RETURNS AND REFUNDS POLICY – STANDARD TRADING TERMS

SCOPE AND APPLICATION
This policy governs the return of goods and associated refunds for transactions conducted through our international British food distribution platform. It defines acceptance criteria and the procedural framework for processing.

ELIGIBILITY CRITERIA
Returns are accepted only where goods remain in saleable condition, complete in all components, and free from customer-induced alterations. Returns may be declined where products exhibit damage, deterioration, incompleteness, or excessive use beyond normal handling.

CLAIM INITIATION PERIOD
Return requests must be submitted within a reasonable timeframe post-delivery. Applicable periods may vary by jurisdiction and product classification.

NON-RETURNABLE ITEMS
The following categories are excluded: customised/personalised goods, products with broken seals (hygiene grounds), and other specified categories. Exclusions are identified at point of sale.

ACCESSORIES AND COMPONENTS
Returned goods must include all original accessories, parts, and packaging. Absence of essential components may affect acceptance and the final refund calculation.

DEFECTIVE OR NON-CONFORMING GOODS
Where goods are defective, damaged upon delivery, or fail to match the product description, a separate claims process applies. We may request supplementary evidence – including imagery – to evaluate the claim.

INCORRECT GOODS SUPPLIED
In cases where the delivered item differs from the ordered product, a return request may be initiated. Validation is performed via order record verification.

RETURN SUBMISSION PROCESS
Returns are initiated through the customer account portal: select the order and item, choose the return function, complete the required fields, and submit.

INSPECTION AND QUALITY ASSURANCE
All returned goods undergo a formal inspection upon receipt to assess condition, completeness, and compliance. Acceptance is determined by adherence to the criteria defined herein.

REFUND EXECUTION
Following approval, refunds are processed using the original payment instrument or an equivalent authorised method. The refund value is the purchase price, subject to reasonable adjustment based on the product’s returned state.

REFUND TIMING
Refund settlement periods vary by payment service provider and internal verification protocols. Approved refunds are initiated without unjustified delay.

EXCHANGE AVAILABILITY
Exchanges are offered subject to stock availability. Where exchange is not possible, the applicable refund process shall apply.

PARTIAL RETURNS
Multi-item orders may be returned partially. Each item is assessed independently, with decisions made per individual product.

CANCELLATION POLICY
Cancellation is permitted prior to dispatch, subject to fulfilment status. After dispatch, the standard return procedure applies.

ABUSE PREVENTION
We reserve the right to restrict or decline return requests where objective indicators point to fraudulent or abusive behaviour, in compliance with applicable regulations.

STATUTORY RIGHTS
This policy operates without prejudice to the buyer’s statutory rights. Mandatory legal protections in the buyer’s jurisdiction shall take precedence where applicable.