Returns & refunds
Checkout does not take payment online; we arrange payment when we confirm your order with you. The following return and refund arrangements are provisional terms for website orders.
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Payments
Placing an order on this website does not charge you. Payment is arranged only when we call or WhatsApp you to confirm the order.
If you believe you have been charged in connection with this website, contact us with the date, amount and order reference, if available. Do not send full card details, passwords or one-time codes.
Cancellations and changes
The planned cancellation rule is to accept requests before dispatch. Contact us promptly with the order reference. Once an order has been sent, contact us to discuss the appropriate next step.
The website does not currently provide an automatic customer cancellation or refund facility. To cancel before we confirm, tell us when we contact you, or contact us with the order reference.
Change-of-mind returns and exchanges
Our provisional request period is 7 days after delivery. For a change-of-mind return, food products must remain unused, unopened and sealed in their original packaging. Contact us first for return instructions.
Return postage for a change-of-mind request is paid by the customer. Returned items are checked before an exchange or store credit is approved. Exchanges depend on stock; the provisional processing estimate is 10–14 working days after acceptance.
For approved change-of-mind returns, the planned remedy is store credit valid for six months. Original delivery charges, if any, are excluded from this voluntary change-of-mind arrangement. Store credit and exchanges are arranged with us directly, not through the website.
Damaged, incorrect or defective products
If you need to report a damaged, incorrect or otherwise concerning product, contact us with the product name, order reference if available, and a description of what happened. Photos of the item and packaging can help explain the issue.
Contact us for instructions before posting a product back. Return arrangements and an appropriate return address need to be confirmed for the particular enquiry.
The change-of-mind conditions above do not remove remedies available for faulty, incorrect or misdescribed goods. Keep enough of the item or packaging to explain the concern where possible; opening a product to discover a fault does not by itself turn the issue into a change-of-mind request.
Refunds
Where a monetary refund is due, including a paid order that cannot be fulfilled, the plan is to return it through the original payment method. Allow an estimated 5–10 working days for the amount to appear after the refund has been processed; payment-provider timing can vary.
The voluntary store-credit arrangement does not replace a monetary refund where one is required by applicable consumer law. Refunds are arranged with us directly, not through the website.
This page does not limit rights available under applicable consumer law.