Refund policy
At Soul Kimchi, our kimchi is freshly made, naturally fermented, and carefully packed. As our products are fresh and perishable, our return policy is slightly different from that of non-perishable goods.
1. Chilled Products
Due to the perishable nature of our kimchi, we do not accept returns of chilled products unless they are damaged, faulty, spoiled, or incorrect.
Please refrigerate your kimchi as soon as possible after delivery and follow the storage instructions on the product label and product page. We cannot accept responsibility for issues caused by products not being stored correctly after delivery.
2. Natural Fermentation
Our kimchi is naturally fermented, which means fermentation continues after packaging.
As a result, you may notice that the packaging becomes slightly swollen or puffy due to natural fermentation gases. This is completely normal and is not considered a fault or a valid reason for a return or refund.
However, if the packaging is damaged, punctured, leaking, or the contents appear spoiled or unsuitable for consumption, please contact us so we can assess the issue.
3. Cancelling an Order
If you wish to cancel your order, please email hello@soulkimchi.co.uk as soon as possible.
If your order has not yet been dispatched, we will do our best to cancel it.
Once an order has been dispatched, cancellation may not be possible due to the perishable nature of our chilled products.
4. Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, spoiled, or incorrect, please contact us as soon as possible at hello@soulkimchi.co.uk with:
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Your order number
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A brief description of the issue
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Clear photographs of the product and packaging
Once we have reviewed and confirmed the issue, we will arrange an appropriate refund or replacement, where applicable.
Please do not consume a product if you believe it may be spoiled or unsafe.
5. Refunds
Once your refund has been approved, it will be issued to your original payment method.
Please allow up to 10 business days for the refund to appear in your account. Your bank or payment provider may require additional time to process the refund.
6. Contact Us
If you have any questions about our return or refund policy, please contact us at:
7. Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer.
8. Policy Updates
We may update this policy from time to time. The latest version will always be available on our website.