Refund & Returns Policy

1.1. Right to Cancel Before Dispatch

You may cancel your order for any non-perishable goods at any time before dispatch (i.e. before receiving an Order Dispatched email).

How to Cancel:

Email us immediately at support@konbini.uk, quoting your order number.

Refund:

If your cancellation request is received before dispatch, we will issue a full refund to your original payment method within 5–7 business days.

1.2. Cancellation After Dispatch

If your order has already been dispatched, please follow the returns procedure in Sections 2 and 8.

For “change of mind” returns, you are responsible for the return shipping costs (see Section 8).

1.3. Alcohol Orders – Failed Age Verification

For orders containing alcohol (e.g. sake, soju), if delivery fails due to legal compliance (for example, Royal Mail’s Age Verification (AV) service failure — the recipient is under 18, unable to provide valid photo ID, or appears intoxicated), the order will be automatically cancelled and returned to us.

In such cases, we will refund the product cost only and deduct reasonable associated costs, including:

The original shipping fee,The Royal Mail AV service charge, andAny return shipping fee.

This does not affect your statutory rights.

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, chilled, or frozen items): Returns are only accepted if the item is damaged, faulty, or incorrect on delivery. You must notify us within 48 hours of receipt.

To be eligible for a return:

You must provide proof of purchase (order confirmation or receipt).

The return must be initiated within the relevant timeframe.

The item must not fall under the exceptions listed in Section 9.

Non-Perishable Items: Must be unused, unopened, and in original packaging with all seals and tags intact.

Damaged or Faulty Items: Keep the item as received and provide photographic evidence

to support your claim.

Email: Contact us at support@konbini.uk

with your full name, order number, item(s) to return, reason, and photos (if applicable).

Authorisation: We’ll respond within 1–2 working days with a Return Authorisation Number (RAN) and instructions. Do not send items back without authorisation.

Packaging: Securely package the item and include your name and order number inside.

Post: Send the item to the return address provided by our team.

Inspection: Returned items are inspected upon receipt.

Notification: We’ll email to confirm receipt and advise if your refund has been approved.

Processing: Approved refunds will be processed within 7–10 business days to your original payment method (subject to your bank’s timelines).

Deductions: For “change of mind” returns, the original delivery charge is non-refundable.

We only offer exchanges for items that are damaged, faulty, or incorrect.

For other cases, please return the product for a refund and place a new order.

Faulty, Damaged, or Incorrect Items:

We will cover all return costs. A prepaid label or collection service will be provided.

Unwanted Items / Change of Mind (Non-Perishables Only): You are responsible for return shipping. We recommend using a tracked service, as we cannot be held liable for lost or damaged parcels.

This policy does not affect your statutory rights.

For reasons of health, hygiene, and safety, the following items are non-returnable unless faulty:

-Perishable goods (fresh, chilled, or frozen)

-Opened or unsealed products.

-Items with broken hygiene seals.

-Gift cards.

-Clearance or “Final Sale” items.