Returns and refunds

REFUND AND RETURN POLICY Effective date: 2026-06-18

1. Overview At Silver Stream Distribution, we take pride in delivering fresh, high-quality frozen and dairy products. Due to the perishable nature of our products, we have specific guidelines for returns and refunds. Please read this policy carefully before making a purchase.

2. Perishable Goods Due to food safety regulations and the perishable nature of our products (including frozen chicken, fish, and dairy items), we are unable to accept returns on delivered goods unless the product is:

  • Delivered damaged or in compromised packaging
  • Incorrect (wrong item delivered)
  • Past its expiry date at the time of delivery
  • Clearly defective or spoiled upon arrival

3. Reporting an Issue All claims must be reported within 24 hours of delivery. To report an issue, please contact us at:

  • Email: sales@silverstreamdistribution.com
  • Phone: +263 71 909 0983 or +263 78 646 9889
  • Please include your order number, a description of the issue, and photos of the affected product(s).

4. Refunds Once your claim is reviewed and approved, we will process one of the following at our discretion:

  • A full or partial refund to your original payment method
  • A store credit for a future purchase
  • A replacement of the affected item(s) on your next delivery

Refunds are processed within 5–7 business days of approval.

5. Non-Refundable Items The following are not eligible for refunds or returns:

  • Products that have been opened, consumed, or tampered with
  • Products reported more than 24 hours after delivery
  • Products damaged due to improper storage by the customer after delivery

6. Order Cancellations Orders may be cancelled free of charge if cancelled before dispatch. Once an order has been dispatched, it cannot be cancelled. Please contact us as soon as possible at sales@silverstreamdistribution.com to request a cancellation.

7. Contact Us If you have any questions about this policy, please contact us:

  • Email: sales@silverstreamdistribution.com
  • Phone: +263 71 909 0983 or +263 78 646 9889
  • Website: silverstreamdistribution.com