British Columbia, as set out in the terms of sale.
Contact
Shaly Foods Inc.
The Produce Terminal, Vancouver, British Columbia, Canada
Phone and WhatsApp: (604) 339-6499
Email: contact@shalyfoods.ca
Hours: 8am to 6pm, seven days a week