Refund & Cancellation Policy

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Last updated: 14 September 2026

We make food. That shapes this policy: we will put right anything that arrives damaged, wrong or missing, but we cannot resell food that has left our control, so we do not accept change-of-mind returns.

Cancelling before dispatch

You can cancel any order free of charge until it is dispatched. Email or WhatsApp us with your order number and we will cancel it and refund you in full.

Cancelling after dispatch

Once a parcel has been handed to the courier it cannot be recalled. If you refuse delivery, the parcel returns to us and we refund the order value less the shipping actually incurred.

When we replace or refund

We will replace the item or refund you, whichever you prefer, if:

• The seal is broken, or the container is damaged or leaking on arrival;
• You received the wrong item or the wrong pack size;
• An item is missing from the parcel;
• The product is within its date but is clearly spoiled.

Please include:

• Your order number
• Clear photos of the damaged or incorrect product
• A brief description of the issue

Once verified, we’ll process a replacement for the affected item at no extra cost.

Note: Items reported after 24 hours of delivery will not be eligible for replacement.

What we cannot accept

• Opened or partly used products, unless the issue is one listed above — for food-safety reasons.
• Change of mind, or a taste preference (heat, salt, sourness vary naturally between batches).
• Oil separation, settling, or darkening with age — these are normal in traditional pickles.
• Claims raised after the window below, as we can no longer establish what happened in transit.

How to raise a claim

Contact us within 24 hours of delivery with the details listed above. Please also photograph the parcel and the outer packaging, and keep the packaging until the claim is settled — couriers require it when we claim against them.

Refund method and timing

Approved refunds go back to the original payment method. We initiate the refund within 2 business days of approving your claim. Your bank or card issuer then typically takes 5–7 business days to credit it; that part is outside our control. Prepaid orders are refunded in full including shipping where the fault is ours.

Cancellation by us

We may cancel an order if the item is out of stock, if the delivery address is not serviceable, or if a price was listed in error. If we do, you get a full refund and we will tell you why.