When to tell us

What you bought	Tell us within
Fresh & perishable Bakery, fruit, vegetables, fresh meat, eggs, cheese	24 hours of delivery
Everything else Pantry, packaged and non-perishable items	48 hours of delivery

What we refund

• The item arrived damaged or leaking
• The item is defective, spoiled or past its date on arrival
• You received the wrong item
• An item is missing from your order

What you will need

• Your order number, or any other proof of purchase
• The product in its original packaging and condition
• A photo of the issue, where it is something we can see

What we cannot take back

Food is not like other retail — once it leaves our hands we cannot resell it. So there are a few things we are not able to refund:

• Perishable items reported more than 24 hours after delivery, or anything else after 48 hours
• Items opened or part-used, where there is no quality fault
• Personal care items and soaps once the seal is broken, for hygiene reasons
• Items that have spoiled after delivery through storage — for example, fresh produce or dairy left out of the fridge
• A change of mind, or a taste, smell or texture you did not expect, where the product is not faulty
• Orders with no order number or other proof of purchase

That last point is worth separating out: not liking a product is different from a product being faulty. Real food varies batch to batch, and unrefined, unadulterated things often taste unfamiliar at first. If you think something is genuinely wrong with what arrived, tell us and we will look at it.

How refunds are paid

Once approved, the amount goes back to your original payment method within 5–7 working days, depending on how quickly our payment partner processes it. We do not issue store credit or vouchers in place of a refund.

How to raise a refund