Effective Date: June 2026
At Poukou Halal Food, customer satisfaction is important to us. Due to the nature of food products and food safety regulations, certain restrictions apply to returns and refunds. Please review our policy carefully before placing an order.
General Return Policy
Because many of our products are perishable, frozen, refrigerated, or food-related, most food items cannot be returned once they have been delivered, picked up, or accepted by the customer. This policy helps ensure the safety and quality of products for all customers.
Eligible Refunds and Replacements
We may offer a refund, replacement, or store credit if:
- You receive the wrong item.
- Your order arrives damaged.
- A product is spoiled upon arrival.
- A product is defective due to manufacturing or packaging issues.
- An item is missing from your order.
- We are unable to fulfill your order.
To qualify, you must notify us within 48 hours of receiving your order and provide photographs when applicable.
Non-Returnable Items
The following items are generally not eligible for return:
- Fresh meat and poultry products
- Frozen foods
- Refrigerated products
- Produce
- Dairy products
- Prepared foods
- Opened food products
- Products without original packaging
- Products damaged due to customer handling or improper storage
Food safety regulations prevent us from accepting returns on these products once they have left our control.
Non-Food Merchandise
Non-food merchandise may be returned within 30 days of purchase if:
- The item is unused
- The item is in its original packaging
- The item is in resalable condition
- Proof of purchase is provided
Customers are responsible for return shipping costs unless the return is due to our error.
Online Orders
If an online order is cancelled before processing, a full refund may be issued.
Once an order has been processed, packed, or shipped, cancellation may not be possible. If cancellation is approved after payment processing, applicable processing fees may be deducted from the refund amount.
Delivery Orders
Customers should inspect all products at the time of delivery.
Any issues involving damaged, missing, incorrect, or spoiled items should be reported within 48 hours of delivery.
We reserve the right to request photographs and additional information to evaluate refund requests.
Pickup Orders
Customers should inspect all products before leaving the store.
Once products have been accepted and removed from the premises, returns on food products may not be available except in cases involving quality concerns or fulfillment errors.
SNAP/EBT Purchases
Purchases made using SNAP/EBT benefits are subject to USDA and applicable federal regulations.
Eligible SNAP/EBT items that are approved for refund may be credited back to the original EBT account whenever required by applicable regulations.
Cash refunds cannot be provided for SNAP/EBT purchases except where permitted by law.
Refund Processing
Approved refunds are generally processed within 5–10 business days after approval.
Refund timing may vary depending on your financial institution, payment provider, or EBT processor.
Refunds will be issued to the original payment method whenever possible.
Fraud Prevention
Poukou Halal Food reserves the right to deny refund requests that appear fraudulent, abusive, or inconsistent with this policy.
Repeated refund requests, excessive claims, or suspected misuse may result in account restrictions or refusal of future service.
Contact Us
For questions regarding returns or refunds, please contact:
Poukou Halal Food
585 Tinton Avenue
Bronx, NY 10455
Email: sales@poukouwholesale.com
Phone: 860-576-8568
We are committed to working with our customers to resolve issues fairly and promptly.