Delivery & Returns Policy

KWEIDER LIMITED

1. Our Commitment

At KWEIDER LIMITED, every order is prepared, packed and dispatched with care to help preserve the quality, freshness and presentation of our products.

This policy explains our delivery arrangements, cancellations, damaged or incorrect orders, returns, refunds and claims procedures.

Nothing in this policy is intended to exclude or limit any statutory rights available to customers under applicable UK consumer law.

2. Delivery Areas and Charges

We currently deliver to selected areas within the United Kingdom.

Delivery availability is determined by the postcode entered during checkout.

Any applicable delivery charge will be clearly displayed before payment is completed and may vary depending on the delivery address, order size, product type and delivery service selected.

3. Dispatch and Delivery Times

We aim to prepare and dispatch orders within the estimated times shown at checkout or provided in the order confirmation.

Delivery dates and times are estimates unless expressly stated otherwise.

Occasionally, delays may occur due to circumstances outside our reasonable control, including courier disruption, severe weather, traffic conditions or unusually high order volumes.

Where tracking is available, customers will receive tracking information after dispatch.

4. Cancellations and Change of Mind

Certain products sold by KWEIDER LIMITED are fresh or perishable food products and may be exempt from the normal statutory cooling-off cancellation period where they are liable to deteriorate or expire rapidly.

Products made to a customer's specification or clearly personalised may also be exempt from the normal cancellation right.

Where a legal exemption applies, change-of-mind cancellation or return may not be available once preparation has begun.

This does not affect your statutory rights where goods are damaged, faulty, incorrect, unsafe or not as described. UK distance-selling rules specifically recognise exemptions for personalised goods and goods liable to deteriorate or expire rapidly. Legislation.gov.uk

5. Damaged, Incorrect or Incomplete Orders

If you believe an order has arrived damaged, incorrect or incomplete, please contact KWEIDER LIMITED as soon as reasonably possible.

For delivery or transit-damage claims, customers should provide sufficient evidence to allow us to establish the condition of the parcel and products at the time of delivery.

Where reasonably possible, please provide:

• clear photographs of the unopened outer parcel before opening, particularly where visible external damage is present;
• photographs showing all sides of the external packaging;
• a clear photograph of the shipping label;
• photographs of the parcel immediately after opening, showing the internal protective packaging;
• photographs of all affected product boxes or individual packaging;
• close-up photographs clearly showing the alleged damage to the product;
• photographs showing the overall contents of the order;
• your order number;
• a written description of the problem and which products are affected; and
• any other reasonable information requested by KWEIDER LIMITED for the purpose of investigating the claim.

Where possible, delivery-damage claims should be reported within 24 hours of receipt, while the condition of the packaging and products can still be reliably assessed.

The 24-hour period assists our investigation and our ability to raise a claim with the delivery provider. It does not remove any statutory rights that may apply.

6. Preservation of Evidence

Customers making a damage claim should retain:

the affected products, outer parcel, shipping label, internal protective packaging and individual product packaging until KWEIDER LIMITED has completed its initial assessment.

Affected products should not be discarded, altered or consumed while a claim is being assessed, unless retaining the product would be unsafe or unreasonable.

Where relevant products or packaging have been discarded before we have had a reasonable opportunity to assess the claim, or where insufficient evidence is available, we may be unable to establish whether the alleged damage occurred before or during delivery.

This may affect the outcome of the claim.

7. Assessment and Resolution of Claims

Every claim is assessed individually using the information reasonably available to us, including customer photographs, order records, packing records and courier delivery information.

Where the available evidence establishes that an order was damaged in transit, incorrect, incomplete, faulty or otherwise not supplied in accordance with the customer's legal rights, an appropriate remedy will be provided.

Depending on the circumstances, this may include:

replacement of the affected product, partial refund, full refund of the affected product, or another appropriate remedy.

KWEIDER LIMITED is not required to provide compensation for damage that cannot reasonably be attributed to the condition of the products at the point of delivery.

Nothing in this section limits remedies required by applicable consumer law.

8. Inspection on Delivery

Customers are encouraged to inspect the external condition of the parcel at delivery.

Where a parcel shows obvious and serious external damage, customers should, where reasonably possible:

photograph the parcel before opening and either refuse delivery where the courier permits this or record the visible damage with the courier.

If the parcel is accepted, please retain the packaging and photograph it before opening.

Accepting or signing for a parcel does not automatically prevent a customer from raising a legitimate claim for damage that was not reasonably visible at the time of delivery.

9. Delivery Address and Customer Instructions

Customers are responsible for providing a complete and accurate delivery address, postcode and contact details.

KWEIDER LIMITED cannot accept responsibility for delivery failures resulting solely from incorrect or incomplete information supplied by the customer.

Where the customer specifically requests delivery to a nominated neighbour, reception point or designated safe place, the circumstances of that instruction may be taken into account when assessing any subsequent loss claim.

Under UK consumer law, goods generally remain at the trader's risk until they come into the physical possession of the customer or a person identified by the customer to receive them.

10. Failed Delivery

If delivery cannot be completed for reasons attributable to the customer, including an incorrect address, unavailable access to the premises or absence of an authorised recipient where one is required, an additional delivery charge may apply for a further attempt.

Because many KWEIDER products are perishable, re-delivery may not always be possible.

Where a product can no longer be safely or reasonably re-delivered as a result of a failed delivery attributable to the customer, this may affect entitlement to a refund, subject always to applicable statutory rights and the specific circumstances of the order.

11. Courier Proof of Delivery

Courier information such as delivery photographs, electronic signatures, tracking scans, delivery timestamps or GPS information may be considered when investigating whether and where an order was delivered.

Such records form part of the available evidence and will be considered together with any other relevant information.

They are not treated as automatically conclusive where credible contrary evidence exists.

12. Condition and Storage After Delivery

Once products have been correctly delivered, customers should follow the storage instructions provided for the relevant product.

KWEIDER LIMITED cannot accept responsibility for deterioration caused after delivery by circumstances including:

improper storage, excessive heat, moisture, direct sunlight, contamination after receipt, inappropriate handling, or consumption beyond the recommended shelf life.

This does not affect the customer's rights where a product was defective, unsafe, damaged or otherwise non-compliant at the time it was supplied.

13. Food Safety and Allergens

KWEIDER LIMITED takes food safety and allergen information seriously.

Customers with allergies or intolerances should review the relevant product information carefully before placing an order and contact us if clarification is required.

Where applicable, precautionary allergen information will be shown based on the ingredients and production environment relevant to the product.

For food sold at a distance, allergen information must be available before purchase and again when the food is delivered; this is an important responsibility of the food business. GOV.UK

14. Fraudulent or Misleading Claims

KWEIDER LIMITED reserves the right to investigate claims where there are reasonable grounds to suspect fraud, fabricated evidence, altered photographs, duplicate claims, intentional misrepresentation or attempts to obtain refunds or compensation dishonestly.

We may retain correspondence, photographs, courier records and other relevant evidence where reasonably necessary to investigate such matters or protect the legitimate interests of the Company.

Where appropriate, suspected fraudulent activity may be referred to the relevant platform, delivery provider, payment provider, insurer, professional adviser or competent authority.

This section does not affect legitimate customer complaints or statutory consumer rights.

15. Contact Us

For delivery issues, damaged orders, incorrect items or refund enquiries, please contact KWEIDER LIMITED through the contact details published on our website.

Please include your order number and all relevant supporting information so that your enquiry can be assessed promptly.

We aim to handle genuine claims fairly, consistently and in accordance with applicable UK law.