Returns / Refund Policy
For some of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs. This is subject to some conditions, as set out below.
Please note that in relation to all perishable goods sold by us, the 14 day cooling off period as set out in this policy shall not apply.
Please note that, notwithstanding your statutory rights, delivery charges shall only be refunded in the event that you return your whole order.
If you change your mind about a product you must let us know no later than 14 days after the day one of our couriers deliver it that you wish to cancel your order. You have another 14 days to return the products once you have informed us. Once we have received the products back you will receive your refund within 14 days.
If your purchase is split into several deliveries over different days, the above mentioned period runs from the day after the last delivery.
If you handle the product in a way which would not be acceptable in-store, we reduce your refund, to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, price tags have been removed, the packaging is damaged or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due. Several types of products are exempt from our returns and refund policy. These exceptions include:
- Fresh perishable foods products
- Products that are liable to deteriorate or expire rapidly
- Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them
- Products that are made to your specifications or are clearly personalised
- Products which become mixed inseparably with other products after their delivery
- Gift vouchers
For products purchased that we do not produce please contact us/return the products to us. Please do not send your products back to the manufacture directly.
If you need any help or are unsure if your product is eligible for return. Please contact us directly on 01524841111 or send us an e-mail at firstname.lastname@example.org
In the event of products not arriving with you in the condition or of the quality you would expect please contact us immediately on 01524841111 and we will endeavour to rectify this. Please do not dispose of the product before you contact us, we may in some instances require photos of the product.
Please contact us at email@example.com / 01524841111 to notify us before you return your product, please have your order number ready.
If you tell us you’ve changed your mind about a product that hasn’t been delivered, we refund you as soon as possible and within 14 days. If you’re sending your product back to us, you have 14 days to return the products once you have informed us.
We shall notify you via email to inform you that we have received your returned product.
Upon undertaking an inspection of the products, we refund you within 14 days of receiving it (or receiving evidence you’ve sent it to us). We refund you by the method you used for payment. We don’t charge a fee for the refund.
For further information regarding how to return the products back to us, please see the Returns section below.
With a debit card transaction, if you haven’t received a refund within 14 days, check your bank account.
Next contact your bank. There is often some processing time before a refund is posted.
With a credit card transaction contact your credit card company, it may take some time before your refund is officially posted.
In some cases, the refund may show on your statement near the date the original order was placed/ the payment was taken, so please check back on your statement.
If you’ve done all of this and you still have not received your refund, please contact us at 01524841111 or firstname.lastname@example.org
Only faulty or damaged sale products will be refunded, at our sole discretion.
You have to return your product (and any free gifts provided with it) to us within 14 days of your telling us that you have changed your mind. Please only post products to be returned once your return has been authorised by us. You can:
- Bring the product to our farmshop at Lancaster Leisure Park, Wyresdale Road, Lancaster LA1 3LA; or
- Send the product back to us using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the products at all within a reasonable time, we won’t refund you the price.
In order to complete your return, we require a valid receipt or proof of purchase (this can be your order number if ordered online).
If you require any help with returns, please contact us at 01524841111 or email@example.com
You are responsible for return shipping costs. Any unpaid return shipping costs will be deducted from your refund at our sole discretion.
We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that your product will be received by us without proof of postage / or insurance and we shall not be held liable for any costs arising out of a failure to proof of postage or take out purchase shipping insurance.
If you cancel your order and the products have already been dispatched, (save for perishable products), you will be required to return them immediately upon delivery and pay the postage costs of doing so.
We recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that your item will be received by us without proof of postage / or insurance.
Please refer to clause 11 of our terms and conditions regarding your cancellation rights in relation to your order. Need help?
Contact us at firstname.lastname@example.org for questions related to refunds and returns.