Returns, Refunds and Cancellations

Chandra Stores, chandrastores.co.uk

Version 1.0. Last updated: [DATE OF PUBLICATION]

This policy explains how to return a product, how to cancel an order and how refunds are handled. It forms part of our Terms and Conditions of Sale.

Nothing in this policy affects your legal rights. Where this policy and your legal rights differ, your legal rights apply.

To start a return, a refund or a cancellation, please use our Contact Us page at chandrastores.co.uk/pages/contact and quote your order number.

1. Which right applies

1.1 Two separate rights may apply, and different rules govern each.

Problem with the product

Change of mind

What it covers

Faulty, damaged, spoiled, out of date, wrong item, not as described

You no longer want the item

Source of the right

Consumer Rights Act 2015

Consumer Contracts Regulations 2013

Time limit

30 days to reject most goods. For perishables, the period the goods could reasonably be expected to last

14 days from the day you receive the goods

Who pays return postage

We do

You do

Products covered

All products

Most products, subject to the exclusions in clause 3

Governed by

Clause 2

Clause 3

2. Problems with your order

Your rights

2.1 Under the Consumer Rights Act 2015 everything we sell must be of satisfactory quality, fit for purpose and as described. These rights cannot be excluded or limited, and this policy does not purport to do so.

2.2 Where a product is faulty, damaged, spoiled, out of date, missing, or not the product you ordered, you are entitled to:

a full refund, where you tell us within the short-term right to reject period. For most goods that period is 30 days from delivery. For perishable goods the period is shortened by law to the time the goods could reasonably be expected to last, which for fresh items may be a matter of days;
a free replacement, provided at our cost and within a reasonable time; or
a price reduction or a refund, where a replacement is not possible or does not resolve the problem.

2.3 Where a fault appears within six months of delivery it is presumed to have been present at delivery unless we can show otherwise, and we will make no deduction from your refund in that period.

How to tell us

2.4 Please contact us through chandrastores.co.uk/pages/contact and provide:

your order number;
the item affected;
a description of the problem; and
a photograph of the product and, where relevant, the packaging and the label showing the date code.

2.5 For fresh, chilled and frozen items we ask you to contact us within 24 hours of delivery where you reasonably can, and for missing items or a missing delivery within 7 days where you reasonably can. This allows us to investigate, trace the batch and check the cold chain while the evidence remains available.

2.6 The timings in clause 2.5 are a request for your co-operation. They do not remove or limit your legal rights, and we will not refuse a valid claim solely because you contacted us later.

Returning the item

2.7 In most cases we will not ask you to return a faulty food item. A photograph is normally sufficient, and we may ask you to dispose of the product safely. Where we do need the product returned, we bear the cost and will tell you how to send it or will arrange collection.

2.8 We do not deduct postage, packing, handling, restocking or administration charges from a refund for a faulty or misdescribed product, and we do not charge you to return one.

Damage in transit

2.9 Goods remain our responsibility until you, or a person you have nominated, takes physical possession of them. Where a parcel arrives damaged, or a chilled or frozen item arrives warm or defrosted, the loss is ours.

2.10 You are not required to refuse the delivery, or to sign for it in any particular way, in order to preserve your rights.

3. Change of mind

Your 14-day right to cancel

3.1 Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel most orders within 14 days of the day on which you, or a person you nominate other than the carrier, receive the goods. You are not required to give a reason.

3.2 Where your order arrives in several deliveries, the 14 days run from the day you receive the last item.

How to cancel

3.3 Tell us clearly, before the 14 days expire, using any of the following:

our Contact Us page at chandrastores.co.uk/pages/contact;
email to [CUSTOMER SERVICE EMAIL];
telephone on [PHONE NUMBER]; or
the model cancellation form at the end of this policy.

3.4 You are not required to use the form. Any clear statement that you are cancelling is sufficient. We will acknowledge your cancellation without delay.

Returning the goods

3.5 You must send the goods back to us, or hand them to our driver where we have agreed to collect, within 14 days of telling us that you are cancelling.

3.6 Return address: [RETURNS ADDRESS]

3.7 You bear the direct cost of returning the goods. We estimate this at approximately £[X] for a standard parcel, although the cost depends on the carrier you choose and the size of the return. Where we have agreed to collect, or where the goods are faulty or misdescribed, you pay nothing.

3.8 Please keep the goods in a resaleable condition. You may handle and inspect them as you could in a shop. Where you handle them beyond that and their value is reduced as a result, we may reduce your refund to reflect the loss in value, but not by more than the price you paid.

