Shipping & returns

1. Free Shipping

Free shipping applies to orders above £50, provided the cart does not include any promotional or offer Products.

Below 1kg     £5.89
Below 5kg     £7.83
Below 20kg    £9.13
Free Shipping    > £50

2. Customer Rights

Customers have statutory rights when shopping online.

You may cancel most online purchases within 14 days of delivery (the “cooling-off period”).

Exceptions: perishable foods, items sealed for health protection once opened, and personalised/custom goods.

Faulty or misdescribed goods:
• 30-day short-term right to reject • Within 6 months, right to repair/replace or refund if repair is disproportionate

3. What You Can Cancel or Return

Eligible:

• Ambient (non-perishable) grocery items
• Unused, unopened, and in original packaging

Not eligible:

• Chilled or frozen products
• Short shelf-life goods
• Unsealed hygiene items
• Personalised/custom goods
• Items marked non-returnable (Faulty goods remain protected by law)

4. How to Cancel Within 14 Days

To cancel, contact us with your order number and list of items:

Email: info@nityaonline.com
Phone: +44 7301 278468

You may also cancel via your My Orders portal.

After cancelling, you have an additional 14 days to return the goods.

5. Refund Method & Timing

Refunds are issued to the original payment method.

Basic outbound delivery fees are refunded where applicable.

We process refunds within 14 days, either after receiving the returned items or receiving proof of postage.

Partial returns are refunded proportionately.

6. Return Shipping Costs

Change-of-mind returns: customer covers return postage.

Faulty or incorrect items: we cover reasonable return costs or provide a prepaid label.

7. Condition of Returned Items

Items must be handled only as they would be in a shop. We may deduct refunds for any diminished value due to excessive handling.

8. Faulty, Damaged or Incorrect Items

Report issues within 48 hours of delivery, including photographs. Legal rights apply in addition to this policy.

9. Exemptions & Food Safety

For food-safety reasons, chilled and frozen goods cannot be returned unless faulty or misdescribed. Please follow product-label storage instructions for safe handling.

10. Order Changes & Cancellations Before Dispatch

Changes or cancellations may be possible before dispatch. After dispatch, please follow the standard returns process.

11. Exchanges

Where stock is available, we can arrange an exchange. If not, we will issue a refund according to Section 4.

12. Multi-Buy & Bundles

Partial returns may void promotional pricing. Refunds will reflect the recalculated order value.

13. Order Preparation

Orders are prepared and processed exclusively on Mondays and Thursdays. Any orders placed outside these days will be queued for the next preparation day