Refund and Returns Policy

Last updated: 28 October 2025

This policy explains how to return items bought online from Applecross Farm. It covers your rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

WHO TO CONTACT

Email: applecrossfarmshop@gmail.com
Phone: 07593 605 660
Returns address: Applecross Farm, Hollands Lane, Kelsall, CW6 0QT

QUICK SUMMARY

• Perishables – no change-of-mind returns. Faulty or damaged on arrival is covered.
• BBQ equipment – 14 day cooling-off period for online orders if unused and in resaleable condition.
• Faulty items – you have a 30 day short-term right to reject for a full refund.
• Refunds – we refund to your original payment method. Change-of-mind refunds include our basic delivery cost only.
• Return postage – you pay for change-of-mind returns. We pay for confirmed faults.

PERISHABLE GOODS

Perishable food items, seasonings, rubs and sauces cannot be returned for change of mind. This does not affect your rights if an item is faulty, damaged or not as described.

If your perishable item arrives damaged, unsafe to consume, or not as described:

• Contact us within 48 hours of delivery with your order number, photos of the packaging and the product, and a description of the issue.
• For food safety reasons we generally will not ask you to send perishable items back. We will offer a replacement or refund as appropriate.

BBQ EQUIPMENT

Change of mind for online orders:

• You can cancel within 14 days of receiving the item. You then have a further 14 days to send it back.
• Items must be unused, in original packaging with all accessories and manuals.
• You are responsible for return postage. We recommend a tracked service.

Faulty or not as described:

• You have a 30 day short-term right to reject for a full refund.
• After 30 days we will first offer a repair or replacement, and if that is not possible we will refund.
• We cover the cost of returning confirmed faulty items.

WHAT YOU CANNOT RETURN

• Perishable food products for change of mind.
• Items that are not suitable for return for health protection or hygiene reasons once unsealed, unless faulty.
• Items damaged by misuse, neglect or incorrect assembly.

HOW TO START A RETURN

1. Email [returns email] with your order number and reason for return.
2. We will confirm the next steps and provide a return authorisation and address if needed.
3. Pack items securely. Include the order number inside the parcel.
4. Use a tracked service and keep your proof of postage.

CONDITION OF RETURNS

You may handle goods to check their nature, characteristics and functioning as you would in a shop. If you handle goods more than this, we may deduct an amount to reflect any diminished value.

RETURN COSTS

• Change-of-mind returns – you pay the return postage.
• Faulty, damaged or misdescribed items – we cover the return postage or provide a prepaid label.

REFUNDS

• Method – refunds are made to your original payment method. If you paid by card or wallet, refunds are processed via our payment provider Square.
• Timing – for change-of-mind returns we refund within 14 days of receiving the goods back or receiving evidence that you have sent them back, whichever is earlier. For perishable issues where a return is not required, we refund or replace once we have assessed your evidence.
• Amount – for change-of-mind returns we refund the item price and our basic delivery cost. If you paid for an upgraded delivery service, the upgrade is not refunded.
• Deductions – if items are handled beyond what is necessary to check them, or returned incomplete, we may deduct a reasonable amount to reflect any loss in value.
• Partial refunds – where only part of an order is returned, we refund the value of the returned items and, where applicable, a proportion of the basic delivery cost as required by law.

EXCHANGES

For a faster turnaround, place a new order and return the original item for a refund following the steps above.

DAMAGED OR MISSING ITEMS ON DELIVERY

Please report any damage or missing items within 48 hours of delivery with photos of the packaging and contents so we can investigate with the courier and resolve it quickly.

PROOF OF PURCHASE

Please provide your order number or the email address used at checkout for all return and refund requests.

YOUR LEGAL RIGHTS

Nothing in this policy affects your statutory rights. For more information on your rights, see the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.