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REFUNDS, STOCKS AND DELIVERY UNDER SPECIAL CIRCUMSTANCES:
Under specific circumstances, we may have to cancel certain orders wholly or partly due to matters beyond our control. For an example the Corona pandemic (Covid-19) has caused severe supply issues across the globe. As a result we may not receive our routine supplies with the same quantities that we used to receive, resulting to withdraw some or all of the products we have on offer. In such situations we reserve the right to close down our entire online store, cancel and refund certain orders already placed by customers wholly or partly.
Our Gift Cards are Non-Refundable and Non-Returnable.
We will consider the availability of stock, quality of existing stock and ability to deliver within an acceptable time frame.
We will refund our customers as appropriate using the original method of the payment.
DEFECTIVE, DAMAGED, SPOILED OR DISCOLOURED GOODS:
Our quality guarantee for 100% satisfaction
We guarantee the quality of our goods including fresh, chilled and frozen products. You must inspect the goods on delivery and notify the delivery driver or us promptly in writing if you find any damages to the packaging or goods. Our contact details are given at the bottom of this page.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make things right for you.
If there is any dissatisfaction with your order we will promptly and fully refund the cost of any goods that do not meet with your reasonable satisfaction or arrange for the delivery of replacement goods, provided that you notify us within 24 hours of delivery of any defective or damaged goods.
We will arrange with you for the goods to be returned to us. If you have a complaint of defective, damaged, spoiled or discoloured goods, we will require photographic evidence of such conditions of goods. Without evidence we cannot process any claims. Therefore, it is important that you take sufficient evidence for such claims.
We will not accept any further claims for loss from or in connection with the supply of faulty goods, whether direct, indirect, consequential or otherwise, howsoever arising.
Some damages are inevitable during transit as there are multiple individuals and exchanges involved during door to door transit of the parcels. However, we will be happy to assist to resolve any such issues that occurred during transit of the parcels. We have a standing order with all our couriers not to deliver any damaged parcels to our end customers so they are required to be returned to us if the parcels are damaged for whatever the reason. This way we assure you our best possible service. In an unfortunate event of a parcel delivery we aim to resolve such matters as fast as we can and we agree with our end customers all available options, including re-delivery of the order with a fresh replacement delivery.
There are certain exceptions however. If the customer decided to divert the parcel to a local collection point (i.e. a parcel shop that handles dozens of parcels from various couriers) or to a neighbour or a safe place there could be damages occurred to these parcels after our courier delivered your parcels to your chosen delivery point. We are unable to take the responsibility of any damages or losses to your parcel in case of you decided to divert your parcel from the doorstep delivery.
METHOD OF PAYMENT AND REFUNDS:
Payment can be made by Credit or Debit Cards, PayPal, Apple Pay, Google Pay and Shop Pay.
There will be no credit issued on our online service. Only after the payment is received, we are able to dispatch your order for delivery.
Any refund that we agreed to pay will be paid back to you to the original payment method or as credit vouchers to be used in our store with your next purchase.
SUBSTITUTING AND OUT OF STOCK PRODUCTS:
There may be occasions that some of our popular and seasonal products are out of stock. This could be due to various reasons beyond our control, e.g., no supplies, weather conditions, off-season, high-demand, etc. If your ordered item(s) or part of the quantity you ordered is out of stock and we are unable to source them within an acceptable time frame before we can dispatch your order, we reserve the right to either substitute them for similar products, give you a refund for out-of-stock items or cancel your order. In an unlikely event that we have to cancel your order, we will be in touch with you prior to cancel your order.
Where we could substitute such items, we shall select the best possible option for you considering the original price you paid.
e.g.:
Provide you with 5 x 1kg Red Rice packs in case of 5kg Red Rice bags are out of stock or wise versa
Provide you with Larich Seeni Sambol jar in case of MD Seeni Sambol jars are out of stock.
AMENDMENTS TO ORDER AND CANCELLATION RIGHTS:
The order confirmation e-mail you receive from us confirming your order will set out the last time that, you may amend your order prior to delivery.
You have up to 1 hour (one hour) to amend or cancel your order from the time that the order was placed/paid. If we have already dispatched your order you may be charged for the full delivery charge. In case of a cancelled delivery after dispatch, the customer is responsible to return the goods in order in re-sellable and sealed condition at their own cost. However, we reserve the right to charge for any perishable products delivered. Refund will be subject to these terms and conditions. Customer will need to arrange and pay for the return delivery in case they wish to cancel the order after we dispatched their order.
All products are subject to availability and we try our best to provide an alternative product in case of out-of-stock item or we shall refund the cost of the items that are not available to fulfil the order.
Refund could take up to two weeks on cancelled orders.
Amended orders may be dispatched at a later date of delivery requested. If you do need to expedite your delivery then a surcharge will be added to your invoice, which required to be paid before we can dispatch your order. Additional items can be added to your existing order within the 1-hour time duration and the additional payments required received prior to the dispatch of the order.
SPECIAL OFFERS AND PROMOTIONS:
From time to time, and in our complete discretion, sale of goods may be subject to special offers. In the event that such a special offer applies to your purchase, the terms of such special offer shall be subject to these Terms and Conditions. If there is any conflict between the terms of a special offer and these Terms and Conditions, these Terms and Conditions shall prevail unless specifically excluded.
We may change the terms of special offers, or withdraw them altogether, at any time and without prior notice.
We will honour at the offer price any order placed by you before an offer ends, or is amended or withdrawn.
We reserve the right to offer in our complete discretion different customers different special offers, promotions.
No two or more promotions or discounts can be clubbed together in one order, unless offered by our online platform.
Free Standard UK Mainland delivery for orders over a specific order value is an offer, which we may change or remove at our sole discretion. Free delivery offer threshold is applicable after all discounts and other offers are applied.
All customer complaints to be sent to via email to: sales@ceylonsupermart.com within 24 hours of order delivery. Due to the nature of the goods we sell, we cannot accept any complaints after this time period.
Damage to goods must be accompanied with evidence, such as photographs.
Customers may also contact us on telephone: +44 (0)208 550 4566
RETURNS:
Our Gift Cards are Non-Refundable and Non-Returnable.
To be eligible for a return, your item must be in the same condition that you received it, unopened or unused and sealed with tags, and in its original packaging. You’ll also need the proof of purchase like your order number and email address in the order.
To start a return, you can contact us at sales@ceylonsupermart.com. If your return request is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be refunded for goods or delivery. Cost for any returns that are not subject to any reasonable damage to the items must be paid by the customer.
EXCEPTIONS / NON-RETURNABLE ITEMS
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
