Returns, refunds and cancelling an order

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel an order without giving a reason. No fault needs to be found and no explanation is needed.

When the clock starts. The right begins the moment you place the order — you can cancel before it has even been picked — and it ends fourteen days after the day the goods come into your hands, or the hands of someone you asked to take them in for you. The courier does not count.

If your order arrives in more than one parcel. Our two suppliers pack separately, so an order drawn from both arrives as two deliveries, often on different days. Where that happens the fourteen days run from the day the last parcel arrives, for the whole order.

You can cancel part of an order. There is no need to send everything back. Tell us which lines you are cancelling.

This is a consumer right. If you are buying for a business it does not apply to you; your rights under the Sale of Goods Act 1979 do.

Any clear statement that you are cancelling will do. Pick whichever is easiest:

Send it inside the fourteen days. If you post the notice on the fourteenth day it counts, even though it reaches us later. If it ever came to a dispute it would be for you to show that you cancelled in time, so email is the safer route — it timestamps itself, and you keep the copy.

There is no cancel button in your account and no automatic recall. Orders go to the supplier quickly, and once a parcel is with the courier we usually cannot stop it. That does not affect your right to cancel: you can still cancel, you will simply receive the parcel first and send it back.

Fourteen days to post it. Once you have told us you are cancelling, you have a further fourteen days to send the goods back or hand them over. You do not need to wait to hear from us before you start, but for anything supplied by The Good Grocer please read the next section first — we have to give you an address.

Who pays. On a change of mind the cost of getting the goods back to us is yours, and we do not provide a prepaid label — except on Good Grocer items, where we pay it, for as long as this page does not publish an address for them. Groceries are heavy, so it is worth weighing the parcel before you decide: on a small order the postage can come to more than the refund. Keep your proof of postage, and use a tracked service for anything valuable — until it reaches us it is your parcel.

What condition it has to be in. You may handle and inspect the goods as you reasonably would in a shop. Opening a pack to see what is inside is fine and does not take the right away. Going beyond that is not: if the goods come back worth less than they went out because of how they were handled, we may reduce your refund by the amount of value lost, and we will tell you exactly what we have deducted and why.

Please put your order reference in the parcel. Without it we cannot tell whose refund it is.

It depends on which supplier packed it. The product page names the supplier for every line, and so does your order confirmation email. If you are not sure which is which, email us the order reference and we will tell you where to send it.

Whole Food Earth items. Send them, marked “Kiuki returns” and with your order reference inside, to:

The Good Grocer items. We do not yet publish a return address for these, and we are not going to print one we cannot stand behind. Email [email protected] with your order reference before you post anything and we will send you the address, and cover the cost of getting it there, within one working day. Until a return address appears on this page, Kiuki pays the cost of returning Good Grocer items, whatever the reason for the return. You should not be out of pocket because we have not published an address.

Telling us you are cancelling is what stops the clock. The fourteen days you have to send the goods back do not start until we have given you somewhere to send them — if we are slow, that is on us, not on you.

Please do not send Good Grocer goods to Ramsgate, and do not send anything to our registered office — neither can take goods in, and a parcel sent there takes longer to sort out. If a parcel does end up in the wrong place, tell us: your cancellation still stands, we will help trace it, and we will not use it as a reason to withhold your refund.

When. Within fourteen days of the goods reaching us, or of the day you show us you have sent them — a proof of postage is enough — whichever comes first. If you cancelled before anything was dispatched, within fourteen days of you telling us.

How. Back to the card you paid with, through Stripe, against the original payment. There is no other route: we hold no card numbers and cannot pay a refund to a different card or an account. Banks typically take five to ten working days to show it after we send it. We will email you when it goes.

The delivery charge. If you cancel the whole order we refund the goods and any delivery charge you paid with them — £6.95 if it was charged, and nothing extra if your order was over £60 and qualified for free delivery. If you cancel only part of it, we refund the goods you are sending back and the delivery charge stands, because a parcel was still delivered to you. We will not go back and charge delivery on what you keep, even if the rest of the order now falls below the £60 free-delivery threshold. There is only one delivery option on this site, so there is never a premium service to deduct.

No fee. We do not charge a restocking fee, an administration fee or a handling fee. The only thing that ever comes off a change-of-mind refund is a deduction for lost value, as set out above.

The regulations carve out a short list. It is shorter than most food shops pretend. There is no general rule that food cannot be returned, and we do not claim one.

Things that spoil or go off quickly. Goods liable to deteriorate or expire rapidly are outside the right to cancel. This covers genuinely short-life food — fresh, chilled, or anything with days rather than months on it. It does not cover ambient dried goods with a long best-before date, which is nearly everything on this site: flours, pulses, nuts, dried fruit, grains, spices, tins, jars, oils. Those are returnable in the ordinary way. Opening a pack to see what is inside does not take the right away; it may only mean a deduction for lost value, and we will tell you the figure.

