Frozen & Chilled Product Delivery Terms

*Product condition is defrosted when received*

We do not guarantee delivery date in circumstances outside our couriers' reasonable control, including (without limitation) any adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of a public or private highway, or form any industrial action whatsoever.

We aim to deliver after dispatch within 2 working days, except for Scotland, Northern Ireland, Isle of Man, Isle of Wight. 

H-mart will NOT be responsible for the damage/defrost of any chilled or frozen items under the following situation:

• If the customer decided to re-arrange the delivery instruction with courier which has caused the frozen/chilled products become spoiled.

• If the delivery has failed due to an incorrect address, no available recipients or the shipping address is not accessible(e.g., flat/house with communal locked gate).

• If the frozen/chilled items are spoiled due to the delay in collecting parcel once delivered.

• If the failed delivery attempts due to building policy(e.g., refused by the receptionist, school).

• Lost parcel due to customer instruction to leave the parcel unattended.

• Damaged items NOT reported to H-mart within 72 hours after receiving.

• Failed/Non-delivery NOT reported to H-mart by 72 hours of the scheduled delivery date.

H-mart will only be responsible for the damage/defrost of any chilled or frozen items under the following situations:

• Lost parcel due to courier left unattended without customer instruction.

• Parcel delivered to the wrong address by courier’s mistake, excepted the flat reception.

• Product damaged during the transit and reported to H-MART within 72 hours after receiving.

*For the refund, all the items must be collected by our courier.

Packing material charge for the ice pack and polystyrene boxes is the table below.