Customers may return products (excluding advanced order or bespoke items) at the point of delivery. Any concerns relating to damage, temperature, shortages, or quality, must be raised directly with the driver before signing for the delivery. Any unacceptable items, or items delivered in error, should be refused at this stage, and details must be noted on the delivery documentation. Once delivery has been signed for, either physically or electronically, the customer is deemed to have accepted the goods, and responsibility for correct storage and handling transfers to them. After delivery has been made, to ensure full compliance with food safety regulations and to protect the quality and integrity of temperature-controlled goods, returns of chilled products, frozen products, fresh meat, or fresh produce will not be accepted.

This applies regardless of whether the issue is due to customer handling, order errors, being no longer required, damaged goods, or an error made by our company. Once temperature-controlled or perishable goods have left our supply chain, we can no longer verify their storage conditions or safety, and therefore no returns or related credit notes can be accepted after acceptance of delivery. 

All customers are responsible for inspecting their delivery upon arrival and raising any concerns at the time of delivery. In exceptional circumstances only, we may consider a claim if a product is proven to be defective or unsafe. In such cases, photographic evidence, batch codes, temperature readings, or other relevant information must be provided, and the issue must be reported to our Customer Service Team within 24 hours of delivery.

Ambient food products and non-food items may be returned after delivery, provided there is a justified reason such as damage, incorrect goods supplied, quality concerns, or other agreed issues. Any request to return these products must be made within 24 hours of delivery and be supported with relevant evidence. We reserve the right to assess the condition of returned goods and may issue a credit note, exchange, or replacement product at our discretion.

This policy supports compliance with the UK Food Safety Act 1990, Food Hygiene Regulations (EC) No 852/2004 and HACCP principles regarding temperature control and product traceability. Our priority is to ensure the safety, quality and integrity of all products supplied, and we ask customers to support this by carrying out prompt inspections at the point of delivery.