Refund and Returns Policy

Last Updated: [May 2025]

Thank you for shopping with Keramat Premium Foods. We take pride in supplying premium-quality rice to businesses across the UK. Please read our Refund and Returns Policy carefully to understand your rights and responsibilities.

1. Perishable Goods – No General Returns

Due to the nature of our products (food-grade and perishable), we do not accept returns for change of mind or over-ordering. All sales are considered final once dispatched, except in the following circumstances:

The product was damaged in transit
The product delivered was incorrect or not as described

2. Reporting an Issue

If your delivery is incorrect, damaged, or defective, you must notify us within 48 hours of receiving the order by emailing sales@keramat.co.uk with:

Your order number
Photographs of the damaged or incorrect item(s)
A brief description of the issue

We cannot process claims received after this 48-hour window.

3. Eligibility for Refund or Replacement

You may be eligible for a refund, credit, or replacement under the following conditions:

✅ The product delivered was not what you ordered (e.g. incorrect variety or packaging)

✅ The goods were damaged during shipping, and the damage is documented clearly

✅ The packaging was tampered with or compromised upon delivery

Once we validate the issue, we will offer one of the following resolutions:

A full or partial refund
A replacement shipment
A credit note for your next purchase

4. Items That Cannot Be Returned

We are unable to accept returns for:

Opened rice bags
Custom or private-labelled packaging products unless they are damaged or incorrect
Products ordered in error or due to buyer remorse

We reserve the right to refuse refunds or replacements where misuse or mishandling is suspected.

5. Order Cancellations

Orders may be cancelled only before dispatch. Once your order has been processed and shipped, it cannot be cancelled or refunded.

To request cancellation, please contact us as soon as possible at sales@keramat.co.uk or call 01782431300

6. Return Process (if approved)

If a return is authorised by us:

We will arrange collection or instruct you on how to safely return the item(s)
All returned goods must be in original, unopened packaging
You will not bear any return shipping costs for eligible returns (e.g., wrong item or damaged goods)

7. Refund Timeframe

Once your return is received and approved:

Refunds will be processed to your original payment method within 5–10 working days
You will receive email confirmation once the refund is issued

8. Contact Us

For any questions about your return or refund, contact us:

📧 Email: sales@keramat.co.uk
📞 Phone: 01782431300📍 Address: 25 Dividy Road, Stoke On Trent, United Kingdom