Cancellation & Refund Policy
Perishable Goods
Due to their perishable nature, fresh grocery products cannot be returned once they have been delivered unless:
- The item is damaged or defective.
- The item is not fresh, spoiled, or unsafe for consumption.
- The incorrect item has been supplied.
- The item is significantly different from its description
Perishable products include, but are not limited to:
- Fresh fruit
- Fresh vegetables
- Fresh herbs
- Chilled products
- Frozen products
- Bakery products
- Dairy products
- Opened or unsealed food products
If you experience any issues with a perishable product, please notify us within 12 hours of delivery and provide clear photographs where possible. We may request additional information to help assess your claim. In most cases, faulty or damaged perishable products will not need to be returned.
Non-Perishable Goods
You may return eligible non-perishable products in accordance with your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
To be eligible for a return:
- You must notify us within 14 days of receiving the goods.
- Items must be unused, unopened, and returned in their original packaging
- Please contact us before arranging any return.
The following items cannot be returned unless they are faulty, damaged, or incorrectly supplied:
- Pooja items
- Religious decoration items
- Personal hygiene products where the hygiene seal has been broken
- Any other products that are exempt from cancellation under applicable consumer legislation
As we operate our own local delivery service, returns by post or courier are not accepted. Where a return is approved, H&H Fresh will arrange collection.
For returns £2.99 collection and handling charge per order will apply.
No collection or handling charge will be applied where goods are faulty, damaged, missing, or incorrectly supplied.
Orders may be cancelled free of charge at any time before we begin processing, picking, or packing your order. Once processing has started, cancellation may no longer be possible
Refund Processing
Once your return or claim has been reviewed and approved:
- Refunds will be issued using your original payment method.
- We aim to process approved refunds within 1 working day.
- Depending on your bank or payment provider, it may take 3–5 working days for the refund to appear in your account.
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For damaged, missing, faulty, or incorrectly supplied items, approved refunds or replacements will be processed without any collection or handling charge.
Where appropriate, we may offer a replacement product instead of a refund.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.