DURBAN’S INDIAN DELIGHTS

Ordering, Delivery, Returns & Privacy Policy

Last Updated: June 2026

ORDERING POLICY

1. Order Processing

As a small home-based food business, many of our products are prepared in small batches.

Most orders are dispatched within 1–3 working days; however, during busy periods or when products require preparation, dispatch may take up to 7 working days.

Please note that frozen orders are normally dispatched on Tuesdays, Wednesdays and Thursdays only.

Orders are processed only after payment has been received. We will always endeavour to dispatch orders as quickly as possible.

2. Order Confirmation

You will receive an order confirmation email after successfully placing your order. A further notification will be sent once your order has been dispatched.

3. Product Availability

Occasionally products may become unavailable after an order is placed. In such cases, we reserve the right to substitute, delay dispatch, or refund unavailable items. Customers will be contacted where appropriate.

4. Custom Orders

For dietary requirements, catering enquiries, wholesale orders or large bulk orders, please contact us directly before placing your order.

DELIVERY POLICY

1. Delivery Areas

We currently deliver frozen products throughout mainland UK, excluding certain remote and offshore locations where next-day delivery services are unavailable.

We reserve the right to cancel and refund orders where delivery is not possible.

2. Dispatch Days

Frozen orders are generally dispatched on Tuesdays, Wednesdays and Thursdays only.

We do not normally dispatch frozen products on Fridays, weekends, Mondays or bank holidays in order to reduce the risk of parcels being delayed within the courier network.

Where exceptional circumstances require dispatch outside of these days, we reserve the right to use our discretion.

3. Packaging

Frozen products are shipped in insulated packaging with ice packs designed to maintain product temperature for up to 48 hours under normal transit conditions.

Whilst this packaging provides additional protection against courier delays, it does not guarantee product condition in the event of excessive delays, failed deliveries or where parcels are not promptly stored after delivery.

4. Delivery Timeframes

Orders are sent using a next-working-day courier service after dispatch.

Delivery dates and times are estimates only and cannot be guaranteed.

Customers will receive tracking information and, where available, an estimated delivery window directly from the courier.

Customers are responsible for monitoring tracking information and ensuring suitable arrangements are in place to receive the parcel.

5. Courier Delays

Whilst we carefully package all products and use reputable courier services, delays can occasionally occur due to circumstances beyond our control, including but not limited to:

• Adverse weather conditions
• Vehicle breakdowns
• Traffic incidents
• Operational disruptions
• Industrial action
• Public holidays
• High parcel volumes
• Incorrect delivery information supplied by the customer

We cannot guarantee courier performance once parcels have entered the courier network.

A delayed delivery does not automatically qualify for a refund or replacement.

6. Failed Deliveries

Customers are responsible for ensuring:

• Delivery address details are correct
• Someone is available to receive the parcel where required
• Any safe-place instructions provided to the courier are accurate

We cannot accept responsibility for delays, losses, spoilage or additional delivery charges resulting from incorrect delivery details, customer absence or failed delivery attempts.

7. Scottish Highlands, Islands and Remote Areas

Next-working-day courier services are not available to certain parts of Scotland, including some Highland, Island and remote postcode areas.

Customers in these locations may request delivery via Royal Mail or Parcelforce.

By selecting these services, customers acknowledge that transit times may exceed those of our standard courier service.

Whilst we package all products in insulated packaging designed to maintain temperature for up to 48 hours under normal transit conditions, delivery to Highlands and remote areas may take longer than our standard mainland UK courier service and delivery times cannot be guaranteed.

We cannot guarantee delivery times to these areas and are not responsible for delays caused by Royal Mail, Parcelforce, weather conditions, transport disruptions or extended transit times.

Customers are strongly encouraged to monitor tracking information and ensure products are stored appropriately immediately upon delivery.

PERISHABLE GOODS POLICY

1. Product Condition Upon Arrival

Frozen food may soften slightly during transit without affecting food safety.

Products should be inspected immediately upon arrival.

