Return & Refund Policy

Your return window

You have 7 days from the day your order is delivered — one full week to tell us you want to return an item. The clock starts on the delivery date recorded against your order, which you can see at any time on the order tracking page.

What matters is the date you tell us, not the date the item gets back to us. As long as you raise the return within 7 days, you then have a further 7 days to get the item back to us.

Once the window closes we can no longer accept a change-of-mind return. Quality problems are different — see food quality concerns below.

What can be returned

We will accept a return within the window when all of the following are true:

• The pack is unopened and sealed — food cannot be resold once its packaging has been opened.
• It is in its original packaging, with any free gifts or samples that came with it.
• All seals, labels and best-before dates are intact, and the product has been stored as its label directs (in a cool, dry place).
• You can show proof of purchase — your order number, invoice or the confirmation email is enough.

A pack that comes back crushed, or with its outer packaging damaged, can still be accepted at our discretion, but we may reduce the refund to reflect the loss in value. We will always tell you the amount and why before we process it.

What cannot be returned

Some things cannot be sent back once they have left us. These are excluded from change-of-mind returns:

• Opened food products — any pack whose seal has been broken, for food-safety reasons.
• Custom orders — made-to-order blends, gift kits or bulk packs prepared specifically for you.
• Gift cards and store credit.
• Items sold as clearance or close to their best-before date, where this was stated at the time of sale.
• Items spoiled or damaged after delivery — for example, stored in heat or damp, or exposed to moisture.

This list does not affect your rights where an item is faulty, not as described, or does not do what we said it would. Those are covered below and are never excluded.

Damaged, faulty or wrong item

If your order arrives damaged, incomplete, or is simply not what you ordered, tell us within 48 hours of delivery. That deadline exists so we can raise the claim with the courier while it is still open — after that they will not entertain it, and it becomes far harder for us to put right.

Please send us:

• Your order number.
• Photos of the item, the damage, and the outer carton it arrived in — including any courier labels.
• A short description of what is wrong.

An unboxing photo or video — showing the seal, the label and the best-before date — is the single most useful thing you can send and will get your claim settled fastest. Please keep the packaging until the claim is closed; the courier may want to inspect it.

Where the fault is ours or the courier's, we cover the cost of collection and either replace the item or refund you in full — your choice. You will never be asked to pay return postage on an item we got wrong.

Food quality concerns

A product that reaches you spoiled, contaminated, with a broken seal, or past its best-before date is never treated as a change-of-mind return. Tell us within 48 hours of delivery with photos of the product, its label and the best-before date, and we will replace it or refund you in full — including delivery.

If you only notice a problem later, when you open a sealed pack, contact us anyway. Please keep the pack and its label so we can trace the batch and put it right.

How to start a return

1. Contact us within 7 days of delivery — email hello@example.com, call 03174302678, or use the contact form. Quote your order number and tell us which item and why.
2. We confirm your return and send you a return reference. Please do not send anything back before you have that reference — unannounced parcels cannot be matched to an order and will be refused.
3. Pack the item securely in its original packaging, with everything that came with it, and protect it for transit. The item is your responsibility until it reaches us, so pack it as carefully as we did.
4. Bring it to our store, or arrange a courier with us if you cannot get there in person.
5. We inspect and refund. Inspection takes 1–2 working days from the item arriving, and your refund is issued within 7 working days of it passing.

Who pays return shipping

For a change-of-mind return, the cost of getting the item back to us is yours. We will always tell you the likely cost before you commit, and for anything bulky we can usually arrange a courier at a better rate than a walk-in counter.

For a damaged, faulty, incomplete or incorrectly supplied item, we pay — collection, return postage and the replacement's delivery. That applies regardless of the rule above.

The original delivery charge is refunded when the return is our fault, or when you cancel the whole order before it is dispatched. On a change-of-mind return of part of an order, the original delivery charge is not refunded, as the delivery was made.

How refunds are paid

Refunds go back by the same method you paid wherever the payment rail allows it. Once we have approved your return, the refund is issued within 7 working days.

The days after we issue a refund are in your bank's or the wallet provider's hands, not ours — card refunds in particular are usually the slowest to appear on a statement. We will give you a reference when the refund goes out so you can trace it if it has not landed in the expected time.

We do not charge a restocking fee. The only deduction we ever make is for missing parts or a drop in condition, and only after telling you first.

Exchanges

If you would rather swap an item than get your money back — a different pack size or variety — say so when you raise the return and we will treat it as an exchange. The same 7 days window and the same condition rules apply.

Where the replacement costs more, we will send you the difference to pay before it is dispatched. Where it costs less, the difference comes back to you as a refund by the method above.

Cancelling an order

You can cancel any order free of charge before it is dispatched — contact us as soon as you can and we will stop it. If you paid in advance, the full amount, including delivery, is refunded.

Once an order is with the courier it can no longer be cancelled, but you can refuse the delivery or return it under this policy after it arrives.

We may also cancel an order ourselves — if the item turns out to be out of stock, if the price or description was clearly wrong, or if we cannot verify the payment or delivery details. We will tell you why and refund you in full. This is set out in our Terms & Conditions.

Contact us

To start a return or ask anything about this policy:

• Email hello@example.com
• Call 03174302678
• WhatsApp message us

Related: Shipping Policy · Chargeback Policy · Terms & Conditions