Refunds
1.1. General Policy:
We strive to provide our customers with high-quality products and excellent customer service. If you are unsatisfied with your purchase, we offer a refund or replacement, subject to the terms and conditions outlined in this policy.
1.2. Eligibility:
To be eligible for a refund, you must notify us within 14 days from the date of delivery and provide proof of purchase.
The product must be unused, unopened, and in its original packaging.
1.3. Refund Process:
To request a refund, please contact our customer support team at [email protected].
Our team will review your request and, if approved, provide instructions for returning the product.
Once we receive the returned item and verify its condition, we will initiate the refund process.
The refund will be issued to the original payment method used for the purchase, within 14 days.
Please note that shipping fees and any applicable return shipping costs may be deducted from the refund amount.
Returns
2.1. General Policy:
We understand that mistakes happen. If you receive a product that is damaged, defective, or different from what you ordered, we will gladly accept returns and provide a replacement or refund, subject to the terms and conditions outlined in this policy.
2.2. Eligibility:
To be eligible for a return, you must notify us within 14 days from the date of delivery and provide proof of purchase.
The product must be unused, unopened, and in its original packaging.
2.3. Return Process:
To request a return, please contact our customer support team at [email protected].
Our team will guide you through the return process, which may include providing photographs or other evidence of the issue.
If the return is approved, we will provide instructions for returning the product.
Once we receive the returned item and verify its condition, we will initiate the replacement or refund process.
If a replacement is not available, we will issue a refund to the original payment method used for the purchase within 14 days.
Please note that shipping fees and any applicable return shipping costs will be covered by Food By Box in cases where the return is due to our error.
Exceptions
3.1. Perishable Items:
Due to the nature of our food products, we cannot accept returns or issue refunds for perishable items unless they are damaged, defective, or different from what you ordered.
If you believe that your perishable item meets these criteria, please contact our customer support team immediately upon receipt.
3.2. Non-Returnable Items:
Certain items, such as perishable goods, are non-returnable and non-refundable unless they are damaged or defective.
Contact Information
If you have any questions or need further assistance regarding our Refund & Return policy, please contact our customer support team at [email protected].
Our Policy
In addition to your statutory rights under consumer laws in the United Kingdom, we have a goodwill policy. Under our goodwill policy, within 14 days after you have received your products from us, you are not entirely satisfied with them you can return them together with your proof of purchase and we will refund you for or replace/exchange the returned items even though you may no longer have a right under the law for us to do so. We will refund the value of the items by using the same payment method which you used when you bought them from us, except where you do not have adequate proof of purchase. Where inadequate proof of purchase is not provided by you, we may instead choose to refund the value of the returned items by providing you with Food by Box gift card or vouchers for the equivalent value of the returned items. Our goodwill policy is however discretionary, and some items are excluded from it such as items that are used or damaged by you, items where the seal or packaging has been broken by you, perishable items including food and flowers, and made to order or personalized items.
Our Refund / Cancelation Policy
In addition to your statutory rights under consumer laws in the United Kingdom, we have a goodwill policy. Under our goodwill policy, after you receive your order, you have within 7 days to return the items together with your proof of purchase. We will refund your money or replace/exchange the returned items.
We will refund the value of the items by using the same payment method which you used when you bought the goods from us.
Our goodwill policy is however discretionary, and some items are excluded from it, such as items that are used or damaged by you, and items where the seal or packaging has been broken or in other words have become unsellable.
Your legal rights
Your other legal rights to a refund or replacement under consumer laws.
Under consumer laws in the United Kingdom, we must supply our goods to you as described, fit for your purpose, and they must be of satisfactory quality.
If we supply services to you, then we must supply them with reasonable care and skill.
Online purchases: Customers must inform Food by Box that they wish to return or would like a refund within 7 days of receiving the goods.
Customers have 7 days to return the goods once Food by Box has been informed.
Refunds will be given within 7 days of receiving the goods back or after you inform us.
If you wish to exercise your legal rights by not accepting our products, you must return them to Food by Box by either posting them back to us or allowing us to collect the items from your address using our couriers or drivers.
We will pay the costs of postage and collection.
None of the above affects your statutory rights.
Cancellation rights
Details of our goodwill policy as well as a description of your rights to refunds, or replacements as described above within this section.
There may be some exceptions, for reasons of hygiene, safety, or under the law we are not able to refund or exchange items unless they are found to be not of satisfactory quality.
If you wish to exercise your right of cancellation for products that you have ordered online, you are obliged to retain possession of the products, and take reasonable care of the goods before you return them to us.
If you decide to cancel products that you have ordered online, we will reimburse you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply.
This includes the cost of delivery. Or you can choose to receive Food by Box vouchers. We may make a deduction from the reimbursement, if the loss is the result of unnecessary handling by you.
We will make the reimbursement/refund no later than 7 days after the day we receive the goods back from you, or after we hear from you regarding the unsatisfactory products that you received from Food by Box.