2. Customer Responsibility Upon Delivery

Due to the perishable nature of our products, customers are responsible for monitoring courier tracking information and ensuring parcels are brought indoors, inspected and appropriately stored as soon as reasonably possible after delivery.

We cannot accept responsibility for spoilage resulting from parcels being left unattended after successful delivery.

3. Delayed Deliveries

A delayed delivery does not automatically qualify for a refund or replacement.

Where products arrive in a safe condition and remain suitable for freezing or consumption, no refund will be offered solely due to a courier delay.

4. Spoiled, Damaged or Unsafe Products

If products arrive spoiled, thawed to an unsafe condition, damaged or otherwise unsuitable for consumption, customers must notify us within 4 hours of the recorded delivery time.

Claims submitted after this period may not be accepted as we cannot verify how products have been stored following delivery.

The following evidence may be requested:

• Photographs of the outer packaging
• Photographs of the contents
• Photographs showing the condition of the products
• Courier tracking information

Each claim will be reviewed individually.

COLLECTION POLICY

1. Local Collection

Local collection is available from Livingston, West Lothian, by prior arrangement.

Collection instructions will be provided following confirmation of your order.

2. Collection Responsibility

Customers are responsible for collecting orders at the agreed time.

We cannot accept responsibility for deterioration in product quality resulting from late collection.

RETURNS AND REFUNDS POLICY

1. Food Products

Due to food hygiene and safety regulations, we cannot accept returns of food products once they have been delivered.

2. Incorrect, Damaged or Spoiled Orders

If your order is incorrect, damaged, spoiled or otherwise unsuitable for consumption, you must notify us within 4 hours of the recorded delivery time and provide supporting photographs where requested.

Where appropriate, we may offer:

• A replacement product
• Store credit
• A partial refund
• A full refund

The remedy offered will depend upon the circumstances of the claim.

3. Refund Processing

Approved refunds will normally be processed within 5 business days, although the time taken for funds to appear in your account may vary depending upon your payment provider.

4. Non-Refundable Situations

Refunds will not normally be provided where:

• Delivery delays occur but products remain safe for consumption
• The customer provides an incorrect delivery address
• Delivery is unsuccessful due to customer absence
• Products have not been stored correctly after delivery
• Claims are submitted without sufficient supporting evidence
• Claims are reported more than 4 hours after the recorded delivery time

GENERAL TERMS

1. Limitation of Liability

Our liability for any claim relating to an order shall not exceed the value of the products purchased.

We shall not be liable for indirect losses, consequential losses, loss of earnings, inconvenience, disappointment, missed events or losses arising from courier delays.

2. Storage Upon Arrival

Customers should transfer frozen products to a freezer immediately upon receipt.

3. Product Information

Whilst every effort is made to ensure product descriptions and images are accurate, slight variations may occur.

4. Allergens

Products are prepared in a kitchen that handles allergens including:

• Wheat (Gluten)
• Milk
• Eggs
• Fish
• Mustard
• Celery
• Soya
• Sesame
• Peanuts
• Tree Nuts
• Crustaceans

Customers with allergies should contact us before ordering.

5. Contact Information

Email: info@durbansindiandelights.co.uk

PRIVACY POLICY (UK GDPR)

1. Information We Collect

We collect only the information necessary to process orders and provide customer support, including:

• Name
• Address
• Telephone Number
• Email Address
• Order History

2. How We Use Your Information

Your information is used solely for:

• Processing orders
• Delivery fulfilment
• Customer service
• Legal and accounting requirements

3. Third-Party Providers

We may share necessary information with trusted third-party providers including:

• Payment processors
• Courier companies
• Website hosting providers
• Email service providers

These providers process information only as required to provide their services.

4. Your Rights

Under UK GDPR, you have the right to:

• Access your personal information
• Correct inaccurate information
• Request deletion of your information where legally permitted
• Withdraw consent for marketing communications

Requests can be made by emailing info@durbansindiandelights.co.uk

5. Policy Updates

We may update this policy periodically. The latest version will always be available on our website.