The Team at The Good Food Company believe that you will be happy with your items purchased, but there may be occasions where you feel it is necessary to return an item. We aim to keep the process as simple as possible, and these terms do not affect your statutory rights.
Refunds will be given for any items returned to us in the same condition they were sent out. Return postage will be provided by The Good Food Company however our post & packaging charges will not be refunded.
To return an item, please contact our customer service team via email ( customerhelp@goodfood-company.com ) with the subject "RETURN REQUEST". The email should include the following;
- Your order number
- Your first & last name
- The product you're returning
- The reason for your return
Including the details above will help us deal with your return effectively. It is The Good Food Company's best interest to attend to all return requests as soon as practically possible. Please note that we are unable to accept returns in person at our registered office address.
When a customer requests a return & refund, The Good Food Company will provide the customer with a prepaid label. This label will be for a courier of The Good Food Company's choice and will be for a trackable service.
The Good Food Company will arrange a return label for sending an item back to us if the item is; faulty, damaged or incorrect. If your return is not as a result of The Good Food Company's error, and you're using a pre-paid returns label, we will deduct the cost of the return from your refund. We advise that all returns use a prepaid label provided by The Good Food Company, customers who chose to use a different courier/service to return an item back to us will not be refunded.If a customer chooses a courier of their choice to return an item, please inform us with the tracking number & name of the courier.
How Long Does a Refund Take to Process?
We will pay the refund using the same method of payment as you used to purchase the product. Refunds will be processed once an item has returned back to The Good Food Company and has been inspected. You will receive an email notification once the refund has been processed, from that email notification it typically takes 3 -5 working days for the refund to arrive in your bank account, if not earlier.
Exemptions
Please note that it is the customer's responsibility to maintain and provide the correct delivery address at checkout. If an item is returned back to The Good Food Company as the address is incomplete and/or incorrect then you as the customer will be charged for the delivery.
Several types of goods are exempt from being returned. Perishable goods such as food that has been opend, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids of gases.
Additional non-returnable items:
- Gift Cards
- Downloadable software products
- Some health & personal care items
To complete your return, we require proof of purchase (Order No, confirm billing details).
Please do not send your purchase back to the manufacturer, unless instructed.
There are certain situations where only partial refunds are granted;
- Books with obvious signs of use
- CDs, DVD, VHS tape, software, video games, cassette tape, or vinyl records that have been opened
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery, unless faulty
We will pay the refund using the same method of payment as you used to purchase the product. Refunds will be processed once an item has returned back to The Good Food Company and has been inspected. You will receive an email notification once the refund has been processed, from that email notification it typically takes 3 -5 working days for the refund to arrive in your bank account, if not earlier.
Late or missing refunds
- If you haven't received a refund yet, first recheck your bank account
- Then contact your credit/debit card company, it may take some time before your refund is officially posted
- Next, contact your bank. There is often some processing time before a refund is posted
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If you've done all of this and you still have not received your refund, please contact us at customerhelp@goodfood-company.com , and we will do our utmost to resolve as effectively as possible
Sale Items
If you purchase an item in the sale and it does not conform to the description or is faulty then you will be entitled to a full refund (to the value paid at checkout) or exchange, please contact the team at The Good Food Company as highlighted in the returns section above. Please note if The Good Food Company has mentioned an item is defected and/ or short dated within the product description before the purchase then the item will not be refunded as you were notified of the dect before purchase.
If you cancel an order, we will reay the price of the order including the cost of delivery ( except for the supplementary costs arising if you choose a type of delivery other than the least expensive type of standard delivery offered by The Good Food Company.
If you cancel only part of an order, we will repay you that part of the price related to the returned products.
We will make the repayment without undue delay and not later than:
- 14 days after the day we receive back from you any Products supplied, or
- (if earlier) 14 days after the day you provide evidence that you have returned the Products.
We will refund the price of the returned products using the same means of payment as was used to pay for the order unless you and we have expressly agreed otherwise. You will not incur any fees from us as a result of the refund.
At our request, we (or our nominated courier service) may collect the products from you.
Otherwise, you shall send back the Products to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us. The deadline is met if you send back the Products on or before the expiry of the 7 day period.
You will be able to return the products free of charge in the UK and up to a maximum cost of £7 per kilo from outside the UK if the Products are unwanted, faulty or damaged in transit.
As a consumer, you have legal rights concerning products that are faulty or not as described. Advice about your legal rights are available from your local Citizens Advice Bureau or Trading Standards office.
Nothing in these terms will affect your legal rights
Exchanges
Please note, that subject to where you live, the time it may take for your exchanged product to reach you may vary.
