Returns & Refunds Policy

Last updated: 13 July 2026

Heldi LTD, 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Contact: info@heldi.co.uk.

Changed your mind? (14-day cooling-off)

Under the Consumer Contracts Regulations 2013 you may cancel your order up to 14 days after the day you receive it, without giving a reason — with one important exception for food products:

Sealed food products can only be returned if the seal is unbroken. Once a pouch or sachet is opened we cannot accept it back, for health and hygiene reasons. This is the "sealed goods" exception in regulation 28(3)(a).

To cancel: email info@heldi.co.uk within the 14 days, then send the unopened item(s) back to the address above within 14 days of telling us. Please include your order number.

  • You pay the return postage for change-of-mind returns.
  • We refund the product price plus the original standard delivery charge within 14 days of receiving the goods back (or proof of postage), using your original payment method.
  • We may reduce the refund if the value of the goods has been diminished by handling beyond what is necessary to inspect them.
  • Included items (jars, masala dabba) that came with a returned order must be returned with it, or we may deduct their value from the refund.

Damaged, faulty or wrong items

Under the Consumer Rights Act 2015 our products must be of satisfactory quality, fit for purpose and as described. If something arrives damaged, spoiled, past its best-before date, or we sent the wrong thing:

  1. Email info@heldi.co.uk with your order number and a photo within 30 days of delivery.
  2. We will replace it or refund it in full — your choice — and we cover the return postage. You do not need to return perishable or damaged food for the refund unless we ask.

Non-delivery

If your order does not arrive within 10 working days of the dispatch email, contact us. Once we have confirmed the loss with Royal Mail we will resend or refund in full.

How refunds are paid

Refunds go back to the original payment method via our payment processor (Shopify Payments). Allow 5-10 working days for your bank to show the credit after we process it.

Nothing in this policy affects your statutory rights.

Model cancellation form

You do not have to use this form: an email to info@heldi.co.uk saying you wish to cancel is enough. It is here because the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 require us to provide it. Complete and return it only if you want to cancel.

To Heldi LTD, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, info@heldi.co.uk:

I/We [] hereby give notice that I/We [] cancel my/our [] contract of sale of the following goods []:

Ordered on [] / received on []:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

Date:

[*] Delete as appropriate.