Returns

Our Returns Policy

We understand that sometimes you may need to return an item because you have ordered the wrong product, changed your mind, received an incorrect item, or received goods that are faulty or damaged.

We're here to help make the process as straightforward as possible.

Please read the information below before returning any goods.

Faulty or Defective Goods

If an item is faulty or defective, please contact us in writing at cs@thalioutlet.com within 28 days of receiving your order.

Please include:

• Your order details
• The item(s) you wish to return
• A description of the problem
• Whether you would prefer a replacement or refund

Where appropriate, we will arrange a replacement or refund for the affected goods.

Please do not return faulty goods without contacting us first.

Incorrect Goods

If we have sent you the wrong product, please contact our customer service team as soon as possible.

In most cases, we can arrange for the correct item to be sent and the incorrect item to be collected at the same time.

We will advise you on the return process when you contact us.

Unwanted or Incorrectly Ordered Items

If you have ordered an item in error or it is not suitable for your intended use, we may accept the return provided that:

• The item is unopened and unused.
• The original packaging is intact.
• The product is in a resalable condition.
• The return is made within the applicable return period.

For returns outside the standard 28-day period, we reserve the right to refuse the return or apply a 15% restocking charge.

Please contact us before returning any unwanted or incorrectly ordered goods.

Food & Hygiene Products

For food-contact, hygiene and other products where health and safety considerations apply, we can only accept returns where the product is unopened, unused and in its original packaging.

Any item that has been opened or used may not be accepted for return.

We reserve the right to refuse goods that have been physically damaged, opened or used.

Returning Your Goods

Please contact us before sending anything back.

When returning an item, please include the relevant order paperwork or a copy of your order documentation and clearly explain the reason for the return.

Goods should be returned in their original packaging, unopened and unused, unless we have specifically agreed otherwise.

Returns sent without the required order information may be delayed or refused.

Return Costs

Unless the return is due to an error on our part or we have agreed otherwise in advance, the customer is responsible for the cost and risk of returning goods to us.

We recommend using an appropriate tracked delivery service and keeping proof of postage until your return has been processed.

Where we have sent incorrect goods, we will normally arrange the appropriate collection or return procedure.

Refunds

Once your return has been received and approved, any agreed refund will be made using the same payment method used for the original purchase.

Where applicable, any agreed restocking or other charges will be deducted from the refund.

Please allow reasonable processing time for refunds to appear in your account after they have been issued.

Before You Return an Item

Please remember:

• Contact us before returning goods.
• Goods should normally be unopened and unused.
• Keep the original packaging.
• Include your order details or paperwork.
• Contact us within 28 days if goods are faulty or defective.
• We may refuse returns that are damaged, opened or used.
• Returns due to ordering errors are normally at the customer's cost.
• A 15% restocking fee may apply to eligible returns made outside the standard 28-day period.

Need Help With a Return?

If you're unsure whether your item can be returned, please contact our customer service team before sending it back.

Email: cs@thalioutlet.com

Our team will be happy to advise you on the next steps.

Thali Outlet

Catering Supplies. Food Packaging. Tableware. Delivered.