Refund Policy

At 4 Rivers, customer satisfaction is at the heart of everything we do. We understand that sometimes an order may not meet your expectations, and we are committed to resolving any issues promptly and fairly. Please read this Refund Policy carefully to understand your rights and our obligations when it comes to returns, refunds, exchanges, and cancellations.

This policy applies to all purchases made through our website 4rivers-food.click or any other official sales channel operated by 4 Rivers. By placing an order with us, you agree to the terms outlined in this Refund Policy. For questions or concerns, please contact us at [email protected].

1. Eligibility Conditions for Refunds

We want every customer to be fully satisfied with their purchase. Refunds may be issued under the following conditions:

• Wrong Item Received: You received an item that is different from what you ordered.
• Damaged or Defective Product: Your order arrived damaged, spoiled, or in an unusable condition due to circumstances within our control.
• Missing Items: Part of your order was not included in your delivery or pickup.
• Quality Issues: The food product did not meet the quality standards described on our website or menu, and the issue is documented and verifiable.
• Unauthorized Transaction: A charge was made to your payment method without your authorization. In this case, please also contact your financial institution immediately.
• Order Not Delivered: Your order was confirmed and charged but never delivered within the expected timeframe and no resolution was provided.

To be eligible for a refund, you must meet all of the following requirements:

• The refund request must be submitted within the applicable timeframe described in Section 2 below.
• You must provide proof of purchase, such as an order confirmation number or receipt.
• For food quality or damage claims, photographic or video evidence may be required.
• The item must not fall under the non-refundable category outlined in Section 4 of this policy.

2. Timeframes for Refund Requests

Timely reporting is essential for us to resolve your issue effectively, especially given the perishable nature of food products. The following timeframes apply:

Requests submitted after the above timeframes may not be eligible for a refund. We strongly encourage all customers to inspect their orders upon receipt and contact us immediately if there is a problem. This is especially important for perishable food items.

3. Non-Refundable Items and Services

Due to the nature of our food business, certain items and circumstances are not eligible for a refund. These include, but are not limited to:

• Consumed or partially consumed food items where no quality issue was reported at the time of consumption.
• Customized or special-order items that were prepared specifically to your instructions, including personalized cakes, custom catering menus, or made-to-order meals.
• Gift cards, promotional credits, or vouchers purchased or redeemed through our platform.
• Items damaged due to customer mishandling after delivery or pickup, such as improper storage or transportation by the customer.
• Change of mind or personal taste preferences that do not constitute a product defect or error on our part.
• Delivery fees and service charges, unless the refund is the result of an error entirely on our part (e.g., an undelivered order).
• Perishable goods that have been stored improperly after delivery, resulting in spoilage not attributable to our handling or packaging.
• Promotional or discounted items marked as final sale at the time of purchase.

4. How to Request a Refund — Step-by-Step

Requesting a refund from 4 Rivers is straightforward. Please follow the steps below to ensure your request is processed as quickly as possible:

1. Step 1 — Contact Us Within the Applicable Timeframe:
   Send an email to [email protected] or visit our website at 4rivers-food.click to initiate your refund request. Make sure you contact us within the timeframe listed in Section 2.
2. Step 2 — Provide Your Order Information:
   Include the following details in your message:
   • Full name and contact information
   • Order number or confirmation code
   • Date of purchase and delivery or pickup date
   • A clear description of the issue
3. Step 3 — Submit Supporting Evidence:
   If applicable, attach photos or videos clearly showing the damaged, incorrect, or missing items. This step significantly speeds up the review process for food quality and damage claims.
4. Step 4 — Await Confirmation:
   Our customer support team will acknowledge your request within 1 to 2 business days. We may follow up with additional questions to better understand the issue.
5. Step 5 — Review and Decision:
   Our team will review your request and all submitted evidence. You will receive a decision within 3 to 5 business days of your initial submission.
6. Step 6 — Refund Issued or Alternative Resolution Offered:
   If your request is approved, we will process your refund according to the timelines described in Section 5. If a refund is not warranted, we may offer an alternative resolution such as a replacement, store credit, or partial refund.

5. Refund Processing Times by Payment Method

Once a refund has been approved, the time it takes to receive your funds depends on the original payment method used. Please refer to the table below for estimated processing times:

Please note that these timeframes represent the period after we initiate the refund on our end. Additional delays may occur depending on your financial institution's processing times, which are outside of our control. If you have not received your refund after the above periods have elapsed, we recommend contacting your bank or payment provider before reaching out to us.

6. Partial Refunds

In certain circumstances, a partial refund may be issued rather than a full refund. Partial refunds may apply in the following situations:

• Only a portion of an order was missing or incorrect, and the rest of the order was delivered satisfactorily.
• A food item had a minor quality issue that did not affect the overall experience significantly.
• A catering or bulk order was partially completed or partially delivered.
• A discount, promotional credit, or coupon was applied to the original order; refunds will be calculated based on the actual amount paid, not the original list price.
• Items were returned after use or partial consumption with a valid complaint, at our discretion.

