Refund Policy

Due to the frozen and perishable nature of our products, frozen khinkali and other temperature-sensitive food items are non-returnable once shipped or delivered.

We do not accept returns based on personal preference, change of mind, incorrect storage after delivery, or failure to follow cooking or storage instructions.

If you have questions about a specific item before ordering, please contact us at khinkalifactory.co@gmail.com.

Please inspect your order immediately upon delivery.
If your order arrives damaged, thawed, spoiled, or incorrect, you must contact us within 24 hours of delivery and provide:

• Clear photos of the shipping box from all sides
• Photos of the internal packaging and cooling materials
• Photos of the product condition
• Your order number
• A brief description of the issue

This information is required for us to evaluate the issue and determine the appropriate resolution, which may include a replacement, refund, store credit, or another solution at our discretion.

Approved claims related to order cancellation, damaged, thawed, spoiled, or incorrect items may be resolved through store credit, replacement, or another solution at our discretion.
If store credit is issued:

• Store credit may be provided as a credit code or other approved method.
• Store credit can be used toward a future purchase on our website.
• Store credit is non-transferable.
• Store credit is not redeemable for cash.
• Store credit does not expire unless otherwise stated.

Refunds to the original payment method may not be available for perishable or frozen food items once the order has shipped.

We do not offer direct exchanges for frozen or perishable food items.
If an approved claim qualifies for store credit, a replacement, or another resolution, we will provide instructions on the next steps. Any resolution is handled at our discretion after reviewing the issue.

Frozen items are packed in insulated packaging designed to help maintain proper temperature during transit.
While we take precautions to protect frozen products during shipping, we cannot guarantee temperature integrity in cases of carrier delays, incorrect delivery addresses, missed deliveries, package theft, damage, extreme weather, or other unforeseen transit issues outside of our control.

By placing an order, you acknowledge and accept the risks associated with shipping frozen and perishable food products.
If your order arrives damaged, thawed, spoiled, or incorrect, please contact us within 24 hours of delivery and provide photos of the box, internal packaging, and product condition so we can review the issue.