Faulty, missing or wrong items
If something is damaged, past its date, missing or not what you ordered, tell us within 48 hours through the app (Orders → Report a problem) or ring the shop on 01484 429800 or email [email address]. We will refund or replace it.
Cancelling an order
- Before we start packing — cancel free of charge in the app.
- After packing has started — contact us; we will do our best, but perishable items may not be refundable.
Pre-Buy and festival packages
- Cancel up to [7] days before the fulfilment date for a full refund.
- Inside [7] days we have usually bought and prepared fresh items for you, so we may keep a proportionate amount to cover them.
- If we cannot fulfil a package, you get a full refund.
How refunds are paid
Refunds go back to the original payment method, or as store credit if you prefer, within 14 days of our agreeing the refund. Loyalty points used on a refunded order are returned to your account.
Your legal rights
Because groceries are perishable, the 14-day cancellation period under the Consumer Contracts Regulations 2013 does not apply to them. Your rights under the Consumer Rights Act 2015 for faulty goods are not affected.