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Returns & Refunds

Last Updated: 24 September 2026

At Kally African Foods Store, we want you to be happy with your purchase. If there is a problem with your order, we are here to help.

This Returns & Refund Policy explains when returns, replacements and refunds may be available for purchases made through Kally African Foods Store.

1. Food Products and Returns

Because we sell food products, returns are subject to the nature of the product and applicable UK consumer law.

For health, hygiene and food-safety reasons, we generally cannot accept returns of food products that have been opened, consumed or used, unless the product is faulty, damaged, unsafe, incorrectly supplied or otherwise does not meet your legal rights.

If you have received an item that is damaged, defective, incorrect or unsafe to consume, please contact us as soon as possible so that we can investigate and provide an appropriate resolution.

2. Damaged Products

If your order arrives damaged, please contact us as soon as possible after delivery.

To help us resolve the issue, please provide:

  • Your order number.
  • The name of the affected product.
  • A description of the damage.
  • Clear photographs of the product and packaging.
  • Photographs of any visible damage to the delivery parcel, where applicable.

Please retain the product and its original packaging until we have completed our assessment, as we may need this information when investigating the issue with our delivery provider.

3. Incorrect or Missing Items

If you receive an item that you did not order, or an item is missing from your order, please contact us as soon as possible.

We will review your order and, where appropriate, arrange for the correct item to be sent, provide a replacement or issue a refund for the affected item.

4. Products That Are Spoiled or Unsafe

Your safety is important to us. If a food product appears spoiled, contaminated, unsafe or otherwise unfit for consumption, do not eat or use the product.

Please contact us promptly and provide photographs where possible. Depending on the circumstances, we may offer a replacement or refund.

5. Perishable, Chilled and Frozen Products

Certain products may be perishable, chilled or frozen and may therefore be subject to different return arrangements.

For food-safety and hygiene reasons, we generally cannot accept the return of perishable food simply because you have changed your mind.

This does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied, unsafe or otherwise does not conform to your legal rights.

6. Change of Mind

Under UK consumer law, consumers may have a statutory cancellation right for certain online purchases. However, exceptions can apply to goods that are liable to deteriorate or expire rapidly and certain sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

Because many of our products are food items, the right to cancel may not apply to certain products.

If you are unsure whether a product can be returned or cancelled, please contact us before placing your order.

7. Refunds

Where a refund is approved, we will normally refund the relevant amount using the original payment method used to place the order.

Once a refund has been processed by us, the time it takes for the money to appear in your account may depend on your bank, card issuer or payment provider.

We will let you know once your refund has been processed.

8. Partial Refunds

In some circumstances, we may issue a partial refund rather than a full order refund. This may apply where only certain items in an order are affected.

The amount refunded will normally correspond to the affected product or the amount agreed with the customer, subject to applicable law.

9. Replacements

Depending on the circumstances and availability, we may offer to replace a damaged, defective or incorrectly supplied product instead of issuing a refund.

If the replacement product is unavailable, we may offer a refund or another appropriate solution.

10. Refunds for Delivery Problems

If an order is lost in transit, delivered incorrectly or arrives with damage that affects the products, please contact us.

We will investigate the issue with the relevant delivery provider and work with you to determine an appropriate resolution.

11. How to Request a Refund or Replacement

To request a refund or replacement, please contact us through our Contact Us page or using the customer-service details provided on our website.

Please include:

  • Your full name.
  • Order number.
  • The product(s) affected.
  • A description of the issue.
  • Photographs or other supporting evidence, where applicable.

Providing complete information will help us investigate and resolve your request as quickly as possible.

12. Refund Processing Time

Once we have approved your refund, we will process it as soon as reasonably possible.

The time it takes for the refund to appear in your account will depend on your payment provider or bank.

13. Your Statutory Rights

Nothing in this Returns & Refund Policy is intended to limit or exclude any rights you may have under applicable UK consumer law.

If a product is faulty, not as described, not of satisfactory quality or otherwise does not conform to your legal rights, you may have additional rights and remedies under applicable law.

14. Contact Us

If you have any questions about returns, refunds, replacements or cancellations, please contact:

Kally African Foods Store
African & Caribbean Foods | UK Delivery

Please use the contact details provided on our website when contacting our customer service team.

Kally African Foods Store reserves the right to update this Returns & Refund Policy from time to time to reflect changes to our products, services or applicable legal requirements.