Extending UK Consumer Standards to All Our Customers

While my store primarily serves the UK, we hold ourselves to the highest standards of consumer protection, ensuring that your return and refund rights are robustly managed. This comprehensive policy details our firm refund policy and how we manage returns that may involve complex logistics, such as damage resulting from poor cold chain performance.

The Full Refund Policy

We guarantee a full, non-negotiable refund in the following circumstances:

Goods are Faulty/Damaged: Including spoilage of perishable goods before the use-by date due to transit or storage failure on our part.

Goods Not as Described: The product received materially differs from the description or image on our website.

Cancellation under the 14-Day Cooling-Off Period: For eligible non-perishable items returned unopened and unused.

Complete Order Loss: The order is confirmed as lost by our shipping carrier.

Specific Refund Rules for Perishables (Cold Chain Failures)

If your chilled or frozen items arrive warm or defrosted due to a proven failure in our cold chain packaging or a courier delay, we guarantee a full and immediate refund for those affected items, without requiring their return. We value your safety and do not require you to ship back potentially unsafe food. Photographic evidence of the packaging and product condition is required for this claim.

Managing Return Shipping Costs

Faulty/Damaged Items: We cover all return shipping costs.

Change of Mind: The customer is responsible for the return shipping cost.

We are transparent about the total cost of the refund. When a refund is issued, it includes the full price of the returned item(s) and, for faulty items, the cost of the original standard outbound delivery, ensuring you are made financially whole in accordance with UK consumer law.