Refund and Cancellation Policy
Refund and Cancellation Policy
Applicable Law: This policy is governed by UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. This policy applies only to consumers.
1. Right to Cancel (Perishable Frozen Goods Exemption)
IMPORTANT: We specialise in the supply of frozen food and other goods that are liable to deteriorate or expire rapidly.
Under the Consumer Contracts Regulations 2013 (Reg 28(1)(c)), the statutory 14-day right to change your mind and cancel the contract (the 'cooling-off period') DOES NOT APPLY to your order.
This means that you do not have a statutory right to cancel your order once it has been dispatched, even if delivery has not yet taken place.
2. Pre-Dispatch Cancellation Policy
We offer a commercial right to cancel your order before it is dispatched.
• Cancellation Window: You may cancel your order and receive a full refund, excluding any delivery costs already processed, only if you notify us before your order is officially dispatched.
• Dispatch Cut-Off: Your order is considered dispatched once you receive the dispatch confirmation (e.g., tracking number or courier collection notification). Cancellation is no longer possible after this point due to the perishable and frozen nature of the contents.
• How to Cancel: To exercise your right to cancel before dispatch, you must inform us immediately via the contact methods listed below, providing your order number.
3. Refunds for Pre-Dispatch Cancellation
If you cancel your order before dispatch:
• We will refund all payments received from you, excluding any delivery costs already processed.
• The refund will be issued without undue delay, and no later than 7 days from the date we are informed of your decision to cancel.
• We will use the same payment method you used for the initial transaction, unless otherwise expressly agreed. No fees will be charged as a result of the refund.
4. Damaged, Faulty, or Incorrect Goods
Your rights under the Consumer Rights Act 2015 (CRA) remain unaffected. If goods are not of satisfactory quality, fit for purpose, or as described, you may be entitled to a refund or replacement.
• Notification of Issues: If the goods you receive are damaged, faulty, or incorrect, you must notify us in writing (via email) within 14 calendar days of receiving the goods.
• Inspection and Cold Chain: Our products are frozen food and our packaging is designed for Next Day Delivery.
o Refuse Delivery: If the packaging is visibly damaged or appears to have compromised the cold chain, you must refuse the delivery.
o Sign 'Unchecked': If you cannot inspect the contents upon delivery, please sign for the package as "UNCHECKED."
• Resolution: If we confirm the goods are damaged, faulty, or incorrect, we will offer a replacement or a full refund, including reasonable delivery costs. We may require photographic evidence of the damage.
5. Delivery and Customer Responsibility
Due to the sensitive nature of frozen food and the Next Day Delivery service, timely receipt is crucial to maintain food safety and quality.
• Delivery Expectation: We use Next Day Delivery services. It is the customer's responsibility to ensure that someone is available to receive the order at the address provided on the expected delivery date.
• No Refund for Failed Delivery: We will not issue a refund for the order or the delivery cost if spoilage or loss of quality occurs because:
o There was no one available to receive the goods at the address you provided on the day of delivery.
o You failed to collect the goods from a courier holding point (e.g., depot) within the required timeframe set by the courier, leading to spoilage.
• Delivery Delay (Our Fault): If we fail to deliver within 5 days from the date of your order (notwithstanding the Next Day service aim), you have the right to cancel the contract and receive a full refund, unless the delay is caused by you (e.g., incorrect address). We are not liable for further claims beyond the refund.
6. Contact Information
For cancellations, enquiries, or to report any issues, please contact us during business hours (Monday to Friday, 9:00 AM – 5:00 PM).
Phone (UK): 020 3371 0311
Phone/WhatsApp (UK): +44 7727 159976
Email: hello@beths.uk