Refund and Returns Policy

Overview

Golden VR Oriental Food Store (GVR) operates this Refund Policy for orders placed on https://goldenvrorientalfoodstore.co.uk (the “Website”). This policy should be read alongside our Terms and Conditions.

Nothing in this Refund Policy affects your statutory rights as a consumer.

Policy

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

1) Overview

We want you to be happy with your order. Depending on the type of item and the issue, you may be entitled to:

  • cancel an order before dispatch;
  • return eligible items for a refund (where the right to cancel applies); and/or
  • a refund, replacement, or other remedy where items are faulty, damaged, incorrect, or not as described.

2) Important note for food and perishable items

Some Goods sold on our Website are perishable or time-sensitive (for example, chilled, frozen, fresh, or short-dated items). Under UK distance-selling rules, the usual “change of mind” cancellation right does not apply to Goods that are likely to deteriorate or expire rapidly.

We also do not accept returns of:

  • opened food or drink, or items with broken seals (unless faulty/not as described);
  • items damaged after delivery due to incorrect storage or failure to follow storage instructions.

3) Cancelling an order before dispatch

If you change your mind, contact us as soon as possible. If your Order has not been dispatched, we will cancel it and refund you.

If the Order has already been dispatched, it may not be possible to stop it in transit. In that case, your options depend on whether the Goods are returnable under this policy (see sections below)

4) Change-of-mind returns (where eligible)

Where the Goods are non-perishable and unopened/unused and in resaleable condition, we may accept a return.

  • You must notify us as soon as possible.

5) Faulty, damaged, missing, or incorrect items

If your order arrives faulty, damaged, missing items, or not what you ordered, please contact us as soon as possible with:

  • your order number,
  • a description of the issue, and
  • photos (where relevant) of the item and packaging.

Where Goods do not conform to the contract (faulty/not as described), you have statutory rights. For many goods, the short-term right to reject is within 30 days from delivery.

For food/time-sensitive items, contacting us quickly helps us investigate and resolve issues properly.

If the issue is confirmed:

  • we may offer a replacement, refund, or other appropriate remedy; and
  • we will not require you to pay return postage where the issue is due to our error or a fault.

6) Delivery and Royal Mail Tracked 24 / Tracked 48

We use Royal Mail Tracked 24 and Royal Mail Tracked 48. Delivery times are estimates and can be affected by factors outside our control.

If your parcel is:

  • marked delivered but not received, or
  • significantly delayed, or
  • lost in transit,

please contact us and we will help investigate using tracking and (where applicable) raise enquiries/claims with Royal Mail.

Royal Mail sets time limits for certain claims (for example, claims for loss and delay must be made within their stated windows).

7) How to request a return or refund

  1. Contact us using the contact details on the Website and include your order number.
  2. Tell us what you want (refund/replacement) and why.
  3. If a return is required, we will confirm the return address and instructions.
  4. Package items securely and include any requested information.

Do not send returns back without contacting us first (this helps us match returns to the correct Order and resolve issues faster).

8) Refunds (how and when)

  • Refunds are made to the original payment method used at checkout.
  • Where the 14-day cancellation right applies, refunds are generally due within 14 days of us receiving the Goods back (or you providing evidence of return).
  • If your refund is approved, your payment provider may take additional time to process the funds back to your account.

Delivery charges are handled in line with your statutory rights (where applicable).

9) Updates to this policy

We may update this Refund Policy from time to time. The version published on the Website is the one that applies at the time you place your Order.

Need help?

Contact us for questions related to refunds and returns.