1. Start a return or report a problem
Contact [CUSTOMER SUPPORT EMAIL] or [CUSTOMER SUPPORT PHONE] with your order reference, the affected item and a description of the issue. Where useful, include photographs of the item and packaging. Do not send full payment-card details or passwords.
Return address: [CONFIRMED RETURNS ADDRESS]. [CONFIRM WHETHER CUSTOMERS NEED RETURN AUTHORISATION OR A COLLECTION BOOKING BEFORE SENDING ITEMS].
2. Damaged, incorrect or missing items
If an item arrives damaged, is incorrect, is missing or appears unsafe, contact us promptly with the order details. Do not consume food that appears spoiled or use a product that appears unsafe.
[CONFIRM THE REPORTING PROCESS AND AVAILABLE REMEDIES FOR DAMAGED, DEFECTIVE, MISDESCRIBED OR MISSING GOODS]. Nothing in this policy removes rights or remedies available under applicable consumer law.
3. Return window and eligibility
Return request window: [NUMBER OF DAYS AND WHEN THE PERIOD STARTS]. Change-of-mind returns: [CONFIRM WHETHER ACCEPTED AND APPLICABLE CONDITIONS].
Item condition and proof of purchase: [CONFIRM PACKAGING, ACCESSORIES, RECEIPT REQUIREMENTS AND ACCEPTABLE ALTERNATIVE PROOF OF PURCHASE].
4. Fresh food and special categories
[CONFIRM THE RULES FOR FRESH, CHILLED, FROZEN OR PERISHABLE GOODS, OPENED HYGIENE PRODUCTS, PERSONALISED ITEMS AND ANY OTHER RESTRICTED CATEGORIES].
Any change-of-mind exclusions must be distinguished from remedies for faulty, unsafe or incorrectly supplied goods. [CONFIRM SAFE HANDLING OR DISPOSAL INSTRUCTIONS FOR AFFECTED FOOD ITEMS].
5. Cancellations and exchanges
For cancellation requests, contact [CUSTOMER SUPPORT EMAIL] with your order reference. [CONFIRM CANCELLATION CUTOFF, DISPATCH RESTRICTIONS AND HOW CUSTOMERS ARE NOTIFIED OF THE OUTCOME].
Exchanges: [CONFIRM AVAILABILITY, STOCK CONDITIONS AND HOW PRICE DIFFERENCES ARE HANDLED].
6. Return delivery and costs
[CONFIRM COLLECTION OR DROP-OFF OPTIONS, WHO PAYS RETURN COSTS FOR EACH TYPE OF RETURN, AND WHETHER ORIGINAL DELIVERY CHARGES ARE REFUNDED].
7. Refund method and timing
[CONFIRM INSPECTION OR APPROVAL PROCESS AND WHEN THE CUSTOMER WILL RECEIVE AN UPDATE].
Refund method: [CONFIRM METHOD FOR CARD, CASH AND OTHER PAYMENT TYPES]. Processing time: [NUMBER OF BUSINESS DAYS AND THE EVENT THAT STARTS THIS PERIOD]. [CONFIRM ANY ADDITIONAL BANK OR PAYMENT-PROVIDER PROCESSING TIME].
If a refund has not arrived within the confirmed timeframe, contact [CUSTOMER SUPPORT EMAIL] with your order reference.