Returns & Refund Policy

1. Purpose

FARM & TABLE LTD is committed to providing high-quality products and excellent customer service.

This Returns & Refund Policy explains your rights when purchasing products through farmandtable.co.uk and outlines how we handle returns, replacements and refunds.

Nothing in this Policy affects your statutory rights under applicable UK consumer legislation, including the Consumer Rights Act 2015.

This Policy should be read alongside our Online Sales Terms & Conditions, Delivery Policy and Privacy Policy.

2. Scope

This Policy applies to products purchased directly from farmandtable.co.uk.

Different policies may apply where products are purchased through third-party retailers or marketplaces.

3. Your Consumer Rights

Under UK law, consumers have legal rights where products are:

• Faulty.
• Unsafe.
• Not as described.
• Not of satisfactory quality.
• Not fit for their intended purpose.

Where applicable, these rights remain unaffected by this Policy.

4. Perishable Food Products

Many products supplied by FARM & TABLE LTD consist of fresh, chilled or frozen food that is liable to deteriorate or expire rapidly.

Under the Consumer Contracts Regulations 2013, the usual right to cancel within 14 days does not apply to goods that are liable to deteriorate or expire rapidly.

As a result, customers cannot normally return fresh or perishable food simply because they have changed their mind after dispatch or delivery.

5. When Returns May Be Accepted

We may accept a return or provide a replacement where:

• The wrong item has been supplied.
• The product arrives damaged.
• The product arrives spoiled due to our handling or delivery.
• Packaging is significantly damaged and has affected the product.
• The product is unsafe.
• The product is not as described.
• The product is faulty.
• Your statutory consumer rights apply.

Each request will be assessed individually.

6. When Returns Cannot Normally Be Accepted

Unless your statutory rights apply, we are generally unable to accept returns where:

• You have changed your mind after dispatch.
• The product has been opened.
• The product has been partially consumed.
• The product has not been stored correctly after delivery.
• The product has passed its use-by date after delivery.
• Damage has occurred due to customer handling.
• Products have been frozen or thawed contrary to the supplied instructions.

7. Reporting a Problem

If you believe there is a problem with your order, please contact us as soon as reasonably practicable after delivery.

To help us investigate, please provide:

• Your order number.
• Full name.
• Contact details.
• Description of the issue.
• Photographs of the product and packaging where possible.
• Any other relevant information.

Prompt notification helps us investigate while preserving evidence of the condition of the goods.

8. Inspection

Where appropriate, we may ask customers to:

• Retain the product.
• Retain the packaging.
• Provide additional photographs.
• Provide batch or date codes.
• Make the product available for collection or inspection.

This assists with quality control and supplier investigations.

9. Refunds

Where a refund is approved, it will normally be processed using the original payment method.

Depending on the circumstances, we may instead offer:

• A replacement product.
• Store credit.
• A partial refund.
• A voucher.
• An alternative product.

Nothing in this section limits your statutory rights.

10. Processing Times

Approved refunds are normally processed within 14 days of approval.

Actual processing times may vary depending on your bank or payment provider.

11. Incorrect Deliveries

If you receive an incorrect item, please notify us promptly.

We may:

• Arrange collection where appropriate.
• Ask you to safely dispose of the product.
• Send the correct product.
• Issue a refund.

The appropriate solution will depend on the circumstances.

12. Damaged Deliveries

If products arrive damaged, please:

• Take photographs before disposing of the packaging.
• Contact us promptly.
• Retain the packaging where possible until we have reviewed the issue.

We will investigate and seek to resolve the matter as quickly as possible.

13. Missing Items

If your order is incomplete, please notify us as soon as possible.

We will investigate with our packing team and delivery partner before arranging an appropriate resolution.

14. Delivery Delays

Delivery delays do not automatically entitle customers to a refund.

Where delays are caused by circumstances within our control and have materially affected product quality, appropriate remedies will be considered.

15. Food Safety

If you believe a product may present a food safety risk:

• Do not consume it.
• Keep the product where safe to do so.
• Contact us immediately.

Where appropriate, we may request the return of the product for investigation.

16. Allergies

Customers remain responsible for reviewing ingredient and allergen information before consuming products.

If you require additional allergen information before placing an order, please contact us.

Nothing in this Policy limits our legal responsibilities regarding food safety.

17. Customer Responsibilities

Customers are responsible for:

• Providing accurate delivery details.
• Inspecting products promptly.
• Refrigerating or freezing products immediately where required.
• Following any storage and preparation instructions.
• Reporting issues without unnecessary delay.

Failure to do so may affect our ability to investigate or resolve a claim.

18. Fraud Prevention

To protect our customers and business, we reserve the right to investigate any refund or replacement request.

This may include requesting additional evidence or information.

Fraudulent claims may result in orders being refused, accounts being suspended and, where appropriate, reports being made to the relevant authorities.

19. Changes to this Policy

We reserve the right to amend this Returns & Refund Policy at any time.

The latest version will always be published on farmandtable.co.uk.

20. Related Documents

This Policy should be read alongside:

• Online Sales Terms & Conditions.
• Delivery Policy.
• Privacy Policy.
• Food Safety & Allergen Disclaimer.
• Website Terms of Use.

21. Contact Us

For returns or refund enquiries, please contact:

FARM & TABLE LTD

105 High Street

Brentwood

Essex

CM14 4RR

Telephone: 07432 689620

Email: [email protected]

Website: https://farmandtable.co.uk

We aim to respond to customer enquiries as quickly as reasonably practicable and work with customers to resolve issues fairly and efficiently.