Terms & Condition

Terms & Conditions

We are an online Kerala food supermarket that ships South Indian, mainly Kerala food and groceries all over the United Kingdom.  At Keralshopi Online Grocery Store, our goal is to provide our customers with a high quality products, simple, fast & reliable service. You will have the option to create an account with us to save having entering your details every time, which is great if you are ordering from your tablet or phone or computer. However, if you prefer, you can just check out in the normal way. All you have to do is add the products you like to you shopping basket and follow a few simple steps to complete your order. We'll then have one of our team hand pick your order to insure that you get the best quality and the longest best before date. Then, we carefully package your shopping and prepare your order for postage. The whole process will normally take no longer than 1 working days to dispatch your order.  We then inform the courier that we have an order for delivery and they come and collect your package (normally same day) and send it on its way for next working day delivery. We are continually checking and negotiating prices to bring you the quality products and shipping services that you need at the lowest available prices. Our VAT Number is: 415 8143 08 Keralashopi is owned and operated by Immiz Group UK Ltd Company Number: 14058735 Making A Purchase Please read this carefully. By submitting an order on this web site you are agreeing to our terms & conditions which will apply to any purchase made on this web site. Just browse our store, and add any items that you wish to buy into the shopping basket. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order. Our packing team will pick up your order to ensure that you receive best quality products. If in any case we could not get the exact brand we will inform you regarding reason, and if you are willing to get same product of other brands, we will choose that. If you disagree with replacing it with other brands we will initiate the refund for non available product. Keralashopi cannot guarantee the exact product inside the packet is good. If any product is damaged or not good for use you can inform the brands company directly and send a copy of the complaint to us so that we can also raise complaint behalf of you. All the complaints should be inform within 14 days from the date of delivery. All the product weights listed on our site are approximate content weights & are there for a guide only. These weights do not include the packaging weight & any additional packaging weight that may be required. These weights are subject to change at any time, as we are always checking and updating product weights. For usage instructions and safety guidelines always read the product label. If you are unsure about any product, then please contact the manufacture before purchasing. While every care has been taken to ensure product information is correct, food products are constantly being reformulated and nutrition content may change. We would therefore recommend that you do not rely solely on the information on our website and always check products labels. Product descriptions and pictures should only be used as a guide. The product pictures are for illustration purposes only. We regularly check to insure the pictures on our website are accurate, but due to the manufacturer changes etc., the products you receive may vary from the picture on our website. We will always send you the latest products that are available from our suppliers. Where further dietary or allergy information is important to you, for example because you have an allergy or specific dietary requirement, you should contact the product manufacturer. Although this information is regularly updated, Keralashopi are unable to accept liability for any incorrect information. We always carefully select all our products to ensure the longest possible best before date. However, please be advised that some of the products that are available on our website are only deemed to be fresh for 1 months and will need to be consumed shortly after delivery. When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable. At our sole discretion we may change any part of this site. It is your responsibility to check if any alterations have occurred and any further orders placed by you, will constitute your acceptance of these terms. You can pay for your order using your credit or debit card or PayPal or Google Pay, or even you are having option for bank transfer. Just follow the simple instructions on our website. If you are shopping from outside the UK your credit card company will convert the transaction to your own currency. If a refund is due, it will be made to your credit or debit card. PayPal refunds will be made to the PayPal account that was used to place the order. Order Amount Total order amount is the amount after any promocode applied excluding shipping cost and frozen packing.  charge. Shipping Due to all our orders containing food products that cannot be put back into stock; we will not be able to provide a refund if an order is returned to us. This is for the health and safety of our customers. Keralashopi Online Grocery Store will use a different courier than the one you select, if the courier you select cannot deliver to your address. Keralashopi Online Grocery Store is bound by the terms & conditions set by the couriers we use and by placing an order with us and selecting a courier you agree to those couriers' terms & conditions also. It is your responsibility to insure that the address details that you provide are correct. This should include a contact name and business name, if being shipped to a business, house name and number and a full postal/zip code. Keralashopi Online Grocery Store will not be held responsible for any incorrect address details provided by the customer. Keralashopi Online Grocery Store cannot split orders and ship the parts of any single order to multiple addresses. If in case you need to send an order to a different address, please inform us before the order gets dispatched. If a parcel is lost or damaged we will submit a claim to the courier. Photo evidence of items and all packaging is required for all claims for damaged items. Please retain all items and packaging until any claims have been settled. Damaged items will need to be returned to Keralashopi Online Grocery Store for a replacement or refund to be issued. You (the customer) agree that you will be responsible for the cost of the return postage. Once a claim is completed the cost of the return postage may be refunded by the courier and this will be passed on to the customer. The courier will investigate all claims and their decision on any compensation to be paid is final. Delivery Schedule Orders will be processed the same day if order is placed before 12pm for next working day delivery; however this may be extended if any of the items you order are out of stock. Orders for larger quantities (10+) of the same item may also be subject to a delay while the stock is obtained from our suppliers. Keralashopi will not be held responsible for any delays caused by the courier. Our couriers cannot deliver to PO Box address or deliver parcels to neighbours or nearby addresses, as all deliveries will need to be signed for by the recipient. All orders will need a signature from the recipient. We will always include a paper invoice with the order (in the box), if you request to include this invoice is made at the time of placing the order. If an order is refused by the recipient we cannot refund the cost of the goods or shipping. This is due to the additional return shipping charges that Keralshopi would be liable for and the fact that the goods are perishable food and cannot be placed back into stock and then resold to another customer. Back Orders As the majority of our products are food items, we do not offer a back order service. To ensure orders are processed quickly, if any of your items are not in stock, we will send out the remaining items. We will not charge for and will refund the cost of any items that we do not send. If you would prefer for us to contact you if any items are missing, then please email us and let us know at the same time your order is placed. Please be sure to quote your order number in the email. Credit Card Security Only recognized credit and debit cards are accepted as payment. Online payments are made through ShopifyPayments. Keralashopi will never know or hold any of our customers credit/debit card details. Guarantee All our deliveries are insured by our couriers and not by Keralashopi.* In the unfortunate event of your order getting damaged, all claims should be emailed to us, with the full details and photo evidence, within 14 days of the receipt of your order. All of our couriers have a time limit in which to submit a claim for damaged goods. We have to allow 14 days after shipping before we can claim for a parcel as missing and we must submit a claim for a missing parcel within 28 of shipping. Claims made with DHL Parcel UK can take up to 15 weeks to process. The time taken to process claims is completely out of our control and set by DHL Claims department. Due to an increase in fraudulent claims, Keralshopi cannot provide any settlement before a claim has been investigated and settled by the courier. However, for damaged items, we will issue a refund or send a replacement if the good are returned to us. * No compensation can be claimed for late, lost or damaged parcels using as this is a low cost service Reaching us If you need to contact us, please send an email using our contact us page. Alternatively write to our main office at: Keralashopi Immiz Group UK Ltd 19 Central Hill London United Kingdom SE19 1BG