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    Legal & Policies

    Important information about your rights and our obligations

    Returns & Refunds

    We sell food, and most of what we sell is fresh, chilled or frozen. That places real limits on what can be returned — once food has left our premises we cannot know how it has been kept, and we are not permitted to sell it again. This policy explains what we can and cannot refund, and how quickly to tell us when something is wrong.

    Your Legal Rights

    Nothing in this policy affects your legal rights. Everything we sell must be of satisfactory quality, as described, and fit for purpose. If an item is faulty you are entitled to reject it and receive a refund, and for most goods that right lasts 30 days from delivery or collection. The sections below set out how we apply that in a food shop; they do not reduce it.

    Fresh, Chilled and Frozen Food

    Perishable food cannot be returned because you have changed your mind. This includes fresh and chilled products, frozen items, deli counter goods, bakery and anything else with a short shelf life. Food regulations do not allow us to put returned perishable food back on sale, and the law recognises this by excluding goods that deteriorate rapidly from the usual right to cancel a distance purchase.

    This does not apply to food that is faulty, damaged, out of date on arrival or not what you ordered. Those are covered below and are always refundable.

    Items Sold by Weight

    Some items — deli, cheese, salted and smoked fish, and anything else cut or weighed to order — are sold by weight. We weigh as close to the amount shown as we can, but the exact weight of a cut piece always varies a little. You will never be charged more than the price shown when you ordered. A small difference in weight is not a fault and is not refundable on its own.

    Packaged Items — 14 Days to Change Your Mind

    For ambient packaged goods that are not perishable — tinned and jarred food, confectionery, dry goods, household items — you may cancel within 14 days of receiving your order and return them within a further 14 days.

    • Please contact us before returning anything so we can agree the return with you. We cannot identify or process parcels that arrive unannounced. This is a practical step, not a condition on your rights.
    • Items must be unused and in their original, unopened packaging with any seal intact.
    • You pay the cost of returning them unless the item is faulty or was sent in error.
    • We refund the price of the goods plus the cost of our cheapest delivery option. If you chose a faster or more expensive delivery, the difference is not refunded.
    • If items are returned in a worse condition than needed to check them — the sort of handling you could do in a shop — we may reduce the refund to reflect the loss in value.
    • Your refund is issued within 14 days of us receiving the goods back, or of you showing they have been sent.

    Items Sealed for Hygiene

    Some goods are sealed for health and hygiene reasons. Once that seal is broken they cannot be returned unless faulty, because they cannot safely be sold to anyone else.

    Damaged, Incorrect or Poor Quality Items

    Please check your order as soon as it arrives. If anything is damaged, incorrect, out of date or not of satisfactory quality, contact us at support@kalinkastore.com or call +44 7752 942292 and we will arrange a replacement or a refund.

    For chilled and frozen items please tell us within 24 hours, and for everything else as soon as you reasonably can. This is so we can look into what happened while the evidence still exists — refrigerated food cannot be assessed days later. It is not a deadline on your legal rights, which are unaffected.

    We will normally ask for photographs of the item, its packaging and any date label, and of the outer bag or box if something was damaged on the way to you. Please keep the item until we have finished looking into it and do not dispose of it before we ask.

    Missing Items and Orders That Do Not Arrive

    Please check your order against your receipt when it reaches you. If something is missing, or your order has not arrived at all, tell us as soon as you can and in any event within 7 days, so that we can check it against our picking and courier records while they are still meaningful. We will refund or replace anything you paid for and did not receive.

    Looking After Your Order

    Once your order has been delivered or collected, keeping it properly is your responsibility. Chilled and frozen food needs to be refrigerated or frozen straight away. We cannot refund food that has spoiled because it was left out, stored above the temperature on the label, or refrozen after thawing.

