Happy Return

If something is wrong with what we sent, we fix it. Here is exactly what qualifies and how to tell us.

Report within 24 hours of delivery
No charge when the fault is ours

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This page explains how returns work in practice. It sits alongside the Terms and Conditions, which govern every order.

01What Happy Return means

If something we sent is not what it should be, you should not be left arguing about it. Happy Return is our commitment to make that situation right quickly — a replacement, an exchange or a refund, whichever suits you best.

It applies to problems we caused: a damaged parcel, the wrong item, a missing item, or a product that was past its date on arrival.

02What you can return

The product arrived damaged, leaking or broken.
You received the wrong product, size or quantity.
An item listed on your invoice is missing from the parcel.
The product was expired, or too close to its expiry date to use, when it reached you.
The product is sealed and unopened, and you tell us within 24 hours of delivery that you no longer want it.

03What cannot be returned

Food safety puts a hard limit on what can come back to us and be sold again. We cannot accept a return where:

The product has been opened, tasted or partly used — unless it was damaged, expired or incorrect when delivered.
The seal or packaging has been broken and there is no fault with the product.
The item was stored badly after delivery — left in the sun, or out of the fridge where it needed cold storage.
The complaint is about natural variation in colour, texture or aroma, which is normal in unprocessed food.
More than 24 hours have passed since delivery and the parcel was in good condition when it arrived.

None of this affects your rights where a product is genuinely faulty.

04How to raise a return

Call or email us within 24 hours of delivery. There is no form to fill in — a person handles it.

Have your order number ready — it is on your confirmation screen and your invoice.
Send photographs of the outer parcel and of the product itself, including the label and date.
Keep the packaging until the return is settled. We sometimes need it to claim against the courier.
Do not throw away or use the item until we have agreed what happens next.

05What happens next

We check the photographs and your order, and tell you the outcome. In most cases that is the same day.

Where the return is accepted, we arrange collection or ask you to hand the item back to the delivery person on the next visit, and then send a replacement or issue a refund — your choice.

Where we cannot accept the return, we explain why rather than simply refusing.

06Who pays for the return

If the fault is ours — damaged, wrong, missing or expired — you pay nothing. Collection and redelivery are on us.

If you are returning a sealed item because you changed your mind, the original delivery charge is not refunded, and the cost of getting the item back to us may be deducted from your refund.