Returns Policy
This returns policy does not affect your statutory rights and therefore does not affect your right of cancellation.
As well as your statutory cancellation rights, you can return products within 30 days of receipt of the products if the products are in an unused and undamaged condition.
Condition of Returned Goods
You must return each item in the same condition in which you received it. This means that new items must be returned unused and undamaged. Used items must not have any additional signs of use or damage. If the goods arrive back to us in the same condition when sold, you will receive a full refund for the value of the goods.
If goods are returned to us after the statutory period due to insufficient information provided to us and you require a refund, we will only refund the value of the goods and not the delivery charge.
If goods are not received in the same condition as when sold, you may only receive a partial refund or no refund at all depending on the condition of the goods. Once a returned item has been processed, we can't send it back to you.
Non-Returnable Items
The same exclusions apply to our Returns Guarantee as for the right of withdrawal.
The following products thus cannot be returned under the Returns Guarantee (unless defective):
- Products which are not suitable for return due to health protection or hygienic reasons if unsealed by you after delivery, or which are, after delivery, inseparably mixed with other items.
- Goods made to your specifications or clearly personalised; especially bespoke products tailored to your brand or company name.
- Goods which may deteriorate or expire rapidly.
- A service, if the supplier has fully performed it and you accepted when you placed your order that the supplier could start to deliver it, and that you could not cancel it once delivery had started.
Returns Costs & Methods
If you have received an item that is either incorrect, damaged, defective, or does not match its description, we will send you a paid postage label via email to send the item back to us (Under 2kg) or arrange a collection at our cost (Above 2kg).
If your return is not the result of our error, we can send you a paid postage label via email (Under 2kg) or arrange a courier collection for parcels over 2kg and deduct the cost from your refund. Collection costs for a parcel under 2kg will cost from £3.50 + VAT (Cost may vary outside of UK mainland). Collections for parcels over 2kg will start from £13.95 + VAT.
Please note that returns that contain multiple items, large items or not within the UK mainland, may cost more. If this is the case, we will make you aware of the cost price before arranging collection.
If our arranged collection is missed, you will still be charged for the collection and it will be deducted from your refund. We may or may not rearrange a collection at this point depending on the circumstances.
Damaged Deliveries
Please check your order as soon as possible after delivery. If any items have arrived damaged or broken, please contact us within 7 days of delivery.
Different reporting periods apply to certain product types:
- Crockery, Glassware & Cutlery: Please report any damage or breakages within 3 days of delivery.
- Equipment: Please report any damage within 24 hours of delivery. Our equipment suppliers require damage claims to be reported within this timeframe and advise that equipment should be checked for visible damage upon receipt.
When reporting a breakage, please provide your order number together with clear photographs showing:
- The damaged or broken item(s).
- The quantity affected.
- The internal and external packaging.
- The shipping label on the parcel, where possible
Please retain the damaged goods and all packaging until we have confirmed how the return will be handled. Do not dispose of any damaged items or packaging as in most cases, damaged or broken goods will need to be returned to us before a replacement or refund can be processed. We will advise you of the return arrangements and, where the damage is confirmed, arrange the return at our cost.
Once the returned goods have been received and assessed, we will arrange an appropriate resolution, which may include a replacement or refund depending on the circumstances and availability of the goods.
Missed Deliveries
If goods are returned to our depot due to failed attempted deliveries or no collection from the pick-up location, you may be charged again for a redelivery. If this happens after the statutory cancellation period and you require a refund, you will not be refunded the delivery costs.
If goods are returned to the depot after 30 days of receipt of the goods purchased due to failed attempted deliveries or no collection from the pick-up location, you will not be entitled to a refund.
Defective Items After 30 Days
If your item becomes defective after the 30-day return period, we will not accept a return due to the goods being consumable products.
