Refund Policy

The short version: approved refunds go back to your original payment method within 5 to 6 business days. Refund requests follow our Return & Exchange Policy: eligible returns must be requested within 7 calendar days of purchase or of delivery or pickup.

When you can get a refund

• Eligible return: an unused, unopened item in original condition and packaging, returned within 7 days with proof of purchase.
• Damaged, defective, spoiled, missing or incorrect item: reported within 7 days of delivery or pickup.
• Food-quality complaint: reported within 7 days and approved after review.
• Cancelled or unavailable item: if we cancel an order or cannot supply an item, you are refunded for what you did not receive. See the Cancellation Policy.

Opened, perishable and temperature-sensitive food is generally not refundable unless it is damaged, defective, spoiled or incorrect. Details are in the Return & Exchange Policy.

How refunds are processed

1. We review your request and, if needed, ask for photos or the item.
2. For a refund on an item, bring it to our store at 1618 Merivale Road.
3. When approved, we send you a confirmation by email.
4. The refund is issued to the original payment method.
5. Refunds take 5 to 6 business days. After that, your bank or card issuer controls how long it takes to show on your statement.

What is refunded

• The price you paid for the item, after any discount, plus the tax paid on that item.
• Delivery fees: refunded if the problem was our error (for example, a missing, damaged or incorrect item or a cancelled order). Otherwise the delivery fee is not refunded.
• Partial refunds are possible where only part of an order is affected, or depending on how badly an item is damaged.

Out-of-stock items

If an item you ordered is out of stock, we refund it. We do not substitute items.

Sale and discounted items

Refunds for sale or discounted items are for the price actually paid.

Store purchases and online purchases

Store purchases: bring your receipt to 1618 Merivale Road. Online orders: contact us first with your order number, then bring the item to the store.

Requests we cannot approve

We may decline a refund if the item is outside the 7-day window, opened or perishable and not affected by a problem covered above, returned without proof of purchase, or returned in a condition that makes it unsafe to resell. If we decline, we will tell you why.

Payment disputes

If you have a problem with an order, please contact us first so we can fix it. Nothing here limits your right to dispute a charge with your card issuer.

Contact

Questions about a refund: (613) 695-3631 or silkroadfoods123@gmail.com. See Customer Support.