Refund & Returns Policy

We will issue a full or partial refund in the following circumstances:

• Damaged or defective items — goods that arrive visibly damaged, broken, or in unusable condition
• Missing items — items listed on your order confirmation that were not included in your delivery
• Incorrect items — you received a different product to what you ordered
• Significantly not as described — items that materially differ from their product description on our website
• Failed delivery — your order was not delivered and we cannot re-arrange delivery within a reasonable timeframe

You must report any of the above issues within 48 hours of delivery. Reports made after this window may not be eligible for a refund, except where required by consumer law.

The following are generally not eligible for a refund:

• Change of mind — we do not accept returns for items you no longer want after delivery
• Perishable goods — fresh produce, chilled or frozen items, and short-shelf-life products cannot be returned unless they arrive damaged or faulty
• Opened non-perishables — unsealed packaged goods cannot be returned unless defective
• Promotional or discounted items — items purchased at a sale price are refunded at the price actually paid, not the original price

To request a refund, contact us within 48 hours of receiving your order:

Please include the following in your message:

• Your order number
• The item(s) affected
• A brief description of the issue
• Photographic evidence (for damaged or incorrect items)

Once we receive your refund request, we will review it within 1–2 business days. We may ask for additional information or photos to help assess your claim.

We will notify you by email or WhatsApp once a decision has been made. If your refund is approved, we will confirm the amount and the refund method.

We aim to resolve all refund requests fairly and promptly. If you are not satisfied with our decision, you may escalate to your card provider or contact the Citizens Advice Bureau for guidance.

Approved refunds will be issued via one of the following methods:

• Original payment method — refunded back to the card or payment method used at checkout (Worldpay)
• KG Wallet credit — if you prefer, we can credit the refund amount to your Kerala Groceries Wallet for use on future orders. Wallet credits are typically processed faster than card refunds.

Please indicate your preferred refund method when contacting us. If no preference is stated, we will refund to your original payment method.

Once a refund is approved:

• KG Wallet credits — credited within 1 business day
• Card/bank refunds — processed within 3–7 business days. Your bank may take a further 3–5 days to reflect the refund in your account, depending on your card issuer.

Refund timelines may vary around public holidays or during peak periods. If you have not received your refund after 10 business days, please contact us.

You may cancel an order before it has been dispatched. To cancel, contact us as soon as possible via the details above.

Once an order has been dispatched, it cannot be cancelled — but you may still be eligible for a refund on receipt if any item is damaged, missing, or incorrect (see Section 1).

If we cancel your order for any reason (e.g., stock unavailability, delivery restrictions), you will receive a full refund to your original payment method within 3–5 business days.

For all refund and returns queries, please contact: