Fresh Product Satisfaction & Resolution Policy

Why fresh products are handled differently

AtlasFresh primarily sells fresh, perishable, food, fish, and agricultural goods. These products generally cannot be physically returned after delivery because food-safety, temperature-control, contamination, and hygiene requirements prevent safe resale. Change-of-mind returns are therefore generally unavailable for perishable products unless mandatory law requires otherwise. Do not ship food back unless AtlasFresh gives written instructions.

Inspect and report promptly

Inspect the delivery as soon as it arrives, including the product, temperature-sensitive packaging, and quantities. Store or refrigerate/freeze goods immediately as directed. Contact support@atlasfresh.org promptly after delivery and before discarding relevant product or packaging when it is safe to retain them. Reporting speed matters because perishable condition can change rapidly.

Issues this policy may cover

• Products that arrived spoiled, unsafe, materially damaged, or at an unsafe apparent temperature.
• An incorrect product, a missing product, or a quantity materially different from the confirmed order.
• A material difference from the confirmed product specification that goes beyond normal natural variation.
• Delivery damage or handling that materially compromised freshness, packaging integrity, or food safety.

Information we may request

To assess a claim fairly, AtlasFresh may request the order number, product and quantity affected, a description and time of discovery, delivery and storage information, photographs of the product, label, outer and temperature-control packaging, and other reasonable evidence. Do not taste or consume a product suspected to be unsafe merely to gather evidence.

Available resolutions

If a claim is approved, the appropriate remedy may be replacement, reshipment, store credit, partial refund, or full refund. The remedy depends on the affected quantity, evidence, product condition, availability, delivery feasibility, payment method, applicable law, and customer preference where law requires. Refunds ordinarily return to the original method unless law or technical constraints require another lawful arrangement.

Natural variation is not automatically a defect

Normal differences in colour, shape, size, weight, ripeness, texture, marbling, fat, moisture, trimming, or overall appearance are expected in produce and fish and are not automatically defects. Approximate- or variable-weight items may differ within the disclosed tolerance and will be charged or adjusted according to the product listing and checkout terms.

Issues that may not qualify

• Deterioration caused by delayed receipt, an unattended or refused delivery, incorrect address or access information, or failure to collect a shipment promptly.
• Improper refrigeration, freezing, storage, preparation, or other customer handling after delivery.
• Consumption, disposal, or material alteration before reporting when that prevents reasonable assessment, except where immediate disposal was reasonably necessary for safety.
• A preference-based complaint within the product's disclosed natural variation, or a change of mind.
• Fraudulent, duplicated, manipulated, abusive, or materially misleading claims. Such claims may be rejected and account access restricted after appropriate review.

Mandatory rights and contact

Nothing in this policy limits mandatory consumer rights, statutory guarantees, recall remedies, or remedies for unsafe or misdescribed food. AtlasFresh is a trading brand operated by Atlas Digital Assets LLC, not a separate legal entity. Send claims to support@atlasfresh.org. Mail correspondence may be sent to Atlas Digital Assets LLC's official business mailing address for AtlasFresh correspondence: 8206 Louisiana Blvd NE, Ste A #9970, Albuquerque, NM 87113, United States.