Eligibility depends on the order timeline, product returnability, reported condition and the evidence available to the support team.
Cancelling before fulfilment
Customers can request cancellation while an order remains in an eligible Pending or Confirmed stage. Once preparation, dispatch or delivery has progressed, cancellation may no longer be possible.
- Open the order page to use the available cancellation action.
- A cancellation is complete only when the order status confirms it.
- Kirdom may also cancel an order because of unavailable stock, an invalid address or an operational issue.
Reporting a delivered item
If an item is missing, incorrect, damaged or materially different from the confirmed listing, report it promptly from the order record or through verified support.
- Keep the item, original packaging and invoice until the review is complete.
- Provide clear photographs when the issue is visible.
- Do not continue using a product after discovering a defect that could make the issue worse.
Return window and review
A returnable product can generally be submitted for review within 7 days of delivery unless a different rule is displayed for that product. Submission does not automatically approve the return.
- The team checks product returnability, delivery date, issue details and available evidence.
- Pickup or handover instructions are provided only after the request is accepted.
- The returned item should include supplied accessories and packaging where reasonably possible.
Products with restricted returns
Fresh food, prepared food, perishable goods, hygiene-sensitive items, personalised goods and products marked non-returnable can have restricted eligibility.
- An incorrect, damaged or defective delivery can still be reviewed.
- Preference changes after use do not normally qualify.
- Safety concerns should be reported immediately and the item should not be consumed or used.
Refund method and timing
After approval, an online payment is normally refunded through the original payment route. COD or exceptional cases may require verified bank or another agreed payout detail.
- Kirdom records the refund decision and available reference against the order.
- Banks and payment providers can take additional working days to post the credit.
- Delivery or convenience charges are refunded only when the approved resolution includes them.
Rejected or partial requests
A request can be rejected or approved partially when the order record, product condition or evidence does not support the full claim.
- Support will record the resolution on the request.
- Customers can share relevant missing information through a verified support channel.
- Fraudulent or repeatedly abusive claims may lead to account restrictions.
Questions about this page or a specific order should be sent through a verified Kirdom support channel.
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