Refund policy

Refund and Return Policy

At Williams Natural Foods, we sell perishable foods, supplements, and other consumable health products intended for human consumption. For food safety, public health, regulatory, and quality assurance reasons, we cannot accept returns of any product that has been opened, unsealed, or tampered with — including products with broken safety seals, removed shrink-wrap, or damaged tamper-evident packaging. Once a product has been opened or its seal broken, we are unable to verify storage conditions, handling, or product integrity, and the item cannot legally be resold or restocked. This policy is consistent with California Civil Code §1723, which exempts perishable goods, food, and items that cannot be resold for health reasons from standard return requirements, and with FDA regulations governing the resale of opened consumable and supplement products.

30-Day Return Window (Unopened, Sealed Products Only)

You have 30 days from the date you receive your order to request a return. To be eligible, all of the following must be true:

• The product must be unopened, sealed, and in its original packaging exactly as you received it
• All tamper-evident seals, shrink-wrap, and safety features must be fully intact
• The product must be within its printed expiration or best-by date
• You must have your receipt or proof of purchase
• You must contact us before sending anything back — items shipped to us without an approved return request will not be accepted and will not be refunded

To start a return, email us at communications@williamsnaturalfoods.com with your order number and the reason for return. If approved, we will provide instructions for returning the product to:

12249 San Pablo Ave, Richmond, CA 94805, USA

Return shipping costs are the responsibility of the customer, except in cases where the product arrived damaged, defective, or incorrect (see below).

Damaged, Defective, or Incorrect Orders

Please inspect your order immediately upon delivery. If your product arrives damaged, defective, leaking, with broken or missing seals, spoiled, expired, or if you received the wrong item, contact us at communications@williamsnaturalfoods.com within 48 hours of delivery with:

• Your order number
• Photos of the product, packaging, and shipping label
• A brief description of the issue

We will evaluate the issue and, if confirmed, send a replacement or issue a full refund at no cost to you. Because our products are perishable and consumable, prompt notification is essential — claims submitted after 48 hours may not be eligible for replacement or refund.

Quality Issues With Opened Products

While opened products are not eligible for standard returns, we take product quality concerns seriously. If you open a product and discover a legitimate quality issue — such as visible contamination, abnormal color, odor, or texture inconsistent with the product, foreign objects, evidence of spoilage despite an intact seal, or a suspected manufacturing defect — please contact us at communications@williamsnaturalfoods.com as soon as possible with:

• Your order number
• The product name, lot/batch number, and expiration date (located on the packaging)
• Clear photos of the product and the specific issue
• A detailed description of what you observed

These cases are reviewed and resolved on a one-off, case-by-case basis. Because we are not the manufacturer of the products we sell, we will contact the brand directly to investigate the issue, review the lot history, and determine the appropriate resolution. This process can take time, and we ask for your patience while we coordinate with the manufacturer.

Resolutions may include a replacement, store credit, or refund at our discretion, depending on the manufacturer's findings and the nature of the issue. Please note:

• Quality investigations are not initiated for issues of personal preference (taste, smell, texture, perceived effectiveness, or change of mind)
• We may request that the affected product be retained, photographed, or shipped back for manufacturer testing
• A resolution is not guaranteed and depends on the outcome of the manufacturer's review
• Repeated or unsubstantiated quality claims may be declined

Items That Cannot Be Returned Under Any Circumstances

• Any product that has been opened, unsealed, or had its tamper-evident packaging compromised (subject only to the Quality Issues process above)
• Supplements, vitamins, powders, capsules, or any consumable product no longer in factory-sealed condition
• Perishable goods, including but not limited to sea moss gel, refrigerated items, and any food product
• Products past their expiration or best-by date at the time of return request
• Products that have been frozen, thawed, or stored improperly after delivery
• Sale items, promotional items, and gift cards
• Custom or personalized orders
• Orders refused at delivery without prior authorization

We do not make exceptions to these restrictions for change of mind, dissatisfaction with taste or texture, or perceived effectiveness of supplements. We encourage customers to research products carefully before purchase and to contact us with any questions in advance.

Shipping & Transit Considerations

Because many of our products are perishable, we ship using methods designed to maintain product integrity in transit. Once an order has been delivered, the customer is responsible for promptly refrigerating or storing the product per the instructions on the label. We are not responsible for spoilage or product degradation caused by delayed pickup from the delivery location, failure to follow storage instructions upon arrival, or shipping address errors made at checkout.

Exchanges

The fastest way to get a different product is to wait for your return to be approved (if eligible) and place a new order separately.

European Union 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt without justification, in accordance with the EU Consumer Rights Directive. However, in line with Article 16 of that Directive, this right does not apply to:

• Sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed
• Goods that are liable to deteriorate or expire rapidly (perishable goods)

Our products — including supplements and consumable foods — fall into both categories. EU returns are only accepted for unopened, sealed, in-date products under the same conditions as our standard return policy. Customers are responsible for return shipping unless the product arrived damaged or incorrect.

Refunds

Once we receive and inspect your return, we will notify you whether the refund has been approved. Approved refunds are issued to the original payment method within 10 business days. Please allow additional time for your bank or card issuer to post the refund. If more than 15 business days have passed since approval and you have not received your refund, contact us at communications@williamsnaturalfoods.com.

Questions?

For any questions about this policy or your specific order, contact us at communications@williamsnaturalfoods.com.