Refund and Returns Policy
Refund & Return Policy
Last updated: 10 September 2026
Thank you for shopping with Tamil Services Online Store. We want you to be happy with your order. This Refund and Return Policy explains when we can accept returns, issue refunds, or replace products purchased through our online Asian grocery delivery service.
By placing an order with us, you agree to the terms below. Nothing in this policy affects your statutory consumer rights under applicable UK law.
1. Returns
Because we sell groceries, food, fresh produce and other products, certain items cannot safely be returned once delivered.
If you wish to return an eligible product, please contact us immediately after receiving your order by telephone or email. We recommend contacting us as soon as you notice a problem and, where possible, on the day of delivery.
Please provide:
- Your order number
- The name of the product
- The reason for the return
- Details of any damage, defect or issue
- Photographs where appropriate
Please do not return an item without contacting us first, as we may need to provide you with return instructions.
2. Conditions for Returns
For a non-food or otherwise returnable product to be eligible for return:
- The product must be unused and unopened.
- The product must be in the same condition in which you received it.
- The original packaging, labels and seals should remain intact.
- You must provide proof of purchase or your order details.
- You must contact us promptly after delivery to request a return.
Opened, used or tampered-with products generally cannot be accepted for return, unless the product is faulty, damaged, incorrect, or otherwise covered by your statutory consumer rights.
For food and grocery products, returns may be restricted because of food-safety, hygiene and perishability requirements.
3. Perishable and Fresh Food
For health, safety and hygiene reasons, fresh produce, chilled products, frozen products and other perishable food items are generally not eligible for change-of-mind returns once delivered.
However, if you receive an item that is:
- Damaged;
- Spoiled or unsafe;
- Past its use-by date;
- Incorrect;
- Significantly different from what you ordered; or
- Otherwise defective,
please contact us immediately after delivery so that we can investigate and, where appropriate, arrange a replacement or refund.
Where possible, please keep the affected product and its packaging until we have advised you what to do.
4. Incorrect or Damaged Items
If we have sent you the wrong product, or your product arrives damaged, please contact us straightaway by phone or email.
We may ask you to provide photographs of the product and packaging to help us investigate the issue.
Depending on the circumstances, we may offer:
- A replacement product;
- A refund for the affected product; or
- Another appropriate remedy.
If the issue was caused by an error on our part or the product was damaged before or during delivery, we will not require you to pay the return cost where applicable.
5. Change-of-Mind Returns
For eligible non-perishable products, we may accept a return where the product is unused, unopened and in its original condition.
Unless otherwise required by applicable law, the customer is responsible for the cost of returning an item when the return is due to a change of mind.
The original delivery charge and return postage may not be refundable where the law permits us to exclude those costs.
Food, fresh produce, chilled/frozen goods and other perishable products cannot normally be returned simply because you have changed your mind.
6. Return Shipping
If you are responsible for returning an eligible product, you must arrange and pay for the return postage yourself.
We recommend using a tracked delivery service and keeping your proof of postage, as we cannot be responsible for products that are lost or damaged while being returned to us.
Please do not send products back to the manufacturer. Returns should only be sent to an address provided by us.
7. Refunds
Once we receive a returned item, we will inspect it and determine whether it qualifies for a refund.
If your return is approved, we will process the refund to your original payment method, unless another arrangement is agreed or required by law.
Please allow reasonable processing time for the refund to appear in your bank or payment account. The exact time can also depend on your bank or payment provider.
If a returned product does not meet the conditions of this policy, we may be unable to provide a refund, subject always to your statutory rights.
8. Refunds for Damaged, Faulty or Incorrect Products
If you receive a product that is damaged, faulty, defective or incorrect, please contact us as soon as possible after delivery.
Where we determine that a refund is appropriate, we will refund the relevant amount in accordance with applicable law.
For food products, please contact us promptly because the condition of perishable goods can change quickly.
9. Items That Cannot Be Returned
Unless required by applicable law, we generally cannot accept returns of:
- Opened or used food products;
- Fresh fruit and vegetables;
- Chilled or frozen food;
- Other perishable products;
- Products that have been opened where hygiene or food-safety considerations prevent resale;
- Products that have been damaged after delivery through customer use or handling;
- Products without their original seals or packaging where these are necessary for resale.
This does not affect your legal rights if a product is faulty, unsafe, damaged on arrival, incorrectly supplied or otherwise does not meet the requirements of applicable consumer law.
10. Sale and Promotional Items
Sale and promotional products may be returned where they are otherwise eligible under this policy and applicable law.
A product being on sale does not remove your statutory rights.
11. Exchanges
We may offer an exchange or replacement for an eligible product that is damaged, defective or incorrectly supplied.
If you would like to request an exchange, please contact us immediately with your order number and details of the issue.
12. How to Contact Us
If you need to request a return, refund or replacement, please contact us as soon as possible:
Tamil Services Online Store
Email: [Insert Email Address]
Telephone: [Insert Telephone Number]
Address: [Insert Business/Returns Address]
Please include your order number whenever contacting us about a return or refund.
13. Important Note About Your Consumer Rights
This policy is intended to explain our normal returns procedure and does not limit or exclude any rights you may have under applicable UK consumer protection law.
Where a product is faulty, not as described, not of satisfactory quality, or otherwise fails to meet your legal rights, you may have additional remedies regardless of the conditions set out in this policy.
*Returns & Refunds
Received an incorrect, damaged or faulty item? Please contact us immediately after delivery by phone or email. For food and perishable products, please contact us straightaway so we can resolve the issue promptly. Eligible non-perishable products must generally be unopened and unused to qualify for a change-of-mind return. Customers are responsible for return postage for change-of-mind returns, unless otherwise required by law.