Returns Policy

We want our customers to be happy with their products. If for some reason you are unsatisfied with the goods you have received; we will gladly refund you the price of the product (excluding shipping) if the item(s) have been returned to us in its original condition within the refund period. 

If you wish to make a return, please email us at help@indiangrocerystore.co.uk with your name and order number within 14 working days of receiving the goods requesting a refund. Any refund requests made after the 14 day period will be denied unless the goods purchased are deemed faulty. 

The customer is responsible for covering the cost of returning the goods and will have a duty of care for the goods during the refund period. Items being returned should be sent in their original packaging along with the original price tags, labels and invoices. We strongly advise that the return packets are carefully and adequately packaged so that potential damage to the goods in transit can be limited.  

Refunds for returns will only be processed upon the arrival of returned goods to Indian Grocery Store’s warehouse at 7 Garland Road, Stanmore, Middlesex, HA7 1QU within 14 days after the written notification. Refunds will be credited back onto the same payment method used at the time of purchase; after your refund has been processed please allow 5 working days for payment to be credited. 

In the case where the goods you have received have been sent to you in error or does not match those you ordered, unless accompanied by an explanatory note detailing the changes, stating reasons for the changes and setting out your options, you should contact us as soon as possible to arrange a return. You will be given the option to have the goods replaced with those ordered (if available) or to be refunded through the payment method used by you when purchasing the goods. Refunds and replacements will be issued upon our receipt of the returned goods.

Indian Grocery Store reserves the right to exercise discretion with respect to any returns made. 

Faulty Goods

Although we take the greatest of care to make sure that your order is sent to you undamaged, sometimes accidents can happen. If you receive goods that are damaged or defective; please email us at help@indiangrocerystore.co.uk as soon as possible with your name, your order number and an image of the damaged product(s) attached. If the image that you send proves the product to be damaged or under quality, we will refund you the price of the product excluding the cost of shipping. We may in certain instances request for the faulty goods to be mailed back to our nominated address before a refund can be processed, in such cases the cost of shipping will be the responsibility of Indian Grocery Store.   

If goods are damaged in transit and the damage is apparent on delivery, you should sign the delivery note to the effect that the goods have been damaged. In any event, you should report such damage to Indian Grocery Store within 48 hours and arrange for a return. Upon receipt of the returned goods, the price of the goods excluding delivery, as paid by you, will be refunded to you through the payment method used at time of purchase.

Under the Consumer Rights Act 2015 goods that are deemed not perishable must be - as described, fit for purpose and of satisfactory quality. During the expected lifespan of such products your legal rights entitle you to the following: 

  • up to 30 days: if your goods are faulty, then you can get an immediate refund.
  • up to six months: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases.
  • up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.  

However, if these goods develop faults within their warranty period, you are also entitled to a repair or replacement at our discretion under the terms of the product’s warranty.

For faulty goods deemed perishable the Consumer Rights Act 2015 states that perishable goods are not entitled to the statutory 30-day right to reject. The time limit of such goods is limited in instances where the goods are perishable and is therefore determined by how long it is reasonable to have expected the goods to last, for example but not limited to ‘use by date’. As a result, we ask that you contact us within 48 hours of receiving a faulty perishable food to arrange for a return. Upon receipt of the returned goods, the price of the goods excluding delivery, as paid by you, will be refunded to you through the payment method used at the time of purchase.

Exchanges

Indian Grocery Store does not offer product exchanges. However, if you do change your mind about the goods received please do not hesitate to make a return that is in line with our Returns Policy stated above. 

If you have received a defective or damaged product we can offer you a replacement of the same item; simply email our customer service team at help@indiangrocerystore.co.uk with your name, order number and a photo of the damaged item(s) to request your replacement. 

We may in certain circumstances request for the faulty goods to be mailed back to our nominated address before your replacement item(s) are sent; in these instances the cost of shipping will be the responsibility of Indian Grocery Store.