Cancellations & Returns
All orders placed with us are legally binding, therefore if you do wish to cancel an order, please call us on +44 (0) 7926409104 to inform us as soon as possible.
1.2. 1 Cancellation Refunds
We reserve the right to impose a reasonable fee for the processing of any refund where a cancellation of an order is made, we will only do this where a charge to process a refund is past to us by our payment provider PayPal/WorldPay merchant Services.
For transparency these fees vary depending on the card you use to place your order;
Visa Debit – 1.18% of the full transaction value
Mastercard Debit – £0.58p unlimited value
Credit Card – 3.98%
We will inform you at the point you request a cancellation of the fee associated and allow you to make the decision as to whether you wish to continue with the refund or allow the order to be processed under our usual terms and conditions.
Once an order has been dispatched we will only be able to refund you upon receipt of the returned items. If you want to return your order to us it must not have been opened due to health & safety concerns, also it must reach us within 7 working days from the day you received it. Once received, we will process your refund within 7 days of receiving your return and cancellation advice. Please note that if you are returning the goods because you have changed your mind then please be aware we will not be able to refund the postage or the cost incurred for returning the goods.
If your order is received damaged we would ask that you contact us as soon as possible to arrange a refund, replacement or return. Once again we must stipulate that any returns must be sent to us within 7 days.
As all orders are insured in the unlikely event of damage occurring for any reason in transit, we can submit the necessary claim with the appropriate incumbent. In order to instigate a claim we will require notification within 48 hours of the delivery this can be via email or phone, we would also require photographic evidence of the damaged products in the packaging they arrived in.
There is no need to return the products to us and in most cases we will issue immediate action to reproduce, credit or refund your order, however in some cases we may need to wait until the claim is investigated. As always we will keep you fully informed of the progress.
1.5 Missing Items
In certain circumstances we will despatch orders with some items missing to either meet deadlines or because certain ingredients were unavailable, where this is the case we will either substitute items for a similar product or refund the missing items in full.
In cases where the wrong products have been received, please contact us we will work with you to resolve the matter.