Template content — review before launch. This page was installed with the demonstration data. Replace it with wording that matches how your business actually operates, and have anything with legal or regulatory effect checked before you publish it.
Food safety comes first
Because these are food products, we cannot accept the return of a pouch that has been opened, unless the problem is with the product itself. This protects every other customer.
What we will always put right
Contact us within 48 hours of delivery if:
- A pouch arrived damaged, leaking or already open.
- The contents are not what you ordered.
- The product is past its best-before date on arrival.
- There is a genuine quality problem with the contents.
Please include your order number and photographs. We will replace the item or refund it.
Unopened items
Unopened, undamaged pouches can be returned within 7 days of delivery, provided they are still sealed and in resalable condition. Return shipping is at your cost unless the return is due to our error.
Cancellations
You can cancel an order yourself from your account while it is still unpaid and awaiting confirmation. Once an order has been dispatched it can no longer be cancelled online — contact us instead.
How refunds are made
Refunds are returned by the same route the payment arrived:
- Bank transfer: refunded to the account the payment came from.
- Card or online wallet: refunded through the same payment provider.
- Cash on delivery: refunded by bank transfer to an account in the orderer's name.
Refunds are recorded against the order, and you will receive an email when the refund status changes. Processing times depend on your bank or payment provider.
Wholesale orders
Wholesale and bulk orders are governed by the terms recorded on the relevant quotation. Where those terms differ from this page, the quotation applies.