Refunds, returns, exchanges & cancellations

1. Refund policy

• Approved refunds are sent to the original payment method. Processing by Square or the customer’s financial institution generally takes 5–10 business days after approval.
• Delivery charges, completed labor, and costs already paid to third parties are refundable only when caused by a Fusion Foods error or when required by law.
• If Fusion Foods cancels a paid item or service and cannot provide an acceptable replacement or new date, the customer receives a full refund for the affected amount.
• Refunded purchases do not earn loyalty points. Points earned or used on a refunded amount may be reversed or restored as appropriate.
• Tips are refunded when the associated order is fully cancelled before delivery or service begins.

2. Cancellation policy

Catering, event services, and standard rentals

• Seven or more calendar days before the scheduled date: full refund, less any custom, special-order, or third-party cost that was clearly disclosed and already committed.
• Three through six calendar days before the scheduled date: 50% refund of the cancellable food, rental, or service amount.
• Less than 72 hours before the scheduled date, after production begins, or after staff or equipment has been dispatched: no refund, except for an unfulfilled portion caused by Fusion Foods.
• A reschedule request follows the same deadlines and is subject to availability. One approved transfer of paid amounts to a new date may be allowed; later changes may be treated as a cancellation.

Sunday Special and manufactured-food orders

• A prepaid Sunday Special preorder may be cancelled for a full refund until 12:00 PM Pacific on the Friday before that Sunday Special.
• After that cutoff, or for a same-day Sunday Special order, the sale is final because inventory, production, and delivery capacity have been reserved.
• Wholesale or special-production orders may have a separate written cancellation schedule in the accepted quote or invoice; that disclosed schedule controls.

3. Return policy

Food and consumable goods

• Prepared food, frozen food, jerky, pickles, beverages, baked goods, and other consumables cannot be returned for resale and are final sale once delivered.
• If food is incorrect, damaged, spoiled, unsafe, or materially different from the order, stop using it and submit a service ticket within 24 hours of delivery. Include photographs when safe to do so. Fusion Foods will review the issue and provide an appropriate replacement, credit, or refund.
• A food-safety concern may be reported directly to Fusion Foods and to the Washington State Department of Agriculture.

Merchandise and non-food goods

• Eligible unused, unworn, unwashed merchandise in original condition may be returned within 30 calendar days after delivery.
• The customer is responsible for return shipping unless the product was defective, damaged in transit, or incorrect.
• Personalized, custom-made, final-sale, clearance, hygiene-sensitive, and print-on-demand merchandise is not returnable unless defective or incorrect.
• Do not mail a return until Fusion Foods provides return instructions. Unapproved shipments may be delayed or refused.

Rental equipment

• Rentals must be returned or made available for pickup at the agreed time and in substantially the same condition, ordinary wear excepted.
• Refundable deposits are released after inspection, generally within 5–10 business days, less properly documented late, cleaning, damage, loss, or replacement charges.

4. Exchange policy

• Merchandise size or color exchanges are accepted within the 30-day return window when the replacement is available and the original item is eligible for return.
• Customers may request rental substitutions at least 72 hours before delivery. Approval depends on inventory and may change the price, deposit, or delivery plan.
• Food items may be changed before the applicable cancellation cutoff, subject to availability and any price difference. Food cannot be exchanged after delivery except when incorrect or defective.
• Digital recipes cannot be exchanged after access or download. Before access, an accidental duplicate or incorrect recipe purchase may be reported within seven days for review.
• If a replacement costs more, the difference must be paid before fulfillment. If it costs less, the approved difference is returned to the original payment method.

5. Digital recipes

Digital recipe purchases are final once the file or recipe library entry has been accessed, downloaded, or delivered because the digital content cannot be returned. If access fails, the file is materially defective, or the wrong recipe is delivered, Fusion Foods will restore access, replace the file, or refund the affected purchase. This does not restrict nonwaivable rights.

6. Problems with an order

Inspect deliveries promptly. For merchandise damage or an incorrect non-food item, submit a ticket within seven days after delivery. For food problems, submit within 24 hours. Keep the item, packaging, and photographs until instructions are provided. Fusion Foods may request reasonable evidence but will not require the return of unsafe food.

7. Washington consumer rights

Washington generally allows merchants to establish their own return and refund terms, but the terms must be clearly disclosed and merchants must honor them. Nothing in this policy removes remedies available for defective goods, misrepresentation, an unfulfilled purchase, or another right under applicable law. See the Washington Attorney General’s refund and exchange guidance.

8. Contact

Submit a service ticket or email fusionfoodswallc@gmail.com. Include the order number, customer name, affected item or service, and requested resolution.