Refund and substitution policy

This policy covers orders placed through our website. It works together with our terms of use and the plain-language page on substitutions.

All grocery sales are final. We do not accept returns or give refunds because you changed your mind, no longer want an item, or ordered the wrong thing.

We do refund you when:

• your order, or part of it, was not delivered;
• an item is missing from your order;
• we delivered an item that is not what you ordered or confirmed;
• an item arrived damaged;
• an item arrived spoiled;
• an item was unavailable and you did not accept a substitute;
• you were charged twice for the same order; or
• the law requires a refund.

Catalog items have fixed prices and are charged when you place the order.

If an item is unavailable, the shopper contacts you. If you do not reply within 10 minutes, we choose the best match when you allowed substitutions for that item. Otherwise the item is removed and the amount is refunded the same day.

Requested items are priced at pickup. We charge your saved card after the shopper confirms the price, only up to the spending limit you set (default $15, maximum $100). We never charge an amount you did not authorize.

If the price is higher than your limit we ask you first, and if we cannot reach you the item is not bought. A requested item we cannot find is not bought and not charged, and is never substituted.

If something is missing, damaged, spoiled or different from what was confirmed, or your order did not arrive, contact us at support@kiranadoor.com as soon as you can, ideally the same day and with a photo of the item. Tell us your order number and which items are affected. We review each report and refund the affected items, or the whole order if it was not delivered.

Fresh and perishable food cannot be returned. We do not collect items back from your home.

If you see a charge you do not recognize, or two charges for one order, contact us the same way.

Refunds always go back to the original payment method. Your bank may take several business days to show them. If a refund does not go through, we review it and try again, and we will contact you if we need anything from you. Delivery and service fees are refunded when we fail to deliver the order, and are otherwise decided case by case.

If an amount added after checkout cannot be charged, it stays on your account as a pending balance. You are notified, and we retry your saved card 1, 3 and 7 days after the first failed charge. You can update your card and pay at any time from your account.

New orders are paused until the balance is paid.

Questions about this policy: support@kiranadoor.com, or visit the help center.