Returns and Refunds
We are the food distribution company that cares
Return & Discrepancy Policy
As a trusted wholesaler of imported food products, we take pride in sourcing and distributing high-quality goods from a diverse range of international suppliers to customers across Canada. Given the nature of many of our products and the complexities involved in global supply chains, we have established the following Return and Discrepancy Policy to ensure transparency, consistency, and fairness in addressing any order-related concerns. This policy outlines the procedures and timelines for reporting discrepancies and helps us maintain the highest standards of product integrity, food safety, and customer satisfaction.
We have a 15-day return policy, which means you have 15 days after receiving your item to action a return.
To be eligible for a return, your item must be in the same condition that you received it, unopened and in its origin packaging.
Inspection Upon Receipt
Customers are responsible for inspecting all deliveries immediately upon receipt. This includes verifying product quantity, condition, and accuracy against the invoice or packing slip.
Damages and Issues
Contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Reports beyond 72 hours of receipt will not be considered.
Minor dents or damage to tins, cans, or outer packaging may occur during transit and are not eligible for refund or compensation unless the product seal is broken.
Due to the nature of crisps, we only accept claims where the packaging seal is compromised. We cannot process claims for breakage within sealed packages.
Notification of Discrepancies (72-Hour Requirement)
If there is any issue with your order—including shortages, damages, spoilage, or incorrect items—you must notify us in writing within 72 hours of receipt of the goods. Notifications received after this 72-hour window will not be eligible for refund, credit, or exchange.
Conditions for Returns or Exchanges
- Products must be stored and handled properly after delivery
- We reserve the right to inspect or request return of the affected goods before issuing a resolution
- Unauthorized returns will not be accepted
Return Shipping Costs
Unless otherwise agreed in writing, customers are responsible for all shipping and handling costs associated with returning products. We recommend using a tracked and insured shipping method, as we are not responsible for items lost or damaged in transit during return.
Eligible Claims
Claims may be considered for the following:
- Damaged or spoiled goods upon delivery
- Incorrect items shipped
- Missing items from the order
- Products that do not meet agreed-upon specifications
All claims must include:
- Order or invoice number
- Description of the issue
- Photographic evidence (where applicable)
- Quantity affected
Perishable goods/ Non-Returnable Items
As a wholesaler and distributor of perishable food products, we are committed to delivering high-quality goods that meet your expectations. Due to the nature of perishable items, all sales are considered final unless a valid discrepancy or issue is reported in accordance with this policy. Due to food safety regulations, we cannot accept returns of perishable goods unless a claim has been approved in advance.
Resolution Options
Upon review and approval of your claim, we may offer one of the following at our discretion:
- Replacement of the affected product
- Credit toward a future order
- Refund for the affected items
Exchanges
Excluding perishable goods, return the item you have, and once the return is accepted, a credit note will be issued and you can make a separate purchase for the new item. Proceed to start a return. To start a return, please contact us at orders@morganwilliams.ca.
Order Cancellations
We understand that plans can change. Orders may be cancelled only if the request is received before dispatch. Once an order has been processed and shipped, it cannot be cancelled or modified.
By placing an order, you agree to these terms. If you need to cancel, please contact us as soon as possible to ensure your request is received in time. For any questions, our customer service team at orders@morganwilliams.ca is happy to assist.
To start a return, please contact us at orders@morganwilliams.ca.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you will first be credited on your account against the original billing if applicable, if not a refund will be coordinated with you via cheque, credit card or EFT, depending on the original method of payment. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at ar@morganwilliams.ca.
Limitation of Liability
Our liability is limited to the value of the affected goods. We are not responsible for any indirect or consequential losses arising from product issues.
Contact Information All discrepancy claims must be submitted to: orders@morganwilliams.ca
Still got questions? Our team of wholesale food suppliers are here to help.
Please don’t hesitate to get in touch with Morgan-Williams for any additional questions or concerns you may have. You can reach us by email or give us a call at (905) 696-0226 (for Eastern Canada orders) or (778) 291-2626 (for Western Canada orders).