CUSTOMER CARE
We’re sorry for the letdown! While we take every precaution in production, things can occasionally go wrong. Most often though temperature breaks during retail handling are the culprit.
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To investigate the issue please:
- For Refunds: Per required industry protocol, all refunds must be processed through the original point of purchase. Please return the product to the retailer for a refund. They require the physical item to audit their cold-chain handling. We know this is a hassle, but it’s the most effective way for us to fix gaps in the supply chain and ensure you get your money back.
- Investigation: Complete the form below so our lab can verify manufacturing samples and our team can inspect the store’s display & contact distribution.
What Happens Next?
Once submitted, your details are sent to our Quality Assurance lab. We pull retention samples from that specific batch to verify manufacturing integrity.
Simultaneously, the regional representative for that store is notified to conduct an on-site inspection of the retailer’s cold-chain and display fridges.
Are these issues common?
We strive for perfection, but because our puddings are fresh and perishable, they are sensitive to the environment.
Quality issues are most often caused by “temperature breaks” (interruptions in refrigeration) during transit or in-store storage.
Your feedback is incredibly helpful! It’s the best way for us to identify these gaps and ensure our standards are met throughout the supply chain.
Will I hear from You?
Once we’ve synced the lab results with the store’s feedback, a member of our team will reach out to you directly.
We aim to be as thorough as possible, so please allow 3–5 business days for the investigation to wrap up.
Please note that due to our limited capacity (as we’re a small team) this may take a a little longer.
Our Safety & Quality Standards
We are proud to be FSSC 22000 certified, a globally recognized food safety management system.
This, along with our SANHA (Halaal) and Beth Din (Kosher) certifications, means every batch we produce undergoes rigorous testing and must meet strict compliance protocols before it ever leaves our facility.
When you provide us with your feedback, you’re helping us maintain these high-level certifications.
Traceability: The Importance of the Batch Code
Think of the batch code as the “DNA” of your pudding. It allows us to trace the product back to the exact time of production, the ingredients used, and even the specific staff members on shift.
Without this code, we cannot accurately check our retention samples (the samples we keep at the lab from every single batch). This is why the code is the most important piece of information you can provide!
Batch codes begin with ‘BN:’ and are paired with the Best Before Date. (Underside of the cup)
Regulatory Compliance & The Consumer Protection Act
To stay compliant with the Consumer Protection Act and national food safety laws, we follow a specific “Chain of Custody.”
Legally, for a product to be flagged as a safety concern or for a refund to be issued, the item must be returned to the point of purchase.
This ensures the retailer can safely dispose of the stock and allows us to officially log the incident for our annual regulatory audits.