Sealed goods that cannot go back once opened, for health or hygiene reasons. Some beauty and bodycare lines carry a seal for exactly this reason. While the seal is intact you can cancel and return as normal. Once you have broken it, the right to cancel on that item goes. This applies to the item you unsealed, not to the rest of your order, and it does not apply to a cardboard outer or a shrink-wrap that is there for transport rather than hygiene.

Anything made to your specification or clearly personalised. We do not currently sell anything like this, so in practice it does not arise.

Alcohol is not exempt. The regulations exempt alcohol only in a narrow case that has nothing to do with a grocery order — drink bought as an investment and delivered more than thirty days out. You can cancel a bottle you have bought here like anything else. If you have opened it we can still take the cancellation, but an opened bottle is worth little, so expect the deduction for lost value to take most or all of the refund — and we will tell you the figure before we make it.

None of this touches your rights if something is faulty. A perishable item and an unsealed cosmetic are still covered by the section below if there is something wrong with them.

You do not have to use this. Any clear statement will do. It is reproduced here because the regulations require us to make it available, and because it saves you working out the wording. Copy it into an email, or print it and post it.

The order reference line is ours, not the statutory form’s. It is the fastest way for us to find you.

This is different from changing your mind, and better for you: you never pay the postage on a return like this, and the deadlines are not the same.

Faulty goods. Under the Consumer Rights Act 2015 what we sell has to be of satisfactory quality, as described, and fit for its purpose. If it is not, you have thirty days from delivery to reject it and get your money back in full. For food, the law shortens that to the period the food could reasonably have been expected to last if that is less than thirty days — so tell us quickly about anything perishable. After the thirty days, or if you would rather, you can ask for a replacement, and if that does not put it right, for a refund or a price reduction.

Damaged in transit. The goods are ours until they reach you, not yours from the moment they leave the warehouse. If a parcel turns up crushed, split or leaking, that is a fault, and it is our problem. Photograph it before you unpack any further — a picture of the parcel as it arrived settles these in one email.

Wrong item, or something missing. Tell us what the packing note said and what was actually in the box. We will send the right thing or refund the line, whichever you prefer. Do not post anything back until we have replied — often we would rather you kept it than paid to move it. Occasionally a supplier only breaks a case at a set quantity, so you may find more of an item than you ordered; that is deliberate and you have not been charged for the extra.

Best-before and use-by dates. If something arrives out of date, or with so little life on it that it cannot reasonably be used, that is a fault. Send us the date printed on the pack.

Allergens. Where a product page carries no allergen information, it means we do not hold it — not that the product is free of anything. If you need to know before you order, email us and we will get it from the supplier; if we cannot, we will not sell it to you. If a pack turns out not to match what the page said, that is a fault and we want to hear about it the same day.

For any of these, email [email protected] or message us on your order. Photographs of the item, the label and the batch or date code make it much faster. If a return is needed we will arrange it and cover the cost.

Nothing here limits your statutory rights, and nothing on this site excludes our liability for death or personal injury caused by our negligence, or for fraud. It could not, and we would not try.

Where we can give one, your confirmation email carries an estimated arrival date, worked out from the day the order goes to the supplier: dispatch on the first working day from Monday to Thursday, then two working days in transit. On some orders we cannot estimate at the point of confirming, and the email says so instead. Estimates slip, and a day or two late is usually the courier catching up.

If it has clearly gone astray, message us on your order or email [email protected], and we will chase the supplier. Where no delivery date has been agreed, the law gives us thirty days from the order to deliver; if we miss that, or miss a date we have agreed with you and that date mattered, you can treat the order as at an end and we refund it in full.

If an item has been withdrawn from our catalogue between you filling the basket and reaching the payment page, it is dropped from the order and you are told before you pay. You are not charged for it.

Stock is a separate matter. Our stock figures are refreshed through the day but they are not live to the second, so an item can sell out at the supplier after you have paid. When that happens we cancel the whole order and refund it in full, and email you to say which item caused it — you do not have to ask. Taking money for a parcel nobody can pack is the one outcome we will not have. If you would rather have had the rest of that order, reply to that email and we will re-place it at the prices you were originally charged. You keep every other right on this page.

We have to be straight about this. Until 21 August 2026 Kiuki did not give shoppers the cancellation information the regulations require. Where a trader fails to give it, the fourteen-day cancellation period does not simply run out — it is extended, by up to twelve months.

So if you ordered before that date, your right to cancel is still open: up to twelve months and fourteen days from the day your order arrived. Email [email protected] with your order reference and we will honour it on the terms set out above. We would rather tell you that than hope you do not find out.

From that date this information also goes out with every order confirmation, so the ordinary fourteen days apply.

Email [email protected], or open your order from the tracking link in your confirmation email and message us there. There is no phone line and no separate complaints department — complaints come to the same inbox as everything else, and are answered by the people who can actually fix them. There is more on the contact page. We are not a member of an alternative dispute resolution scheme; taking part in one is voluntary, and if we cannot settle a complaint between us we will write to you naming a certified provider and saying whether we are willing to use it.

Kiuki Ltd is registered in England and Wales, company number 13217195, at 20–22 Wenlock Road, London N1 7GU. Use that address for a cancellation notice by post — but not for returned goods, which have their own address.