Overview

We want our customers to be satisfied with every order. This Refund Policy explains when refunds or replacements may be offered for frozen food orders delivered within the UK. By placing an order, you agree to the terms outlined below.

Perishable & Frozen Food Policy

Due to the nature of frozen and perishable food products, we are generally unable to accept returns once an order has been delivered.

This is to ensure food safety and hygiene standards are maintained at all times.

Refund Eligibility

We may offer a refund or replacement in the following situations:

• You received the wrong item

• Items were missing from your order

• Products were damaged, leaking, or unsafe to consume upon delivery

• Your order arrived defrosted due to a delivery issue caused by us

Proof may be required, such as clear photos taken at the time of delivery.

Non-Refundable Situations

• Refunds will not be issued for:

• Change of mind after delivery

• Incorrect storage of food after delivery

• Failure to be available at the agreed delivery time

• Minor cosmetic damage to packaging that does not affect food safety

• Orders where delivery instructions were not followed by the customer

Delivery & Local Handling (Bristol)

All orders within Bristol are handled and delivered by us directly to ensure quality and temperature control.

Please ensure someone is available to receive the order at the agreed time. Once the order has been successfully delivered, responsibility for storage transfers to the customer.

Reporting an Issue

If there is a problem with your order, please contact us:

• Within 24 hours of delivery

• With your order number

• Including clear photos of the issue

We aim to review all requests fairly and respond as quickly as possible.

Refund Method & Processing Time

We may transfer your personal information outside the UK or the EU. If such transfers occur, we will ensure that appropriate safeguards are in place to protect your data.

Holidays & Service Interruptions

Approved refunds will be issued to the original payment method used at checkout.

Please allow 3–5 working days for the refund to be processed, depending on your payment provider.

Consumer Rights

Nothing in this policy affects your statutory rights under the UK Consumer Rights Act 2015.