Refund policy

Return & Refund Policy

At Grandma’s Kimchi, we take great care in preparing, packaging, shipping, and delivering our products so they arrive fresh and ready to enjoy. Because our kimchi is a perishable, refrigerated food product, please review the following policy before placing your order.

Returns & Exchanges

Because our kimchi is a perishable, refrigerated food product, all sales are final. For food safety reasons, we do not accept physical returns or exchanges once an order has been shipped or delivered.

Damaged, Incorrect, or Missing Orders

If your order arrives damaged, you receive the wrong product, or an item is missing from your order, please contact us within 24 hours of delivery.

Please include your order number, a description of the issue, and clear photos of the product and packaging when applicable. We may request additional information reasonably necessary to evaluate the issue.

Any refund, replacement, or store credit that Grandma’s Kimchi may voluntarily provide does not create an obligation to provide the same resolution in other circumstances.

Product Condition & Food Safety Concerns

If your order arrives in a condition that causes concern about the safety of the product, do not taste or consume it.

Please contact us within 24 hours of delivery and provide your order number, a description of the issue, and clear photos of the product and packaging when applicable.

Because our products require refrigeration, customers are responsible for promptly retrieving and properly refrigerating their orders after delivery.

Grandma’s Kimchi is not responsible for deterioration or other product issues resulting from improper handling or storage after delivery, including failure to retrieve or refrigerate the product promptly.

Shipping Delays

Carrier delays can occasionally occur after an order leaves our facility. Delivery dates and transit times provided by a carrier or displayed at checkout are estimates and are not guaranteed.

If your shipment is significantly delayed or you have concerns about the condition of the product when it arrives, please contact us within 24 hours of delivery and do not taste or consume the product.

Refunds, replacements, or store credits due to carrier delays or other circumstances outside our control are not guaranteed.

Local Delivery

Customers are responsible for providing a complete and accurate delivery address and all applicable information needed to access the delivery location.

If a local delivery cannot be completed because of an incorrect or incomplete address, inaccessible building, incorrect or non-working access code, missing delivery instructions, inability to reach the customer, or another access issue outside our control, refunds, replacements, store credits, and redelivery are not guaranteed.

Once an order has been successfully delivered, customers are responsible for promptly retrieving and refrigerating the product.

Grandma’s Kimchi is not responsible for loss, theft, or deterioration occurring after confirmed delivery.

Additional terms regarding local delivery are provided in our Shipping & Local Delivery Policy.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete and accurate shipping or delivery address at checkout.

We cannot guarantee refunds, replacements, store credits, or redelivery for orders that are delayed, misdelivered, returned, or cannot be delivered because of an incorrect or incomplete address or other incorrect information provided by the customer.

For local delivery orders, delivery addresses cannot be changed once the order is out for delivery.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

We will do our best to accommodate cancellation requests received before production or fulfillment has begun. Once an order has been prepared, packaged, shipped, or is out for delivery, it may no longer be eligible for cancellation.

Refunds

If a refund is approved, it will be issued to the original payment method. Please allow additional time for your bank or credit card company to process and post the refund.

Any refund, replacement, or store credit provided by Grandma’s Kimchi is provided at our discretion where permitted by law and does not create an obligation to provide the same resolution for other orders or circumstances.

Nothing in this policy limits any rights or remedies that cannot be excluded under applicable law.