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. If our rider cannot confirm the recipient is 18 or over, the delivery is refused — this is a legal requirement, not a matter of discretion.

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.

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. Card refunds usually appear within 5–10 working days depending on your bank.

Getting in touch

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