Refunds when something happens…
Details of our refund policy are included in our general terms and conditions. The following are the relevant sections:
8. YOUR CONSUMER RIGHT OF RETURN AND REFUND
This clause 8 only applies if you are a consumer.
8.1 IF GOODS ARE NOT FIT FOR CONSUMPTION ON RECEIPT OF DELIVERY PLEASE CONTACT US IMMEDIATELY. YOU MUST NOT CONSUME A PRODUCT THAT YOU BELIEVE IS NOT AT THE RIGHT TEMPERATURE OR IS NOT FIT FOR CONSUMPTION.
IF YOU HAVE ANY DOUBTS, DO NOT ATTEMPT TO CONSUME THE PRODUCT AND CONTACT US IMMEDIATELY. WE WILL ENDEAVOUR TO REPLY QUICKLY BUT IF THE REPLY IS DELAYED – DO NOT CONSUME THE PRODUCT.
8.2 Most of the Products on our site are perishable. This means that the right to cancel a Contract does not apply. However, we understand that sometimes you may need to cancel an order and although our products are specifically prepared for your order, if you contact us more than 48 hours before the date your delivery is due, it may be possible to cancel the Contract.
8.3 For non-perishable goods, your legal rights to cancel still apply.
8.4 As a consumer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office.
8.5 If you have returned a Product to us because it is faulty or mis-described, we will refund the price of such defective Product in full, together with any applicable delivery charges or reasonable costs you incur in returning the Product to us.
8.6 Unless the Products are faulty or not as described (in this case, see clause 8.5), you will be responsible for the cost of returning the Products to us or, where relevant, the cost of us collecting the Products from you;
8.7 You have a legal obligation to keep the Products in your possession and to take reasonable care of the Products while they are in your possession.
8.8 Where applicable, refunds will be made to you using the same method and to the same account as used by you to pay for your order.
9. OUR RIGHTS TO CANCEL AND APPLICABLE REFUND
9.1 If we have to cancel an order for Products before the Products are delivered, due to an Event Outside Our Control or the unavailability of stock, we will contact you promptly. If we have to cancel an order in these circumstances and you have made any payment in advance for Products that have not been delivered to you, we will refund these amounts to you as soon as possible.