DURBAN’S INDIAN DELIGHTS

Ordering, Delivery, Returns & Privacy Policy

Last Updated: July 2026

ORDERING POLICY

1. Order Processing

Durban’s Indian Delights is a small food business and many of our products are prepared in small batches.

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

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

Orders are processed once payment has been received. We will always endeavour to prepare and dispatch orders as quickly as reasonably possible.

2. Order Confirmation

Customers will receive an order confirmation email after successfully placing an order.

A further notification and/or courier tracking information will be provided once the order has been dispatched.

Customers are responsible for checking the information supplied when placing an order and notifying us as soon as possible if any details are incorrect.

3. Product Availability

Our products are produced in small batches and availability may occasionally change.

If a product becomes unavailable after an order has been placed, we may contact the customer to offer an alternative product, delay dispatch until the item becomes available, or refund the unavailable item.

We will not substitute products containing different allergens without contacting the customer.

4. Custom & Bulk Orders

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

DELIVERY POLICY

1. Delivery Areas

We currently deliver frozen products throughout mainland UK, excluding certain remote and offshore locations where a suitable delivery service is unavailable.

We reserve the right to cancel and refund an order where we are unable to arrange an appropriate delivery service to the address supplied.

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. This helps reduce the risk of frozen parcels remaining within the courier network for extended periods.

Where circumstances allow or require a different dispatch day, we reserve the right to use our discretion.

3. Frozen Packaging

Frozen products are packed in insulated packaging with frozen gel ice packs to help maintain a suitable temperature during normal transit.

Our packaging is intended to provide protection during our normal delivery service and reasonable courier delays.

Packaging performance can be affected by factors including external temperature, transit time, handling, failed delivery attempts and extended courier delays.

For this reason, packaging alone cannot guarantee the condition or temperature of products where the intended delivery period is significantly exceeded.

4. Delivery Timeframes

Frozen orders are normally sent using a next-working-day courier service following dispatch.

We will provide customers with information about when they can reasonably expect their order. Courier delivery times and estimated delivery windows may nevertheless be affected by circumstances outside our direct control.

Customers will normally receive tracking information directly from the courier once their parcel has entered the courier network.

Because orders contain perishable frozen food, customers are strongly encouraged to monitor their tracking information and make suitable arrangements to receive and store their parcel promptly.

5. Preferred Delivery Days

Where available, customers may request delivery on a particular Wednesday, Thursday or Friday.

Requests should be made before the order is dispatched.

We will do our best to accommodate preferred delivery dates, but requested dates cannot always be guaranteed due to courier operations or circumstances outside our reasonable control.

6. Customer-Requested Delivery Changes After Dispatch

Frozen orders are packed for delivery on the scheduled delivery day.

Once an order has been dispatched, customers should not postpone, rearrange or reschedule the delivery directly with the courier.

Changing the delivery date after dispatch may cause the parcel to remain within the courier network for an additional day or longer. Our packaging is prepared for the intended delivery service and we cannot guarantee that frozen products will remain in suitable condition where delivery has been extended at the customer’s request.

If the scheduled delivery day is unsuitable, customers should contact Durban’s Indian Delights before dispatch so that we can, where reasonably possible, arrange an alternative dispatch date.

Where a customer chooses to postpone, rearrange or reschedule delivery after dispatch, and this causes or contributes to deterioration of the products, this will be taken into consideration when assessing any request for a refund or replacement.

Nothing in this policy affects the customer’s statutory consumer rights.

7. Courier Delays

We carefully package frozen orders and use delivery services that are appropriate for the perishable nature of our products.

Occasionally, courier delays may occur due to circumstances such as:

• Adverse weather

• Vehicle breakdowns

• Traffic incidents

• Operational disruption

• Industrial action

• Public holidays

• High parcel volumes

• Address or access problems

A courier delay does not automatically mean that the food is spoiled or unsafe.

Where a delayed parcel arrives in satisfactory condition, a refund will not normally be provided solely because the delivery arrived later than expected.

However, where a courier delay results in products arriving damaged, spoiled or otherwise unsuitable for consumption, customers should follow the reporting procedure set out in our Perishable Goods Policy below.

Nothing in this section limits any statutory rights the customer may have where goods are not delivered within an agreed or legally required timeframe.

8. Failed Deliveries

Customers are responsible for providing a complete and accurate delivery address, including any information reasonably required for the courier to locate the property.

Customers should also monitor courier tracking and make reasonable arrangements to receive their frozen parcel.

Where delivery cannot be completed because of circumstances attributable to the customer — for example, an incorrect address, inaccessible property or customer-requested postponement — this will be taken into consideration when determining responsibility for any resulting deterioration or additional delivery costs.

This does not affect the customer’s statutory rights where the failure or delay is attributable to us or the courier we have appointed.

9. Safe Places

Customers who will not be available to receive their order may provide an appropriate safe-place instruction.

Because parcels contain frozen food, any safe place selected should allow the parcel to remain secure and protected from direct sunlight, excessive heat, animals and adverse weather.

Customers should retrieve parcels from their nominated safe place and transfer the products to appropriate frozen storage as soon as reasonably possible following delivery.

