Desi, good value and halal

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Returns & refunds

Returns and complaints

This page explains how to return goods if you have changed your mind (withdrawal) and what to do if something is wrong with your delivery (complaint). Our withdrawal instructions and our terms and conditions are legally binding; this page summarises them in plain language.

What you can return within 14 days

As a consumer you can withdraw from the contract within 14 days of receiving the goods without giving a reason. This applies, for example, to:

  • unopened, shelf-stable food such as rice, lentils, flour, spices, tea, tinned food and snacks, including sweets in tins or jars (e.g. tinned rasgulla or gulab jamun),
  • clothing (e.g. kurta, salwar kameez, saree, fotua, lungi, gamcha),
  • household goods and other non-food items.

You cannot return:

  • goods that deteriorate rapidly: fresh fruit and vegetables, fresh and frozen meat and fresh or frozen fish, all chilled and frozen goods, fresh sweets and baked goods,
  • fresh halal meat, which we cut for each order,
  • food, cosmetics and personal care products whose packaging or seal you have opened after delivery.

How to declare your withdrawal

  • Online: use the button “Withdraw from contract here” in the footer of every page or go directly to tukwila.de/widerruf/. Enter your order number and e-mail address, check your details and click “Confirm withdrawal”. You immediately receive an acknowledgement of receipt by e-mail with the date and time.
  • By e-mail to [email protected] or by letter to Tukwila Supermarket, Bautzner Straße 16, 01099 Dresden, Germany. You can use the model withdrawal form from our withdrawal instructions, but you do not have to.

You do not have to give a reason. It is enough to send your withdrawal within the 14 days.

How to send the goods back

  • Send the goods no later than 14 days after your withdrawal to: Tukwila Supermarket, Bautzner Straße 16, 01099 Dresden, Germany. You can also hand them in at our shop during opening hours (Monday to Saturday, 10:30 to 20:00).
  • You bear the direct cost of returning the goods. Please use a tracked service and keep the proof of postage.
  • The original packaging is not a requirement. Please pack the goods so that they are not damaged on the way back, and enclose a note with your order number.
  • You may try on clothing as you would in a shop. You may have to compensate for any loss in value caused by use beyond that (e.g. worn, washed, labels removed).

Refund

  • We refund the purchase price no later than 14 days after receiving your withdrawal. We may withhold the refund until the goods have reached us or you have sent us proof of postage.
  • If you withdraw from the entire order, we also refund the shipping costs for standard delivery.
  • The refund is made using the payment method you paid with: card payments back to your card, Klarna via Klarna, bank transfers (WhatsApp orders) to your account. We do not charge any fees for this.
  • You receive a voucher instead of money only if you expressly choose one.

Wrong, missing or damaged goods

If an item is missing, wrong or damaged, or fresh goods are not in order, please contact us, ideally with your order number and a photo:

  • by WhatsApp at +49 152 10620242,
  • by e-mail at [email protected],
  • by phone at +49 351 65399981.

For fresh and chilled goods it helps us a lot if you contact us within 24 hours of delivery, because then we can best resolve the case with GLS. You do not lose your statutory rights if you contact us later.

The statutory rights for defects apply (warranty, two years from delivery). For defective goods we send you a replacement or, if you prefer, refund the purchase price of the item concerned. We bear the cost of returning defective goods; you do not have to send back perishable goods – a photo is usually enough. If an item is missing, we send it later or refund the price.

If the parcel is visibly damaged, ask the GLS driver to confirm the damage if possible and send us photos of the parcel and its contents. This is not a condition for your rights either, but it helps us resolve the matter with GLS.

Best-before date (MHD)

The best-before date is not a use-by date: stored correctly, many foods are still perfectly fine after it. We label items with a short or reached best-before date on the product page, often at a reduced price. If you ordered such an item, the short best-before date alone is not a reason for a complaint. If, however, we deliver goods with an unreasonably short remaining shelf life without telling you, please contact us.

Questions?

Message us by WhatsApp at +49 152 10620242 or e-mail [email protected], or call us at +49 351 65399981 (Monday to Saturday, 10:30 to 20:00).