Refund policy

Holy Kitchen

At Holy Kitchen, we take care to pack and dispatch your orders properly. If you receive a product that is damaged or defective upon arrival, we are here to help.

Please read the following policy carefully before requesting a return, replacement, or refund.

1. Eligibility for Returns

We only accept returns for products that are damaged or defective upon arrival.

To be eligible for a return, you must contact us within 24 hours of receiving your order.

You will be required to provide clear proof of the damage or defect, such as photographs or videos of the product and its packaging.

2. Non-Returnable Products

Due to food safety and hygiene requirements, the following products cannot be returned:

Perishable food products
Opened food products
Products that have been used, consumed, or tampered with
Products for which the damage or defect was not reported within 24 hours of delivery

This restriction does not affect your rights in relation to products that are damaged or defective upon arrival, subject to applicable law and the requirements of this policy.

3. How to Request a Return

If you receive a damaged or defective product, please contact our Customer Support Team within 24 hours of delivery.

When contacting us, please provide:

Your order number
Your name and contact number
Clear photographs of the damaged or defective product
Clear photographs of the outer packaging and shipping label
A short video showing the issue, where applicable
A brief description of the problem

Our team will review the information provided and let you know whether the return, replacement, or refund request is approved.

4. Return Process

If your return request is approved, we will provide you with instructions regarding the return of the product, where a physical return is required.

Please do not send a product back without first contacting us and receiving return instructions.

Returned products may be inspected to verify the reported damage or defect before a refund or replacement is issued.

5. Refunds

Once we receive and inspect the returned item, where applicable, we will notify you about the status of your refund.

If your refund is approved, it will be processed within 5–7 business days to your original payment method, subject to the processing time of the relevant payment provider or bank.

The time required for the refunded amount to appear in your account may vary depending on your bank or payment service provider.

6. Exchanges and Replacements

We only replace products that are damaged or defective upon arrival.

If you receive a damaged or defective product, please contact us within 24 hours and provide the required proof, including photographs or videos.

If the replacement request is approved, we will arrange a replacement subject to product availability and applicable delivery conditions.

7. Products Damaged During Delivery

If your order arrives damaged, please retain the original product, packaging, and shipping label until our team has reviewed your request.

Clear photographs or videos of the package and product may be required to verify damage that occurred during transportation.

8. Cancellation of Orders

If you wish to cancel an order, please contact us as soon as possible. Cancellation may not be possible once an order has been processed, packed, or dispatched.

Any eligible refund for a successfully cancelled prepaid order will be processed according to the applicable payment and refund procedures.