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 upon delivery. If your order arrives thawed or damaged, please contact us by 11:00 PM on the delivery date at khinkalifactory.co@gmail.com and include photos of the product and packaging so we can quickly resolve the issue.

We will review the information 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 orders ship every Monday and Wednesday. Orders placed after Wednesday’s shipping cutoff are scheduled for the following Monday.

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 our control.

By placing an order, you acknowledge and accept the risks associated with shipping frozen and perishable food products.

Please inspect your order upon delivery. If your order arrives thawed or damaged, please contact us by 11:00 PM on the delivery date at khinkalifactory.co@gmail.com and include photos of the product and packaging so we can quickly resolve the issue.