Our Policies
1. Product Quality & Authenticity Policy
All food and grocery products sold on our store are sourced, prepared, packed, and handled under strict hygiene and UK food safety standards. We ensure products meet UK regulatory requirements and are managed with transparency and quality in mind. Natural variations in colour, texture, or taste are normal for traditional food products and do not indicate a defect in quality.
2. Imported Products & UK Compliance
All products are imported from India and comply with UK food safety and allergen labelling regulations. Labels are in English, with ingredients and allergens clearly highlighted. Customers should follow storage and usage instructions carefully. Delivery times may vary due to customs clearance or transportation delays.
3. Food Safety & Handling Policy (UK Legal Requirements)
We inspect all products before dispatch to ensure they are safe and meet hygiene standards. All staff involved in food preparation and handling are trained on allergen awareness and safe food handling practices, in line with UK Food Standards Agency guidance.
4. Allergen & Dietary Information Policy
We recognise the importance of clear allergen information and the safety of customers with food allergies or intolerances.
UK Allergen Compliance
Under UK law, we must provide information on the following 14 priority allergens if they are present as ingredients in any food product:
- Cereals containing gluten (wheat, barley, rye, oats)
- Celery
- Crustaceans
- Eggs
- Fish
- Lupin
- Milk (including lactose)
- Molluscs
- Mustard
- Tree nuts (almonds, cashews, walnuts)
- Peanuts
- Sesame seeds
- Soybeans
- Sulphur dioxide and sulphites (if >10 ppm)
How Allergen Information Is Provided
- For pre-packed products, allergens are emphasised within the ingredients list on the label.
- For non-prepacked products, allergen information is available in writing (e.g., menu, leaflet, label) and verbal explanations are supported by written notices.
Customers are encouraged to contact us if they have specific dietary requirements or allergy concerns before ordering.
5. Storage & Handling Guidance (Customer Responsibilities)
- All products must be stored according to the instructions on their labels.
- Store perishable products as advised to maintain safety and quality.
- Failure to follow storage instructions may result in spoilage or reduced product life.
6. Ordering & Availability Policy
- Product availability is subject to current stock and seasonal conditions.
- We reserve the right to amend or cancel orders if items are unavailable or do not meet quality standards.
7. Pricing & Tax Policy
- Prices are displayed clearly and include applicable UK taxes unless stated otherwise.
- Promotional prices and offers are available for limited periods.
8. Shipping & Delivery Policy
- Products are packed securely to protect freshness and safety during delivery.
- Delivery times may vary and can be affected by customs, logistics, or external factors beyond our control.
- Some perishable products may have delivery limits or conditions to ensure safety.
9. Returns, Refunds & Cancellations
Returns / Refunds Not Accepted On:
- Opened or used food items
- Any food product where hygiene or safety is compromised
Refunds / Replacements May Be Considered If:
- Incorrect item was delivered
- Damaged or spoiled product on delivery
Customers must report issues within 24 hours of delivery with relevant photos for verification.
10. Consumer Safety & Liability
We take all reasonable steps to ensure product safety and accurate information, including allergen details. Customers are responsible for reviewing the allergen and ingredient information before consumption. We are not liable for reactions due to customer misuse, improper storage, or undisclosed allergies.
11. Policy Updates
We may update these policies at any time to comply with changing UK legislation or best practice. Customers are encouraged to check the policies periodically before placing orders.