Returns and refunds

How returns and refunds work. This policy sits alongside your legal rights as a UK consumer and does not reduce them. Last updated 22 October 2026.

In short

• Changed your mind? You have 14 days from delivery to tell us, and 14 more days to send the goods back, as long as the bag is unopened.
• Something damaged, wrong or missing? Tell us within 48 hours and we put it right with a replacement or a full refund, with nothing to send back.
• Refunds go back to the card or payment method you used, within 14 days of us receiving the return or agreeing the refund.

Changing your mind

Under the Consumer Contracts Regulations 2013 you can cancel an online order for any reason within 14 days of receiving it. To cancel, email support@chandraworldfoods.com with your order number and tell us you want to cancel. You then have 14 days to send the goods back to us.

Because rice is food, this right only applies to bags that are still sealed. Once a bag has been opened we cannot take it back for hygiene reasons, unless there is a fault with it.

You pay the return postage for a change-of-mind return. We refund the price of the goods and the delivery charge you paid. We may reduce the refund if the goods come back damaged because they were not packed properly.

Cancelling before dispatch

If you email us before your order has left us, we will cancel it and refund you in full straight away. Orders leave on the next working day, so the sooner you tell us the better.

Damaged, wrong or missing items

Email support@chandraworldfoods.com within 48 hours of delivery with your order number and a photo of the problem. We will send a replacement at no cost or refund the item in full, whichever you prefer. You do not need to return the goods.

Faulty goods

Under the Consumer Rights Act 2015 goods must be as described, of satisfactory quality and fit for purpose. If a product is faulty, contact us as soon as you notice and we will replace it or refund you in full. If the item needs to come back to us, we cover the cost of returning it.

How to send something back

1. Email us first so we can give you a returns reference and the return address.
2. Pack the bag so it cannot split in transit, ideally in the box it came in.
3. Use a tracked service and keep the receipt. The goods are your responsibility until they reach us.

Refunds

We refund to the original payment method within 14 days of receiving your return, or within 14 days of agreeing a refund where nothing needs to come back. Your bank may take a few more days to show it. We will email you when the refund has been sent.

Questions

Email support@chandraworldfoods.com, call or WhatsApp 07506 334497, or use the contact form. We reply Monday to Friday, 9am to 5.30pm, within one working day.