Where tracking confirms that a parcel has been delivered to a safe place requested by the customer, the length of time it remained unattended and the conditions in which it was left may be taken into consideration when assessing any subsequent claim relating to deterioration.

10. Scottish Highlands, Islands & Remote Areas

Next-working-day courier services are not available to certain parts of Scotland and other remote UK locations.

Where appropriate, alternative services such as Royal Mail or Parcelforce may be offered.

Transit times to these locations may be longer than our standard mainland delivery service.

Where an alternative delivery service is agreed, customers will be advised of the expected delivery arrangements before dispatch wherever reasonably possible.

Customers in remote areas should monitor tracking information carefully and ensure that frozen products are appropriately stored as soon as possible following delivery.

PERISHABLE GOODS POLICY

1. Product Condition Upon Arrival

Frozen food can experience some temperature variation during transportation.

Customers should unpack and inspect frozen deliveries immediately upon receipt and transfer products to appropriate frozen storage without unnecessary delay.

Samoosas, pies and any other products labelled as requiring frozen storage should be stored and cooked in accordance with the instructions provided on their packaging.

2. Customer Responsibility After Delivery

Once a parcel has been successfully delivered, customers should bring it indoors, inspect the contents and appropriately store the products as soon as reasonably possible.

The way products have been handled and stored following delivery may be relevant when assessing a claim concerning deterioration.

3. Concerns About Product Condition

If a product arrives:

• Completely defrosted

• Warm

• Damaged

• Leaking

• Showing signs of spoilage

• Or otherwise appears unsuitable for consumption

do not consume or refreeze the product while awaiting advice.

Please contact Durban’s Indian Delights as soon as possible so that we can investigate.

4. Reporting Problems

Because our products are perishable, customers are asked to report concerns about the condition of a delivery within 4 hours of the courier’s recorded delivery time wherever reasonably possible.

Prompt reporting allows us to investigate the condition of the products at or close to the time they were delivered.

Where a problem is reported substantially later, we may ask for additional information because it may be more difficult to establish whether deterioration occurred during transit or after delivery.

A claim will not automatically be rejected solely because more than four hours have passed, where the customer has statutory rights in relation to faulty, damaged or unsafe goods.

5. Evidence

To investigate a delivery problem, we may reasonably request:

• Photographs of the outer shipping box

• Photographs of the insulated packaging

• Photographs of the ice packs

• Photographs of the affected products

• Photographs showing leakage or damage

• Product batch information where available

• Details of when the parcel was retrieved and opened

• Courier tracking information

• Any other information reasonably necessary to establish the condition of the delivery

Customers should retain the affected products and packaging where it is safe and reasonable to do so until we have responded to the claim.

6. Assessment

Each claim will be considered individually, taking into account factors including:

• Courier tracking information

• Transit time

• Product condition

• Packaging condition

• Evidence supplied

• Delivery location

• Safe-place instructions

• Customer-requested delivery changes

• Time between delivery and notification

• Storage or handling after delivery

This does not affect the customer’s statutory consumer rights.

COLLECTION POLICY

1. Local Collection

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

Collection details will be provided after the order has been prepared.

2. Collection Times

Customers should arrange a suitable collection day and time.

Orders will remain appropriately stored until the agreed collection time.

3. After Collection

Once frozen products have been collected, customers are responsible for transporting and storing them appropriately.

Customers should transfer frozen products to suitable frozen storage as soon as reasonably possible after collection.

RETURNS, CANCELLATIONS & REFUNDS POLICY

1. Perishable Food Products

Many products sold by Durban’s Indian Delights are frozen or otherwise perishable food products.

The usual cooling-off cancellation rights applicable to many online purchases may not apply to goods that are liable to deteriorate or expire rapidly.

This does not affect a customer’s statutory rights where products are faulty, damaged, incorrectly supplied or otherwise not in conformity with the contract.

2. Returns

For food hygiene and safety reasons, we generally cannot accept physical returns of food products once they have been delivered.

Customers experiencing a problem with an order should contact us rather than returning food without prior agreement.

3. Incorrect, Damaged or Spoiled Orders

If an order arrives incorrect, damaged, spoiled or otherwise unsuitable for consumption, please contact us as soon as possible.

We may request photographs or other reasonable evidence to allow us to investigate.

Depending upon the circumstances and the customer’s legal rights, an appropriate remedy may include:

• Replacement

• Store credit, where accepted by the customer

• Partial refund

• Full refund

Nothing in this policy restricts any remedy to which a customer is legally entitled.

4. Situations Where a Refund May Not Normally Be Due

Subject always to the customer’s statutory rights, a refund or replacement may not normally be appropriate where:

• A courier delay occurs but the products arrive in satisfactory condition

• Incorrect or incomplete delivery information supplied by the customer causes the problem

• The customer postpones or rearranges delivery after dispatch and the additional transit time causes or contributes to deterioration

• A parcel is left in a safe place specifically requested by the customer and deterioration subsequently occurs because it is not retrieved within a reasonable period

• Products are stored or handled incorrectly following delivery

• Damage occurs after successful delivery

• There is insufficient information to establish that the products were faulty, damaged or unsuitable when delivered

Claims will be assessed on their individual circumstances.