The amount of any partial refund will be communicated to you clearly, along with the reasoning. If you disagree with a partial refund decision, please refer to our Dispute Resolution process in Section 10.

7. Exchange Policy

Due to the perishable and consumable nature of food products, direct exchanges are generally not available after a product has been delivered or picked up. However, we offer the following alternatives in appropriate circumstances:

• Replacement Order: If your order was incorrect or significantly substandard, we may offer to send a replacement order at no additional charge, subject to availability and geographic delivery range.
• Store Credit: In lieu of a refund, we may offer store credit equivalent to the value of the affected item(s), which can be applied to your next order.
• In-Store Exchange: For certain packaged food products purchased in person at one of our locations, exchanges may be possible if the item is unused, in its original packaging, and the exchange is requested within 24 hours of purchase.

Exchanges and replacements are offered at the discretion of 4 Rivers management and are subject to product availability. We reserve the right to limit replacements in cases of suspected abuse of our exchange policy.

8. Cancellation Policy

We understand that plans can change. The following cancellation terms apply to orders placed through 4rivers-food.click or directly with our team:

Standard Online Orders

• Cancellations made more than 2 hours before the scheduled preparation or delivery time will receive a full refund.
• Cancellations made within 2 hours of the scheduled preparation or delivery time may be subject to a cancellation fee of up to 50% of the order value, as preparation may have already begun.
• Once an order has entered the preparation stage, it cannot be cancelled and no refund will be issued unless there is an error on our part.

Catering and Large-Group Orders

• Cancellations made 7 or more days in advance of the event date will receive a full refund.
• Cancellations made 3 to 6 days in advance will receive a 50% refund.
• Cancellations made less than 48 hours in advance are non-refundable, as significant resources and preparation will have already been committed.

Pre-Orders and Seasonal Items

• Pre-orders may be cancelled for a full refund up to 5 days before the stated fulfillment date.
• Cancellations within 5 days of the fulfillment date for pre-orders will be reviewed on a case-by-case basis.

9. Dispute Resolution Process

If you are not satisfied with the outcome of your refund or cancellation request, we encourage you to follow the steps below to resolve the matter:

1. Internal Escalation: Contact us again at [email protected] and request that your case be escalated to a senior member of our customer service team. Please include your original case or ticket number. We will respond within 3 business days.
2. Written Formal Complaint: If the escalation does not resolve your concern, you may submit a formal written complaint by email to [email protected] with the subject line "Formal Complaint — [Your Order Number]." We will acknowledge your complaint within 2 business days and provide a final written decision within 10 business days.
3. External Resolution Options: If you remain unsatisfied after our internal resolution process, you have the following options:
   • File a complaint with the Federal Trade Commission (FTC) at ftc.gov/complaint, as our business is governed by the FTC Act regarding fair consumer practices.
   • Contact your state's Attorney General's Consumer Protection Division for assistance.
   • If you are a California resident, you may also exercise your rights under the California Consumer Privacy Act (CCPA/CPRA) where applicable.
   • Initiate a chargeback through your credit card provider or financial institution if you believe an unauthorized or incorrect charge was made.
4. Mediation or Arbitration: For disputes involving significant monetary amounts, both parties may agree to pursue resolution through a neutral third-party mediator or binding arbitration in accordance with the rules of the American Arbitration Association (AAA). Details of this process will be outlined in our Terms of Service.

We are committed to resolving all disputes in good faith and in a manner that is fair to both our customers and our business. We value your feedback and use it to continuously improve our products and services.

10. Consumer Rights Under United States Law

As a consumer in the United States, you are protected by a variety of federal and state laws that govern fair business practices and consumer rights. The following are especially relevant to your interactions with 4 Rivers:

• Federal Trade Commission Act (FTC Act): Prohibits unfair or deceptive acts or practices in or affecting commerce. We are committed to transparent and honest business practices in accordance with FTC guidelines.
• California Consumer Privacy Act (CCPA/CPRA): If you are a California resident, you have additional rights regarding your personal information. Please refer to our Privacy Policy at 4rivers-food.click for more details.
• State-Level Consumer Protection Laws: Depending on your state of residence, additional consumer protection laws may apply. We encourage you to familiarize yourself with the laws in your jurisdiction.

Nothing in this Refund Policy is intended to limit or waive any rights you may have under applicable federal or state consumer protection laws.

11. Policy Updates

4 Rivers reserves the right to update, modify, or change this Refund Policy at any time. Any changes will be posted on this page with an updated effective date. We encourage you to review this policy periodically to stay informed of any updates. Continued use of our website or services following any changes constitutes your acceptance of the revised policy.

12. Contact Information for Refund Requests

If you need to initiate a refund, have questions about this policy, or require assistance with an order issue, please reach out to us through any of the following channels. Our customer support team is here to help.

When contacting us about a refund or order issue, please have the following information ready to help us assist you more efficiently:

• Your full name and email address used for the order
• Your order number or confirmation code
• Date and time of your order and delivery or pickup
• A detailed description of the issue
• Any supporting photos, videos, or documentation

This Refund Policy was last reviewed and updated on May 6, 2026. For the most current version of this policy, please visit 4rivers-food.click.