    Where We Leave Your Delivery

    If you ask us or the courier to leave your order somewhere rather than hand it to a person — a doorstep, a porch, behind a gate, with a neighbour — your order counts as delivered once it has been left there. We cannot refund or replace an order that is taken, damaged or spoiled after that, so please only ask for this if the place is genuinely secure. Chilled and frozen items left out will not keep.

    Alcohol is never left unattended. It must be handed to someone aged 18 or over who can show valid photographic ID.

    Refusing Items at the Door

    Deliveries are made by an independent courier, not by our own staff, and the courier cannot take items back for us or issue refunds. If something is wrong, please accept the delivery and contact us straight away and we will put it right. This is different from a supermarket delivery, where the driver can take goods away.

    Age-Restricted Items

    Alcohol is sold only to over-18s and we operate Challenge 25. You must be able to show valid photographic ID on delivery or collection. If nobody of legal age can receive the order, the alcohol will not be handed over.

    Click & Collect Orders

    Collection orders are usually ready about two hours after you order, during shop opening hours. The cut-off for same-day collection is two hours before closing — 19:00 Monday to Saturday, and 18:00 on Sunday. An order placed after the cut-off will be ready the next day we are open, and we will contact you by WhatsApp or email to confirm. Please inspect your order at the time of collection: once you leave the premises, perishable items cannot be returned unless they are found to be faulty, damaged, out of date or incorrect. Orders must be collected within 48 hours; after that we cannot guarantee that perishable items will still be fit to sell, and we may have to dispose of them.

    Items We Cannot Supply

    Our shop sells throughout the day, so occasionally an item you have ordered is no longer on the shelf by the time we pick your order. If that happens we will telephone or text you to agree what you would like us to do before your order is sent out — so please give a number you can be reached on at checkout. If we cannot reach you, we will refund the price of anything we could not supply, and we will never substitute a different product without your agreement. If you have an allergy or a dietary requirement, tell us when we call and we will not choose on your behalf.

    Cancelling an Order

    You can cancel or change an order at any time before we have started picking it, and we will refund you in full. Once picking has begun we may not be able to cancel perishable items, because they have already been taken off the shelf and cut or weighed for you.

    Please cancel by telephone on +44 7752 942292. We cannot accept cancellations by email or social media message, because there may be nobody reading them in time to stop your order. If your order has already been collected by a courier, the section below applies instead.

    Delivery Orders — Cancellations

    Deliveries are carried out for us by an independent courier partner. What we can refund depends on how far your delivery has progressed at the moment you tell us, so please contact us as soon as possible — calling is fastest.

    Before a courier has accepted your order, or within two minutes of them accepting. Our courier partner charges us nothing for the journey, so you receive a full refund, including the delivery charge.

    More than two minutes after a courier has accepted. The courier is paid for the journey whether or not it is completed, and that cost is not returned to us. We will refund the cost of your items in full; the delivery charge is non-refundable.

    Once your order has been delivered. The sections above apply — in particular, perishable items cannot be returned unless they are faulty, damaged, out of date or incorrect.

    If the courier cannot hand your order over. If nobody is there to receive it at the address you gave, if that address turns out to be wrong or incomplete, or if valid ID cannot be shown for age-restricted items, the courier returns the order to us. We will refund the cost of your items; the delivery charge is not refundable, because the courier has already been paid for the journey.

    If we are unable to complete your delivery — no courier can be found, we cancel the order, or your order does not arrive — you will receive a full refund including the delivery charge. This policy does not affect your statutory rights.

    How Refunds Are Paid

    Refunds are made to the card or payment method used for the order. We cannot refund to a different card or pay in cash. Once we have issued a refund, your bank usually takes five to ten working days to show it.

    We refund what you actually paid. If an item was bought at a special offer price, the offer price is what we refund, and where a discount applied across your whole order we work out each refund in proportion to it.

    Contact Us

    For any questions regarding our refund policy, please contact us: Email: support@kalinkastore.com Phone: +44 7752 942292 Address: 35 Queensway, London, W2 4QJ

    Last updated: September 2026