Refund and Returns Policy

At sarasPantry.co.uk, we strive to ensure customer satisfaction with every purchase. Our Returns & Refund Policy outlines the process for returning products and obtaining refunds.

Your statutory rights under UK Consumer Rights Act 2015 and Consumer Contracts Regulations 2013 are protected. Below is how we handle returns in plain English.

14-day right to cancel (most products)

For non-food products (unopened kitchenware, gift bundles), you have 14 days from delivery to cancel for any reason and receive a full refund. Items unused, original packaging. Return postage paid by customer unless item arrived faulty or wrong.

Food & perishables (legal exception)

Under UK consumer law, 14-day right does not apply to perishable food (cheese, meat, sausage, bread, frozen, fresh). Protects food safety.

You are always entitled to refund or replacement if:

• Item arrived damaged, leaking, or above safe temperature (chilled above 8°C).
• Item is past use-by date on arrival.
• Wrong item sent.
• Item does not match description.

How to initiate a return / refund

1. Email [email protected] with order number + brief description (photo helps for damaged / wrong).
2. For chilled/frozen: within 24h of delivery.
3. For other items: within 14 days.
4. We respond within 2 working days.

Refund processing

Approved refunds to original payment method within 5 working days. Includes item cost plus delivery charge if our fault.

If you haven’t received a refund after 14 days, first check your bank account or credit card company, it may take some time before your refund is officially posted and processed. If you’ve done all of this and you still have not received your refund, please contact us at: [email protected]