Refund Policy
At Konbini, we strive to provide high-quality products and excellent customer service. If you're not completely satisfied with your order, our Returns Policy is here to help.
Returns, Refunds, and Cancellation Policy
Our policy is designed to comply with UK consumer rights legislation, including the Consumer Rights Act 2015.
Our returns policy applies to all purchases made from Gourmer Gloucester Limited ("we", "us", "our"), trading as Konbini
At Konbini, we are dedicated to delivering the finest Asian groceries and a seamless shopping experience. We understand that on occasion, you may need to return a product or cancel an order. This policy outlines our procedures for returns, refunds, and cancellations to ensure a clear and straightforward process.
1. Order Cancellation
You have the right to cancel your order at any time before it has been dispatched.
How to Cancel:
To cancel your order, please contact our Customer Service team immediately at
sales@konbini.uk quoting your order number.
Refund for Cancellation:
If we receive your cancellation request before your order is dispatched, we will issue a full refund to your original payment method within 5-7 business days.
If your order has already been dispatched:
If your order has already been dispatched, please follow our returns process outlined below. Please note that for unwanted items, you will be responsible for the return shipping costs.
2. Return Timeframes
The timeframe for returning an item depends on the product type:
Non-Perishable Goods (e.g., sauces, snacks, utensils):
You have 14 days from the date of delivery to initiate a return.
Perishable Goods (e.g., fresh vegetables, chilled or frozen items):
Due to the nature of these products, returns are only accepted if the item is damaged, faulty, or incorrect upon delivery. You must notify us within 48 hours of receiving your order.
3. Return Eligibility
To be eligible for a return, the following conditions must be met:
You must provide a valid proof of purchase (e.g., order confirmation email or receipt).
The return must be initiated within the timeframes specified above.
The item must be eligible for return as per the exceptions listed in Section 8.
4. Product Condition for Returns
Non-Perishable Items: Must be returned unused, unopened, and in their original, undamaged packaging with all seals and tags intact. The product must be in a resalable condition.
Damaged or Faulty Items: If you receive an item that is damaged, faulty, or not what you ordered, please keep it in the state you received it. We will require photographic evidence to process your claim.
5. How to Initiate a Return
We'll respond within 1–2 working days with return instructions.
1. To return an item, please email us at sales@konbini.uk with:
Your full name
Order number
Item(s) to be returned
Reason for return
Any photos (if applicable)
2. Receive Return Authorisation:
Our team will review your request. If approved, we will provide you with a Return Authorisation Number (RAN) and instructions on how to send the item back to us. Please do not send items back without this authorisation.
3. Package the Item: Securely package the item to prevent damage during transit. Include a note with your name and order number inside the package.
4. Ship the Item: Post the item to the return address provided by our team.
6. Refund Process
Inspection: Once we receive the returned item, our team will inspect it to ensure it meets the conditions outlined in this policy.
Notification: We will send you an email to confirm receipt of the item and to inform you of the approval or rejection of your refund.
Processing: If approved, your refund will be processed to your original method of payment. Please allow 7-10 business days for the refund to appear in your account, depending on your card issuer's policies.
Dedications: The initial shipping fee is non-refundable for "change of mind" returns.
8. Shipping Responsibilities
For Damaged, Faulty, or Incorrect Items:
Konbini UK will bear the full cost of return shipping. We will provide you with a pre-paid shipping label or arrange for a collection.
For Unwanted Items / Change of Mind (Non-perishables only):
You, the customer, are responsible for all return shipping costs. We recommend using a trackable shipping service, as we cannot be held liable for items that are lost or damaged during their return transit.
7. Exchange Policy
We only offer exchanges for items that are delivered damaged, faulty, or incorrect. We do not offer exchanges for unwanted items. If you would like a different product, we recommend returning the original item for a refund and placing a new order.
9. Exceptions & Non-Returnable Items
This policy does not affect your statutory rights.
For reasons of health, safety, and hygiene, the following items cannot be returned unless they are faulty:
All perishable goods, including fresh produce, chilled items, and frozen products (unless faulty upon arrival).
Any product that has been opened or unsealed after delivery.Items with a
broken hygiene seal.
Gift cards.
Products marked as "Final Sale" or clearance items.
Buy groceries online with confidence.
Hassle-Free Returns for Peace of Mind
FAQ