Returns and Exchange

At Kiwanis Food Service, we are committed to providing high-quality products and service to our customers. To ensure food safety and customer satisfaction, our return policy is designed in line with industry best practices and regulatory standards.

1. General Return Guidelines

  • All return requests must be made within 5 business days of delivery.
  • All returns must be accompanied by the original invoice or proof of purchase.
  • Returns require pre-authorization by our customer service or your assigned sales representative.
  • Returned goods must be in original condition, unopened, and suitable for resale unless they are defective or damaged upon delivery.
  • We reserve the right to refuse unauthorized returns or items that do not meet return conditions.

2. Perishable and Temperature-Controlled Products

Due to food safety regulations:

  • Perishable items (e.g., fresh produce, dairy, meat, poultry, seafood) are non-returnable unless:
    • An error occurred in the order (e.g., wrong item shipped), or
    • The product is damaged or spoiled and the issue is reported at the time of delivery.
  • All perishable concerns must be communicated to our team upon delivery or within 24 hours with photo documentation.

3. Frozen Products

  • Frozen products must be returned within 3 days of delivery, in their original, unopened packaging, and must have been maintained at safe temperatures.
  • Products must not show signs of thawing or mishandling.

4. Non-Perishable Food Items

  • May be returned within 5 business days if unopened, undamaged, and in resalable condition.
  • Special-order or discontinued products are not eligible for return unless defective or misdelivered.

5. Non-Food Items (e.g., janitorial, packaging, disposables)

  • Returns are accepted within 30 days of delivery if items are:
    • Unused and in original packaging
    • Not special order or custom items
  • A restocking fee of up to 20% may apply depending on the product and return reason.

6. Damaged or Defective Products

  • Damaged or defective items must be reported within 24 hours of delivery.
  • If approved, we will offer a full credit, replacement, or refund at our discretion.
  • Please retain the product and packaging until the issue has been resolved.

7. Special-Order & Custom Items

  • Items marked as special-order, custom, or non-stock are non-returnable unless defective or delivered in error.

8. Return Authorization & Pickups

  • Contact our Customer Service Team or your Sales Representative to request a Return Authorization Number (RA#).
  • Pickup for authorized returns will be scheduled during your next delivery window or by arrangement.

9. Right to Refuse

We reserve the right to refuse any return that:

  • Lacks proper authorization
  • Is outside of the allowable return window
  • Is not in suitable condition for resale or credit
  • Violates provincial food safety guidelines

For questions or to begin a return, please contact:
Customer Service: 1-519-781-2209
Email: info@kiwanisfs.ca