5. Refund Processing

Where a refund is approved, we will normally process it within 5 business days.

The time taken for funds to appear in the customer’s account after processing will depend upon their bank or payment provider.

6. Statutory Rights

Nothing contained within these policies is intended to exclude, restrict or replace your statutory rights under UK consumer law.

GENERAL TERMS

1. Our Responsibility

Nothing in these terms excludes or limits liability where it would be unlawful for us to do so.

Subject to customers’ statutory rights, we are not responsible for losses that were not reasonably foreseeable when the contract was formed or for losses arising from the customer’s use of our products for business purposes where the purchase was made as a consumer transaction.

2. Frozen Storage

Frozen products should be transferred to suitable frozen storage promptly following delivery and stored according to the instructions provided on the product packaging.

3. Product Information

We make reasonable efforts to ensure that product descriptions, photographs, weights and other information are accurate.

As many products are handmade, minor variations in appearance, shape or size 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

Specific allergen information is provided with individual products where applicable.

Customers with allergies or intolerances should review the relevant allergen information carefully and contact us before ordering if further information is required.

5. Contact

For order, delivery or product enquiries, please contact:

Durban’s Indian Delights
Email: info@durbansindiandelights.co.uk

PRIVACY POLICY

1. About This Privacy Policy

Durban’s Indian Delights respects your privacy and is committed to handling personal information responsibly and in accordance with applicable UK data protection law.

This privacy policy explains what personal information we collect, why we use it, who it may be shared with and the rights available to you.

2. Information We Collect

Depending on how you interact with us, we may collect information including:

• Name

• Billing and delivery address

• Telephone number

• Email address

• Order details and order history

• Payment-related transaction information

• Correspondence and customer-service communications

• Delivery instructions

• Website and technical information where collected through cookies or similar technologies

We do not normally receive or store full payment-card details where payments are processed by a third-party payment provider.

3. Why We Use Your Information

We may use personal information to:

• Process and fulfil orders

• Arrange delivery or collection

• Take and verify payments

• Communicate about orders

• Provide customer service

• Investigate delivery or product issues

• Maintain accounting and business records

• Meet legal, regulatory and food-safety obligations

• Prevent or investigate fraud or misuse

• Send marketing communications where permitted

4. Lawful Bases

Depending upon the purpose, we process personal information where it is necessary:

• To perform our contract with you, such as processing, preparing and delivering your order

• To comply with legal obligations, including accounting, tax and food-business requirements

• For our legitimate interests, such as operating and protecting our business, dealing with customer enquiries and investigating delivery problems, where those interests do not override your rights

• With your consent, where consent is required, including certain marketing or cookie activities

Where processing is based on consent, you may withdraw that consent at any time.

5. Sharing Information

We may share information where necessary with service providers such as:

• Payment processors

• Courier and postal companies

• Website and e-commerce providers

• Website hosting providers

• Email providers

• Accounting or bookkeeping providers

• IT and technical service providers

• Professional advisers

• Government, regulatory or law-enforcement bodies where legally required

We only share information that is reasonably necessary for the relevant purpose.

6. International Data Transfers

Some technology or service providers may process personal information outside the UK.

Where this occurs, we will rely on an appropriate lawful mechanism or safeguard as required under UK data protection law.

7. How Long We Keep Information

We retain personal information only for as long as reasonably necessary for the purpose for which it was collected, including to satisfy legal, tax, accounting, food-safety and dispute-resolution requirements.

Different categories of information may therefore be retained for different periods.

8. Marketing

Where we send electronic marketing communications, customers may unsubscribe at any time using the unsubscribe option provided or by contacting us.

Withdrawing from marketing will not prevent us from sending necessary communications relating to an existing order or transaction.

9. Your Data Protection Rights

Depending on the circumstances, you may have rights including the right to:

• Request access to your personal information

• Ask us to correct inaccurate information

• Request deletion of information where applicable

• Request restriction of processing in certain circumstances

• Object to certain processing

• Request transfer of information in certain circumstances

• Withdraw consent where processing relies upon consent

Not every right applies in every circumstance, and some information may need to be retained where we have a legal obligation or other lawful reason to keep it.

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

10. Complaints

If you have concerns about how we use your personal information, please contact us first so that we have an opportunity to address the issue.

You also have the right to raise a complaint with the Information Commissioner’s Office (ICO), the UK’s data protection regulator.

11. Cookies

Our website may use cookies and similar technologies for functions such as operating the website, remembering preferences, processing orders, analytics and other website features.

Where consent is legally required for non-essential cookies, these should not be activated until the appropriate consent has been obtained.

Further information should be provided through our website’s cookie notice or cookie settings where applicable.

12. Changes to This Policy

We may update these policies periodically to reflect changes to our business, delivery arrangements or legal requirements.

The latest version will be made available on our website.

Last updated: 26 August 2026

Durban’s Indian Delights
Email: info@durbansindiandelights.co.uk