Return and Refund Policy

For a return, replacement or refund request, contact [[SUPPORT_EMAIL]] or [[SUPPORT_PHONE]] with your order number, the item concerned and a description of the problem. Support availability: [[SUPPORT_HOURS_AND_TIMEZONE]].

Our voluntary change-of-mind return rule for sealed food products is [[CHANGE_OF_MIND_RETURN_RULE]]. Eligibility window, condition requirements and any return-shipping responsibility are [[VOLUNTARY_RETURN_CONDITIONS]]. Opened or partly used food may have food-safety restrictions for voluntary returns; this does not by itself disqualify a complaint about a defect discovered only after opening.

If an item arrives damaged, leaking, incorrect, spoiled, expired or otherwise not as described, contact us promptly. Do not consume a product you reasonably believe is unsafe. Keep the packaging and batch information where safe and practical. We may request relevant photos or other reasonable evidence to understand the issue. An unboxing video is not the sole acceptable evidence and is not an automatic condition for considering a valid claim.

Our requested reporting window for prompt investigation is [[ISSUE_REPORTING_WINDOW]]. A request outside that operational window is not automatically rejected where a defect was not reasonably discoverable earlier or where a legal right remains available. Claims about delayed delivery are considered with the delivery promise, actual circumstances and applicable rights.

We review the circumstances and applicable law to determine the appropriate remedy, which may include replacement, refund or another agreed remedy. A requested replacement depends on stock availability and must not delay a refund that is legally due. Store credit is not imposed in place of a refund owed by law. Assessment/update timing: [[CLAIM_ASSESSMENT_TIME]].

Please contact us before sending an item so we can provide the correct instructions. Return address: [[RETURN_ADDRESS_OR_COLLECTION_PROCESS]]. Do not send unsafe food through the post without instructions or contrary to carrier rules. For a problem attributable to our fulfilment or non-conforming goods, necessary collection or return costs will not be shifted to you where we are legally responsible. Voluntary-return costs follow the confirmed rule above.

An approved refund will identify the affected items, relevant discounts and any shipping charges included. Shipping charges are refunded where required by law or under the confirmed circumstances in [[SHIPPING_CHARGE_REFUND_RULE]]. Refunds normally go to the original payment method. If this is unavailable, we will agree a lawful alternative. Cash-on-delivery refund arrangements, if COD is offered: [[COD_REFUND_PROCESS]]. Do not send payment passwords, card security codes or OTPs to receive a refund.

Our timeframe to initiate an approved refund is [[REFUND_INITIATION_TIME]]. The payment provider may take an additional [[PAYMENT_PROVIDER_CREDIT_TIME]] to reflect the credit. We will provide available confirmation or transaction reference information. If a refund has not arrived within the stated time, contact support so we can investigate. Any mandatory refund deadline takes priority.

Requests involving ordinary change of mind, preference, or damage caused after delivery are assessed under the confirmed voluntary-return rules and available evidence. No category, discount, sale label or food-product designation automatically removes a legal remedy. Nothing in this policy excludes, restricts or replaces any consumer right or remedy that cannot lawfully be excluded. Where a mandatory legal requirement provides greater protection, that requirement applies.

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