As product packaging and nutrition information may varies from supplier, the information and pictures provided on our website may differs with the actual product you received. We tried our best to keep all information updated but there may be times it was slipped pass. We thank you for your understanding.

If you are unsure whether the received product is what you have ordered, you can contact our customer service team for more information.

As product packaging and nutrition information may varies from supplier, the information and pictures provided on our website may differs with the actual product you received. We tried our best to keep all information updated but there may be times it was slipped pass. We thank you for your understanding.

If you wish to return the item, you may do so within 14 working days after the parcel being delivered. Items can be exchanged or refunded provided they are unopened in the original packaging and in a resaleable condition. Unfortunately, we are unable to offer refunds for any fresh or frozen items.

If you wish to return any item after you have received your order due to a change of mind, you may do so within 14 working days after the parcel being delivered. Items can be exchanged or refunded provided they are unopened in the original packaging and in a resaleable condition. Unfortunately, we are unable to offer refunds for any fresh or frozen items.

We are not responsible for the returned item until it has reached our warehouse, so please keep and use the original packaging materials from the delivery or purchase packaging materials on your own if you think it is required.

You are liable for any postage costs for the return and exchange. The item will be refunded after we have received the returned item. For return address and more information, please contact our customer service team.

We are really sorry but our company policy clearly stated that all return/exchange has to be done in 14 working days after the parcel was delivered. If you insist on returning the items to us, we remain the right to accept any returns and issue of refunds.

If there are items marked as out of stocks on the invoice, they will be refunded via the card/payment details you have provided during checkout. The refund will be done through Shopify. Please be reminded that the time of transfer, bank holidays and etc. may affect the duration for the refund to reach your account. If you still have not received the refund in 7 working days after your order is dispatched, please contact our customer service team for more information.

We are sorry to hear that the item you received was damaged during transit. If that is unfortunately the case, please contact our customer service team to make arrangements on the same day of receiving the delivered parcel for ambient orders, and report any incidents within 2 - 3 hours after receiving the parcel for fresh and frozen orders. Please provide photos of the damaged items in the email with your order number. We hold the right to make the final arrangements and decisions for the complaints made.

We are sorry to hear that some items are missing from your order. Please provide photo(s) of the opened parcel showing the order contents and the invoice number, then send an email to our customer service team (sales@orientalmart.co.uk). Our team will get back to you as soon as possible. Please note that we sometimes pack fragile items separately and apply extra protective layers, so be sure to check and unwrap everything when you receive the parcel.

If your order contains both fresh or frozen products along with ambient products, please be aware that we treat them as two separate consignments and dispatch them separately. Fresh items will be placed in a silver thermal bag to separate them from frozen items and dry ice. Please kindly check these carefully as well.

If that is the case, the item in question is very likely to be out-of-stock from our warehouse. The refund will be arranged in 1 - 2 working days after your order was dispatched. Please kindly allow up to 7 working days for the refund to reach your account. If you are unsure or did not receive the refund after 7 working days, please contact our customer service team and provide your order number, they will be able to look into it and further investigate.

This warranty does not cover:

• Damage caused by misuse, accidents, or unauthorised modifications
• Normal wear and tear (e.g., scratches, discoloration, fading) 
• Consumable parts (e.g., batteries, cables, filters) 
• Damage caused by power surges, lightning, or natural disasters
• Repairs performed by unauthorised technicians 

1. Contact our customer service at 01159507190 and choose option 1 or sales@orientalmart.co.uk. Or visit in-store.
2. Provide proof of purchase (receipt or invoice) and warranty card. 
3. Fill in the Faulty Product Replacement Request Form (provided upon communication) and provide photo evidence.
4. Our customer service team will guide you through the steps for return and replacement once these documents and evidence are provided.

This warranty does not cover:

• Any product with missing, damaged, altered, or otherwise unreadable IMEI or serial number label, manufacturer model or part number label.
• Any product that is returned without all original packaging and accessories, including the retail box, manuals, cables, and all other items originally included with the product.
• Any product that exhibits physical damage.
• Any product which appears tampered, customised, or altered in any way.

If you experience any issues with the product, please contact Xiaomi support team at https://www.mi.com/uk/support/ for fault diagnosis. If they identify a fault but cannot repair it, please email Orientalmart customer service team at sales@orientalmart.co.uk to arrange a replacement. Include your conversation history with Xiaomi support to help expedite the replacement process. Our support team will then guide you through the return and replacement steps.