Refund policy

_Last updated: 17 August 2026_

## All sales are final — we do not accept returns

Caviar is a fresh, perishable food. Once a tin has left our cold chain we have no
way to verify how it has been stored, so for food-safety reasons **we cannot
accept returns or exchanges on any delivered product**, opened or unopened. This
applies to change of mind, unwanted gifts, and orders placed by mistake.

Please choose your species and tin size carefully before ordering. If you are new
to caviar, our [Caviar Guide](/caviar-guide) explains how each species tastes, and
we are happy to help you choose before you buy — just ask.

## If something arrives wrong, talk to us

We stand behind every tin we ship. If your order arrives in less than perfect
condition, **contact our customer care team** and we will review it with you and
agree the right outcome — a replacement, a credit, or a refund, depending on what
happened.

**caviarkitchenca@gmail.com**

Please get in touch within **48 hours of delivery** and include:

- your order number
- a photo of the tin, the outer packaging and the ice pack
- a short description of the problem

We ask for this because it is the only way we can tell a cold-chain failure from
a storage issue after delivery — and because it lets us take it up with our
carrier on your behalf.

Situations we will always look at:

- the tin arrived damaged, dented, leaking, or with a broken vacuum seal
- the order arrived warm, or the ice pack had fully melted
- you received the wrong species, the wrong size, or an item was missing
- the order arrived after its guaranteed date because of a carrier failure

We will not ask you to send the product back. In most cases we will ask you to
dispose of it — we would rather you did not eat caviar we are not confident in.

Outcomes are decided case by case by our customer care team. Nothing on this page
is an automatic entitlement to a refund.

## Cancelling an order

Orders can be changed or cancelled at no cost **until they are packed**. Because
every order is packed to order with cold-chain materials, once it has shipped it
cannot be cancelled or recalled.

Email **caviarkitchenca@gmail.com** with your order number as early as you can.

## Delivery and storage are shared responsibilities

Caviar must be refrigerated as soon as it arrives. Please make sure someone can
receive the parcel, or choose an address where it will not be left outside.

We cannot help with an order that was delivered successfully and then left
unrefrigerated, or one returned to us because nobody was available after repeated
delivery attempts.

If a delivery is at risk — a heatwave, a long weekend, an address you are unsure
about — email us **before** you order and we will schedule around it.

## Refunds, when agreed

Where customer care agrees a refund, it is issued to the original payment method.
Your bank will usually post it within 5–10 business days. Shipping is refunded
when the fault is ours or the carrier's.

## Contact

**Caviar Kitchen**
1 Yorkville Ave, Unit 108, Toronto, ON M4W 0B1, Canada
Customer care: **caviarkitchenca@gmail.com**

Nothing in this policy limits your rights under the _Consumer Protection Act,
2002_ (Ontario) or other applicable Canadian consumer-protection law.