Returns and refunds policy
We hope you will be happy with the Goods purchased from us; however, we do understand that at times, there maybe the need to return a product to us for an exchange or a refund. If this is the case, please ensure that all procedures and terms are followed as stated in this policy. Failure to do so, may result in us rejecting your exchange, return, and refund. We do not accept third party returns, only from the original purchaser. This policy does not affect your legal rights as a consumer. All final decisions are made at the discretion of Pentaluck Limited and Pentaluck Limited t/a Oriental Delight (Norwich).
Order Cancellation (Website)
We accept order cancellations if it has not been dispatched. If the order has been dispatched, then unfortunately we will not be able to cancel it as this means it is in the hands of the courier. You will have to accept the order on delivery and contact us to arrange for a refund of the Goods minus the original Shipping Costs. The actual refund process may take up to 30 days after the receipt of your returned parcel. If you would like to cancel an order, please call us on 01603 485 590 as soon as possible during our working hours. The cost of the return will also be paid by the customer. It’s the responsibility of the customer to ensure that any Goods being returned are well packaged and received by us in a re-saleable condition, sealed and unopened.
Changing Your Mind (Non-Faulty Items) for items ordered via the website
In accordance with UK distance selling regulations, you are entitled to change your mind and cancel your order for any reason within 14 calendar days. Please note that this does not apply to all perishable Goods like Fresh or Frozen Goods such as Meats, Seafood, Dim Sum, Dumplings, and Bakery to name a few. You must ensure that you notify us within the 14 calendar days and ensure that the Good(s) will reach us within the 14 days after you have notified us. The cost for the return will be covered by you, the Customer, for Goods which are not damaged, faulty, or mis-described. We will only refund the cost of the Goods upon safe receipt of it, excluding any initial postage costs. When returning the Goods, the Customer will need to pack it appropriately to ensure that the product will not be damaged in transit. Please also note that any unwanted items must not be opened or used and remain in a re-saleable condition when we receive the return. If you return an opened or used item to us, we will not be liable to make any compensation, refund or replace to you.
Claims for Damaged Items
For all local customers, the driver will allow enough time for you to check all your Goods for damages and shortage. Once you have checked and signed for the Goods, you acknowledge that there are no damages or shortages and that any future claims will not be entertained by us. If a damage or shortage is found upon delivery – when checked with and acknowledged by the driver, we will endeavour to send the replacement out to you as soon as possible, the next delivery day or where possible the following day.
For non-local customers, where Goods are delivered by couriers, all Goods should be inspected by the Buyer on receipt. Any damages to the Goods must be reported to us within 48 hours of receipt otherwise the Goods will have deemed to have been accepted by the customer and that any future claims will not be entertained by us. To make a claim for damaged goods within the 48-hour timeframe, please call us on 01603 485 590 or email us at: [email protected]. You will need to send us a photo of the damaged item for us to assess. Once we make the approval and acknowledge the damage, you will need to return the product to us. If we are satisfied that the Goods were not in accordance with our contract to supply you it, we will cover the postage for the return. Once the return has been made, we will compensate you (by means of a refund, replacement, or price reduction where appropriate). If you only have one item ordered, the original postage and the cost of the Goods will be refunded. If you ordered more than one item and the damaged Goods was one of them, we will only refund you the cost of the damaged Goods excluding postage.
Claims for Shortages
At Oriental Delight (Norwich) we hope that all customers are happy with the products and the services they receive hence throughout our store we have CCTV surveillance and procedure in place to ensure that your order is completed in full.
If you cannot find an item, please re-check the package as there are occasions where small items are caught inside the filler packaging. Further, please check the delivery note as items are occasionally out of stock.
In the event that we have made a mistake and there is a shortage, for all local customers, please refer to how the “claims for damaged items” will be dealt with. The same terms and procedures apply.
In the event that there is a shortage for goods delivered by third party couriers, please ensure that you promptly report this to us within 48 hours of receiving the goods (subject to the delivery record by the third-party courier). We will not accept any claims that are reported after the 48-hour time frame. After receiving your claim, we will do our best to investigate the shortage as soon as possible. If it is proved to our satisfaction that the Goods supplied were missing, we will compensate you (by means of a refund or replacement where appropriate).
Claims for Incorrect Items
If we have made a mistake and sent you an incorrect item, for local deliveries, our driver will take back the incorrect item straight away upon delivery and our team in store will process a refund or replacement, where appropriate, within 2 working days. If your product was delivered by third party couriers, please promptly report this to us within 48 hours of receiving the goods (subject to the delivery record by the third-party courier). We will not accept any claims that are reported after the 48-hour time frame. After receiving your claim, we will do our best to investigate the error as soon as possible. If it is proved to our satisfaction that the Goods were supplied in error, we will compensate you (by means of a refund or replacement where appropriate) after the incorrect item has been returned to us. Please ensure that the item is well packaged to prevent damage during transit. We will cover the cost of the return.
Making a Return
You can return items to us by following these steps:
- Call us on 01603 485 590 to notify us that you would like to make a return or send us an email at [email protected].
- Once we approve of the return, post the item(s) together with a copy of your invoice/delivery note which you received, indicating the item(s) you are returning and send to the following address: Oriental Delight (Norwich), 1-3 Whiffler Road, Norwich, Norfolk NR3 2AG
- You are welcome to bring the item(s) back to us in store with the accompanying invoice.
- If you are posting the item(s) back to us, please ensure that it is well packaged to ensure that the item is not at risk of damage during transit. We will not be responsible for any damages made during transit, which may affect your return/exchange.
- We also recommend that you obtain a proof of postage or tracking for all returns made to us.