Products excluded from the right to change your mind

3.9 The right to change your mind does not apply to the following categories.

Category

Examples in our range

Position

Goods liable to deteriorate or expire rapidly

Fresh vegetables and herbs, curry leaves, fresh fruit, fresh fish and meat, paneer and fresh dairy, fresh sweets and mithai, chilled ready-to-eat items, short-dated bakery

No right to change your mind

Sealed goods not suitable for return for health or hygiene reasons, once unsealed

Spice packs, oils and ghee, pickles, flours and dals, ready meals, cosmetics and personal care, ayurvedic toiletries

Cancellable while sealed. The right is lost only on opening

Goods made to your specification or clearly personalised

A hamper built to your own written specification

No right to change your mind

Goods inseparably mixed with other items after delivery

Loose goods decanted and combined at home

Right ceases once mixed

Frozen goods

All frozen lines

Not returnable on a change of mind once the cold chain is broken. Rights where a frozen item is faulty or arrives defrosted are unaffected and are set out in clause 2

3.10 All other products we sell which are ambient and remain sealed may be returned under the 14-day right to change your mind.

3.11 For the avoidance of doubt:

we do not operate a general exclusion of food from returns;
we do not exclude sale, discounted or promotional items from your legal rights;
we do not charge a cancellation fee, a processing fee or a restocking fee;
we do not deduct postage, packing or card fees from a statutory refund; and
we do not refuse a claim solely because it was reported after a fixed number of hours.

Alcohol

3.12 Alcohol is not excluded from the 14-day right to change your mind. Unopened, sealed alcohol may be returned under this clause in the normal way.

3.13 Where a delivery of alcohol could not be completed because no person aged 18 or over was present to receive it, or because approved photographic identification could not be produced, we will refund the price of the alcohol but not the delivery charge, as the delivery was attempted. Our Alcohol and Age-Restricted Products Policy sets out the full detail.

4. Cancelling before dispatch

4.1 If you wish to cancel before your order has been picked and dispatched, contact us as soon as possible and we will stop the order if we are able to, and refund you in full.

4.2 There is no fee for cancelling. Where the order has already been dispatched, your 14-day right to change your mind under clause 3 applies.

4.3 Because same-day and next-day orders are picked quickly, please contact us promptly. Our current cut-off for stopping an order is [CUT-OFF TIME].

5. Refunds

5.1 The amount refunded is as follows.

Situation

Amount refunded

Faulty, damaged, spoiled, out of date, wrong or missing item

The full price of the item, any delivery charge attributable to it, and your return costs where incurred

Cancellation of the whole order under the 14-day right

The full price of the goods and the standard delivery charge paid. Where a faster or more expensive delivery option was chosen, up to the cost of our least expensive standard delivery

Cancellation of part of an order under the 14-day right

The price of the returned goods. The delivery charge is not refunded where the remainder of the order still required delivery

An item we are unable to fulfil

The full price of that item and any delivery charge attributable to it

Alcohol delivery refused on age grounds

The price of the alcohol, but not the delivery charge

5.2 Timing of refunds:

where there was a problem with the product, without undue delay and normally within [3 to 5] working days of us agreeing the refund;
where you have changed your mind, within 14 days of the day we receive the goods back, or within 14 days of the day you provide evidence that you have sent them back, whichever is earlier. Where we collect the goods, within 14 days of you telling us that you are cancelling.

5.3 We refund to the payment method you used, unless you expressly agree otherwise. We do not charge a fee for issuing a refund. The time taken for funds to appear depends on your bank or card issuer.

6. Exchanges

6.1 We will exchange an item where we hold it in stock. Please contact us through our Contact Us page to arrange an exchange.

6.2 An exchange is offered as a convenience and is not a substitute for a refund to which you are entitled. Accepting an exchange does not give up your right to a refund if the replacement is also unsatisfactory.

7. Products bought in store

7.1 This policy covers orders placed on chandrastores.co.uk. Purchases made in person in our shop are not distance contracts, and the 14-day right to change your mind does not apply to them.

7.2 Your rights under the Consumer Rights Act 2015 in respect of faulty, unsatisfactory or misdescribed goods apply in full to purchases made in store. Our in-store goodwill returns policy is displayed in the shop.

8. If you are unhappy with how a return is handled

8.1 Please tell us through our Contact Us page and we will review the matter. Our Complaints and Dispute Resolution Policy sets out the steps, our response times and what happens if we are unable to reach agreement.

8.2 Free independent advice is available from the Citizens Advice consumer service on 0808 223 1133 or at citizensadvice.org.uk.

Model cancellation form

Complete and return this form only if you wish to cancel the contract. Any other clear statement of cancellation is equally effective.

To: NEW CHANDRA STORES LIMITED, 32 Woodford Avenue, Ilford, England, IG2 6XQ. Email: [CUSTOMER SERVICE EMAIL]. Or use chandrastores.co.uk/pages/contact

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

....................................................................................................................

Ordered on / received on: ..............................................................................

Name of consumer(s): ....................................................................................

Address of consumer(s): ................................................................................

....................................................................................................................

Order number: ...............................................................................................

Signature of consumer(s), only if this form is notified on paper: ...............................

Date: ..............................................................................................................

NEW CHANDRA STORES LIMITED trading as Chandra Stores

Registered in England and Wales, company number 12223357

Registered office: 32 Woodford Avenue, Ilford, England, IG2 6XQ

VAT number: [VAT NUMBER]

Email: [CUSTOMER SERVICE EMAIL]. Telephone: [PHONE NUMBER]