Refunds & Cancellations

Cancelling before dispatch

Contact us as soon as possible. If the rider has not left with your order we will cancel it and refund you in full.

If we refuse the handover

We operate Challenge 25 on every age-restricted item — alcohol, tobacco, cigarette papers, vapes, e-liquids and nicotine pouches alike. Our rider will refuse the handover if they cannot confirm the recipient is 18 or over, if the recipient appears intoxicated, or if they believe the order is being bought for someone under 18. These are legal requirements, not matters of discretion, and the rider has no authority to waive them.

You are refunded in full, automatically, including any delivery fee. You do not need to contact us; the refund is issued when the rider records the refusal, and we email you to confirm.

Something wrong with your order

If an item arrives damaged, past its date, or is missing, tell us within 24 hours and we will refund or replace it. Photos help but are not required.

Your right to change your mind

Under the Consumer Contracts Regulations you generally have 14 days to change your mind about goods bought online. Some of what we sell is exempt:

• Food, drink and other goods intended for everyday consumption, delivered to your home by us as a regular roundsman.
• Sealed goods that are not suitable for return once unsealed for health or hygiene reasons, where the seal is broken.
• Goods that are liable to deteriorate or expire rapidly.
• E-liquids, vaping pods and coils, and nicotine pouches once the seal is broken — these cannot be resold for health and hygiene reasons.

We cannot accept a return of tobacco, vaping or other age-restricted goods from anyone we cannot confirm is 18 or over, and we do not collect returns from an address where a handover has previously been refused.

Where the right does apply, contact us within 14 days of delivery. Goods must be unopened and in a resaleable condition. None of this affects your statutory rights if goods are faulty, not as described, or not of satisfactory quality.

How refunds are paid

Always to the original payment method. We do not issue cash or store credit in place of a card refund.

When you will get your money back

There are two separate steps, and it is worth being clear about which is which:

• When we issue it. A refused handover is refunded immediately and automatically — the rider records the refusal and the refund goes out at that moment, with no need to contact us. For anything else, we issue the refund within 3 working days of agreeing it, and always within the 14 calendar days required by law.
• When it reaches you. Once issued, the money is with your bank, not us. Card refunds usually appear within 5–10 working days depending on the bank.

If a refund has not reached you 10 working days after we confirmed it, contact us and we will chase it with our payment provider.

Getting in touch

Use the contact page and include your order number — it is on your confirmation email.