Our Commitment
We stand behind every product we ship. If something is wrong with your order, we will make it right — no arguments, no excessive hoops.
What We Accept
Damaged or broken products: If a product arrives damaged, cracked, or with a compromised seal, contact us within 48 hours of delivery with a photograph and your order number. We will dispatch a replacement or issue a full refund immediately.
Wrong items received: If you receive a product different from what you ordered, contact us within 48 hours. We will send the correct item and arrange collection of the incorrect one at no cost to you.
Quality issues: If a product is past its best-before date or has a quality defect (unusual smell, visible contamination), contact us within 7 days of delivery. We will replace it or refund it in full.
What We Do Not Accept
Because our products are food items, we do not accept returns of opened or partially used products unless there is a genuine quality or safety defect. We cannot accept returns based on personal preference (e.g., "the flavour was too strong" or "it wasn't what I expected") — we encourage you to read ingredient and flavour descriptions carefully before ordering.
How to Raise a Claim
Email us from the Contact page or write to our support address. Please include:
• Your order number
• A clear photograph of the product and, if applicable, the damage
• A brief description of the issue
We aim to respond within 1 working day. Refunds are processed to the original payment method within 5–7 working days of approval.
Cancellations
Orders can be cancelled before dispatch (typically within the first 12 hours after purchase). After dispatch, we cannot cancel an order, but you may raise a return claim on receipt.
For bulk or wholesale orders, please refer to the terms outlined in your trade agreement.