Refund policy

14. Change-of-mind returns

For most online purchases, consumers have a legal right to cancel within 14 days of receiving the goods. However, some products are excluded, including certain perishable goods and sealed goods that cannot be returned for health or hygiene reasons once opened.

For subscription orders, each monthly box is treated as a separate supply of goods for the purposes of cancellation and returns.

For our mystery boxes, we do not accept returns of individual items from a box unless they are faulty, damaged, unsafe, incorrect or not as described.

If you change your mind, you may only return the whole eligible box, subject to the conditions below.

To be eligible for a change-of-mind return:

  • you must tell us within 14 days of receiving your order;
  • you must return the whole eligible box, not individual items;
  • products must be unopened, sealed, unused and in their original packaging;
  • products must be in a resaleable condition;
  • any non-returnable perishable, short-life, opened, unsealed or bespoke items may be excluded from the refund;
  • you must return the goods within 14 days of telling us you wish to cancel.

You are responsible for the cost of returning goods for change-of-mind returns, unless we are legally required to pay those costs.

We recommend using a tracked delivery service. You are responsible for the goods until they arrive back with us.

This section does not affect your statutory rights if an item is faulty, damaged, unsafe, incorrect or not as described.

15. Perishable, short-life, opened or non-returnable goods

We cannot accept returns of the following unless they are faulty, damaged, unsafe, incorrect or not as described:

  • fresh bakery items;
  • bread, cakes or other short-life baked goods;
  • chilled or frozen items;
  • perishable goods;
  • products liable to deteriorate or expire rapidly;
  • opened, unsealed or partly consumed food;
  • products where a hygiene seal has been broken;
  • bespoke, personalised or made-to-order items;
  • gift cards or vouchers.

If a box contains both returnable ambient products and non-returnable perishable or short-life products, we may refund the returnable part of the box only and deduct the stated or reasonable value of any non-returnable item.

This does not affect your rights if an item is faulty, damaged, unsafe, incorrect or not as described.

16. Refunds

Where a refund is due, we will refund you using your original payment method unless we agree otherwise.

For change-of-mind returns, we may withhold the refund until we have received the goods back or you have provided evidence that you have returned them.

If you cancel and return the whole eligible order within the statutory cancellation period, we will refund the price of the returned goods and the standard delivery charge, where legally required.

If you selected a premium or enhanced delivery service, we will only refund the cost of our standard delivery option where required by law.

For subscription orders, cancelling your subscription stops future renewal payments. It does not automatically refund a box that has already been charged.

If you have already been charged for a subscription box and want to cancel that box, please contact us as soon as possible at hello@delishly.co.uk.

Where the box has not yet been allocated, packed, prepared or dispatched, we may be able to cancel it and provide a refund.

Where a legal change-of-mind cancellation right applies, you may tell us that you wish to cancel within 14 days of receiving the relevant box. You must then return the goods within 14 days of telling us that you wish to cancel.

Some products cannot be returned or refunded for change-of-mind reasons, including fresh bakery items, short-life products, chilled or frozen products, perishable goods, products liable to deteriorate or expire rapidly, bespoke or made-to-order items, opened or unsealed food, and products where a hygiene seal has been broken.

 

We may make deductions from refunds where:

  • goods are missing from the returned box;
  • goods have been opened, unsealed, used or damaged by you;
  • goods have been handled beyond what is necessary to inspect them;
  • non-returnable perishable or short-life goods were included;
  • return or redelivery costs have been incurred because of incorrect address details, failed collection, refused delivery or failed delivery attempts caused by you.

Refunds will normally be processed within 14 days of receiving the returned goods or evidence of return.

This does not affect your statutory rights if your box or any item in it is faulty, damaged, unsafe, incorrect or not as described.

17. Faulty, damaged, unsafe, incorrect or not-as-described goods

If an item is faulty, damaged, unsafe, incorrect or not as described, please contact us at  hello@delishly.co.uk as soon as possible.

Please include:

  • your order number;
  • your name and contact details;
  • a description of the issue;
  • photographs, where relevant;
  • the product name;
  • the batch code and best-before date, where relevant.

Depending on the issue, we may offer a refund, replacement, credit or another appropriate remedy.

We may ask you not to consume the affected item and to retain the product and packaging while we investigate.

Nothing in these Terms affects your statutory rights.