25 Rose Kiln Lane
Our returns/refund policy is in accordance with EU distance-selling regulations (2000), which outlines your rights to cancel your order.
If you wish to cancel an order, written notice, by email/letter, must be given within 7 days of receipt of the good(s) and the good(s) must be returned, by recorded delivery, within 14 days of receipt. You must quote your order number and we will advise the return address/procedure.
We will only offer a refund or replacement as long as good(s) are sent back in their original condition, are unused and unopened in their original packaging. Please note for health and safety reasons, we will not be able to accept returns or refunds on any foods items in most cases and refunds will be by our discretion. Under no circumstances will refunds or returns be accepted on any food items that have been used, opened or had their security seal broken.
If your goods do not arrive in perfect condition, please contact us within 7 days of receipt. We may require proof of any damage that has occurred in transit in order to claim with the delivery company. Please therefore do not dispose of the damaged item or packaging as this will void any claim. We may require that the damaged or imperfect goods are returned, in which case return postage will be covered by us and refunded upon receipt, and in most cases we will require a photo of the damage to be forwarded by email. If your goods need to be returned for repair after 30 days of your order initially being placed, we are not liable to pay for any postage costs incurred.
In accordance with EU law, the cost of both original and return postage and packing shall be borne by the customer and deducted from any refund. This includes any item which may offer free shipping, for which the delivery cost will also be deducted from any refund. Refunds will be made within 30 days of receiving the written notice of cancellation. Refunds to credit and debit cards will be less a 70p charge to cover processing fees charged to us. We reserve the right to deduct a 10% restocking/recovery fee on each item returned. Your statutory rights are not affected.
Refunds will be processed within 14 days and will be less all delivery/postage costs. In the event that free postage was applied to an order, refunds will be adjusted to allow for the deduction of the original postage and packaging should they be returned. If you receive an incorrect or damaged item, please contact us immediately upon receipt and we will advise accordingly. In order to send any replacements, the incorrect or damaged item may need to be returned to us. Return postage charges incurred will be credited to your PayPal account once the item is received in our warehouse.*
*FOR ALL RETURNS – We cannot be responsible for any items lost in transit, therefore we advise that you use a recorded delivery service. Please note however, if you are eligible for a return postage credit, we will only refund postage costs for recorded delivery. We will not refund postage if you choose Special Delivery, courier or any other delivery method.