What if I change my mind about my order?

If you are purchasing as a consumer, under the Consumer Contracts Regulations 2013 you have the right, in most cases, to cancel your order within 14 days of receiving the goods without giving a reason.

Once you have notified us that you wish to cancel, you must return the goods to us without undue delay and no later than 14 days after notifying us of your cancellation.

You may inspect the goods in the same way that you reasonably would in a shop. You are responsible for any reduction in the value of the goods caused by handling them beyond what is necessary to establish their nature, characteristics and functioning. Where the value of returned goods has been reduced as a result of excessive handling, use or damage, we may make an appropriate deduction from the refund.

What happens to the original delivery charge?

Where a consumer cancels an order under their statutory cancellation rights, we will refund the cost of the goods together with the cost of our least expensive standard delivery option available for the order.

If you selected a more expensive delivery service, such as an express or premium delivery option, we are not required to refund the additional amount paid above the cost of our standard delivery service.

You are normally responsible for the cost of returning unwanted goods to us.

How long will my refund take?

We normally process refunds within 2 working days of receiving returned goods.

Where you are exercising your statutory cancellation rights, refunds will be made without undue delay and within the timescales required by law. We may withhold the refund until we have received the goods back or you have provided evidence that they have been returned, whichever occurs first.

Once we have issued your refund, your bank or payment provider may take additional time to show the funds in your account.

How do I organise a return?

To request a return, please contact us by email at sales@foodsafetydirect.co.uk and provide the following information:

1. Name
2. Email address
3. Order number
4. The item(s) you wish to return
5. Reason for return (optional for consumer cancellations)

What if I want to exchange an item?

If you have ordered the wrong size or product and would like a replacement, please contact us using the returns process above.

Unless the goods are faulty or we have supplied an incorrect item, you are responsible for both the cost of returning the unwanted item to us and the delivery cost of the replacement order.

We do not operate a direct item-for-item exchange service. Once the returned goods have been received and checked, you can choose to:

• receive a refund in accordance with our returns policy; or
• receive store credit for the value of the returned item(s), which can be used towards a replacement order.

Replacement items are treated as a new order and are subject to current stock availability and pricing.

Returned goods must meet the conditions of this returns policy. Customised, personalised or bespoke goods cannot normally be returned or exchanged unless they are faulty or we have made an error with the order.

Who pays for the cost of returning unwanted goods?

Unless the goods are faulty, incorrect or otherwise not as described, you are responsible for the direct cost of returning the goods to us.

You are responsible for the goods until they are received by us, so we recommend using an appropriate tracked delivery service and obtaining proof of postage. For higher-value goods, we recommend using a service with sufficient insurance to cover their value.

What if the goods are faulty, incorrect or not as described?

Your statutory rights are not affected by this returns policy.

Goods supplied by us must be as described, fit for purpose and of satisfactory quality. If an item is faulty, incorrect or not as described, please contact us as soon as possible so that we can arrange the appropriate remedy.

For consumer purchases, the Consumer Rights Act 2015 provides statutory remedies for faulty goods, including a short-term right to reject qualifying faulty goods within 30 days. Further rights to repair, replacement, price reduction or refund may apply depending on the circumstances and how long you have owned the goods.

Where we are responsible for the return because goods are faulty, incorrect or not as described, we will cover reasonable return costs. Please contact us before returning the goods so that we can agree the appropriate return method.

We will not be responsible for faults or damage caused by misuse, accidental damage, normal wear and tear, or use of a product for a purpose for which it was not intended.

To notify us of a problem, please follow the instructions in the How do I organise a return? section above.

What is your returns policy for customised and bespoke orders?

Unless the goods are faulty, incorrect or not as described, we are unable to accept cancellation or return of goods that have been made to your specifications or clearly personalised.

This includes, for example, items made to special sizes or colours and products that have been customised, embroidered or printed specifically for you.

What are the terms for business-to-business transactions?

The statutory consumer cancellation rights described above do not apply where goods are purchased wholly or mainly for business purposes.

Returns of unwanted goods purchased in a business-to-business transaction are subject to our agreement. Where we agree to accept a return, the goods must be returned at the customer's cost and in a condition suitable for resale.

For business purchases where goods are unwanted rather than faulty, damaged, incorrect or not as described, any refund we agree to provide will be subject to a 25% restocking charge.

This restocking charge does not apply where goods are being returned because they are faulty, incorrect or not as described.