Refund Policy

Last updated: 31 October 2026

Thank you for ordering on Kinniyan. We want every order to arrive hot, correct and on time. If something goes wrong, this policy explains how returns, refunds and replacements work. Because food is perishable and made to order, our rules differ from those for ordinary goods.

Returns

Prepared food cannot be returned or resold once it has left the kitchen, so we do not accept physical returns. Instead, if there is a problem with your order, tell us and we will put it right with a refund or replacement as described below.

When you can get a refund

• The restaurant rejects or cancels your order, or cannot deliver it.
• Items are missing from your order.
• You received the wrong item.
• The food is damaged, spoiled, spilled or not fit to eat.
• The order arrives so late that it is no longer usable, because of the restaurant or delivery.
• You were charged twice, or charged for an order that was not placed.

Cancelling an order

You can cancel before the restaurant starts preparing your order, for a full refund. Once preparation has started, we usually cannot cancel or refund, unless one of the cases above applies.

Not eligible for a refund

• You changed your mind after the food was prepared or dispatched.
• No one was available at the delivery address, or the phone number given could not be reached.
• The address or details you entered were wrong.
• Personal taste, for example the food was not to your liking, when it matches its description.
• Allergic reactions where the allergen was not listed. Please read our Allergens & nutrition page and contact the restaurant before ordering.

Replacements and exchanges

We cannot exchange a dish for a different one. If your item is wrong, missing or damaged, we may offer a replacement or a refund of the affected items, depending on what you prefer and what the restaurant can supply.

How to claim

1. Contact us within 2 hours of delivery at info@kinniyan.com, quoting your order number.
2. Describe the problem and attach a clear photo of the food and packaging where you can.
3. We will review it with the restaurant and let you know the outcome.

Delivery charges

If the problem is caused by the restaurant or by us, we will refund the delivery fee together with the affected items. Delivery fees are not refunded when you cancel after dispatch or when delivery fails because of the customer.

Processing time

Approved refunds are started within 3 business days. Card refunds are returned to the original card and can take a further 5 to 10 business days to appear, depending on your bank. For cash on delivery orders, we will refund by bank transfer or account credit, whichever you choose.

Contact us

If you have any questions about this policy, contact Kinniyan, 94 Urban Council Road, Kinniya 04, Sri Lanka, info@kinniyan.com. We are here to help and to make sure your experience with us is a good one.