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Return & Exchange Policy

The short version: you can return eligible items within 7 calendar days of purchase (in store) or of delivery or pickup (online). Items must be unused, unopened, in their original condition and packaging, and you need proof of purchase. Because we sell food, opened, perishable and temperature-sensitive items generally cannot be returned, unless they are damaged, defective, spoiled or incorrect.

Who this applies to

This policy applies to purchases from Silk Road Foods, both online at silkroadfood.ca and in store at 1618 Merivale Road, Ottawa. It should be read with our Refund Policy and Cancellation Policy. Nothing in this policy limits any rights you have under applicable consumer-protection law.

Which request is yours?

We handle three situations differently. Every one of them uses the same 7-day window.

Situation Examples What happens
1. Return of an eligible item You ordered twice, or you changed your mind about an unopened product Returned within 7 days, unused and unopened, with proof of purchase. Refunded under the Refund Policy.
2. Damaged, defective, spoiled, missing or incorrect item Broken jar, leaking pack, expired or spoiled product, item not in your bag, a different product than you ordered Report it within 7 days of delivery or pickup with photos. We will refund the item, in full or in part depending on the problem. Opened or perishable items are covered in this situation.
3. Food-quality complaint Freshness, texture or condition that is not what you reasonably expected Tell us within 7 days of delivery or pickup. We review each complaint individually and decide on a refund or no action.

1. Returning an eligible item

To be eligible, an item must meet all of the following:

  • You are returning it within 7 calendar days of purchase (store purchases) or of delivery or pickup (online orders).
  • It is unused and unopened, in its original condition and original packaging.
  • You have proof of purchase: your order number or confirmation email for online orders, or your receipt for store purchases.
  • It is not one of the items listed under “Items we cannot accept back” below.

Shelf-stable (non-perishable) groceries such as rice, lentils, flour, tinned and packaged goods, and household products (for example kitchenware) can be returned if they meet these conditions.

Items we cannot accept back

For food-safety reasons, the following generally cannot be returned:

  • Opened food or drink, or any item whose seal, lid or packaging has been opened or damaged by the customer.
  • Perishable items, such as fresh produce, meat and poultry, dairy and eggs, bakery items and prepared foods.
  • Temperature-sensitive items, such as frozen and refrigerated products, once they have left our care.
  • Items returned without proof of purchase, or after the 7-day window.

Exception: if any of these items is damaged, defective, spoiled or incorrect when you receive it, see section 2.

2. Damaged, defective, spoiled, missing or incorrect items

If something is not right with what you received, contact us within 7 days of delivery or pickup. This applies to perishable, opened and temperature-sensitive items too.

  • Damaged or defective: broken, crushed, leaking, or not working as intended.
  • Spoiled or expired: past its best-before date or spoiled when you received it.
  • Missing: an item on your order that was not in your delivery or bag.
  • Incorrect (wrong item received): a different product, size or quantity than you ordered.

Please send your order number, the name of the item, and a clear photo of the item and its packaging (and the best-before date if relevant). If you can, keep the item and packaging until we have replied. We will refund the item, in full or in part depending on the problem.

3. Food-quality complaints

If a food product does not meet your reasonable expectations on freshness, condition or quality, let us know within 7 days of delivery or pickup, with your order number and photos where possible. We take quality seriously and review each complaint individually. Food that has been opened, prepared or partly used may be refunded only where the problem is one we can reasonably verify, such as spoilage or contamination. Differences of personal taste alone are generally not a reason for a refund.

Sale and discounted items

Sale and discounted products follow the same rules as any other item. A refund is for the price you actually paid after the discount.

Store purchases and online purchases

  • Store purchases: bring the item and your receipt to 1618 Merivale Road within 7 days of purchase.
  • Online orders: contact us first with your order number, then bring the item to our store at 1618 Merivale Road to receive your refund. Please do not send items back by mail.

How to request a return or report a problem

  1. Contact us within 7 days: call (613) 695-3631, email silkroadfoods123@gmail.com, or visit the store.
  2. Tell us your order number, the item(s), which of the three situations applies, and attach photos for situations 2 and 3.
  3. We will reply within 3 business days with next steps.
  4. Once approved, your refund is handled as described in our Refund Policy.

See also: Customer Support · Shipping & Delivery · FAQ