The following items cannot be returned, refunded, or exchanged:
Merch Clothing Items
Discounted Items (if applicable)
Cookbooks
Kitchen Essentials (aprons, oven mitts, dish towels, spatulas, reusable bags, etc.)
The item I received is damaged!
If the purchased product is faulty, reach out to us within 7 days of the delivered date.
Amazon Returns
Please contact us by emailing customersupport@soomfoods.com with the following information within 30 days of receiving your order. We are unable to offer a replacement or refund if your Amazon order is older than 30 days.
name
order number
phone number
mailing address
lot number
photos of product and packaging
Retail/In-Store
Returns or refunds for products purchased from an in-store location should be directed back to the original place of purchase. We are unable to provide exchanges, replacements, refunds, or store credit for products purchased outside of our direct purchase channels.
My question is not addressed...
If you have additional questions regarding returns or refunds, please email us at customersupport@soomfoods.com.
WHOLESALE RETURNS & DAMAGES POLICY
RETURNS
Return requests are evaluated on a case by case basis when the product is undamaged and in resalable quality.
Note that all of our tahini has a 2 year shelf life, so we ask that you first consider the best by dates on the product you’d like to return, and whether you’ll need tahini within that time period. If you will, then we suggest you hold onto the product and avoid the restocking and freight / shipping charges associated with a return.
Soom’s general return policy is as follows:
We do not accept returns of product past the best by date on the label, or that will be past the best by date on the label in less than 250 days, unless otherwise agreed in a distributor / guaranteed sale relationship.
Returns must be initiated within30 days of your receipt of the goods, unless otherwise agreed in a distributor / guaranteed sale relationship.
Restocking fee: 15% of the invoiced amount.
Logistics and costs for return freight or small parcel shipping is your responsibility. If you need our help with the logistics, let us know, however additional fees may apply.
A credit memo will be issued upon receipt of the returned goods and our confirmation of product quantities and integrity. We do not issue refunds by cash, check, or EFT.
Return Request Process
Email your return request to orders@soomfoods.com and CC your sales rep, if known.
Include the following information:
PO# of the order related to your return.
Reason for the return.
Quantity of each product you’d like to return.
How/where did you store the product?
Lot code(s) of each product you’d like to return.
We will respond to confirm the details and next steps. If the return proceeds, you will need to provide us with the return method including carrier, tracking information, and ETD/ETAs.
Once returned goods are received, we will confirm receipt and issue the credit memo, accounting for the restocking fee and any related costs.
DAMAGE CLAIMS
Damage claims will be evaluated on a case by case basis and can be submitted for any product that is damaged upon receipt.
Soom cannot take responsibility for damages that occurred:
After signing a BOL and/or providing Proof of Delivery.
When any customer has repacked and/or reshipped any product to another customer or location.
Soom’s general damage claim policy is as follows:
Damage claims must be sent within 72 hours of receiving goods.
Damage claims must clearly specify quantities (broken down by SKU if multiple SKUs are affected), associated PO#, lot #s, and a description of the damage.
Damage claims must include photos of the damage.
Customers should refuse freight that appears physically damaged upon delivery.
We will investigate the claim and provide an initial response within 2 business days.
If your claim is approved, a credit memo will be issued upon receipt of all requested information. We do not issue refunds by cash, check, or EFT.
Return Request Process
Email your damage claim to orders@soomfoods.com and CC your sales rep, if known.
Include the following information:
PO# of the order related to your claim.
Description of the damage(s) and any other relevant information.
Quantity of each affected product.
Lot code(s) of each product.
We will respond to confirm the details and next steps. If your claim is approved, a credit memo will be issued upon receipt of all requested information.
