Refund policy

 Return & Refund Policy

Effective Date: [16 July, 2026]

Customer satisfaction is our priority. This policy explains your rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, alongside our own store terms.

2.1 Your Legal Right to Cancel (Consumer Contracts Regulations 2013)

For most online purchases, UK law gives you 14 days from delivery to cancel your order for a full refund, without giving a reason. However, the Regulations specifically exempt goods that are perishable or liable to deteriorate or expire rapidly (Regulation 28(1)(d)) — which is why perishable, fresh, frozen, and dairy items are excluded below. This exemption is a genuine legal carve-out, not just a store preference.

2.2 Items That Cannot Be Returned

For hygiene, food safety and legal reasons, the following cannot be returned once delivered:

• Perishable, frozen, fresh and dairy food items

• Opened food items

• Products where the safety seal has been broken

2.3 Eligible Non-Food Returns

Eligible non-food items may be returned within 14 days of delivery, provided they are unused, unopened (where applicable), and in their original packaging with proof of purchase.

2.4 Damaged, Faulty or Incorrect Items

If an item arrives damaged, faulty, or is not what you ordered, please report it within 48 hours of delivery, including your order number and photos of the item/packaging. This is in addition to — not instead of — your statutory rights.

Your statutory rights under the Consumer Rights Act 2015: Goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• Within 30 days of delivery, you're entitled to a full refund for faulty goods.

• After 30 days (up to 6 months), we get one opportunity to repair or replace before you can request a refund.

• These rights apply regardless of the 48-hour reporting window above, though prompt reporting helps us resolve issues faster.

2.5 Refunds

Approved refunds are issued to your original payment method within 5–10 business days of approval. Where a legal cancellation or faulty-goods refund applies, we will process it within 14 days of confirming eligibility, as required by law.

2.6 Non-Refundable Items

• Opened food products

• Perishable goods

• Frozen goods after delivery

• Items damaged by the customer after delivery

• Clearance/sale items, unless faulty

2.7 Order Cancellation

Orders can be cancelled free of charge before dispatch. Once an order has been dispatched, our standard returns process applies (see above), subject to the perishable goods exclusion.

2.8 How to Request a Return or Refund

Contact our customer support team via the Contact Us page with your order number, the item(s) concerned, and (for damaged/incorrect items) supporting photos.

2.9 Contact

Please contact customer support with your order details via our Contact Us page.