Returns & Refunds

Changed your mind: the 14-day cooling-off period

Because you're buying online, for most goods you have the right to cancel your order within 14 days of receiving them, without giving a reason. This cooling-off period comes from the Consumer Contracts Regulations 2013. Once you've told us you want to cancel, you then have a further 14 days to send the goods back.

We'll refund you within 14 days of getting the goods back — or of you showing proof that you've sent them. Your refund includes the standard delivery cost you paid to receive the order. We may reduce your refund if the goods have been handled more than was needed to check them.

When the cooling-off period doesn't apply

A few types of product are exempt from the 14-day right to cancel:

• Perishable goods that can spoil quickly, such as food and drink.
• Made-to-order or personalised items produced specially for you.
• Sealed goods that aren't suitable for return once opened for health or hygiene reasons, where the seal has been broken.

Food & drink

Because it's perishable, food and drink is generally exempt from the 14-day cooling-off right. However, if your order arrives incorrect, damaged, or not as described, you're still entitled to a remedy — please contact us as soon as you can.

Faulty or misdescribed goods

If an item is faulty, not as described, or not fit for purpose, you have separate rights under the Consumer Rights Act 2015. You have a short-term right to reject the item for a full refund within 30 days of receiving it.

After the first 30 days, you can ask for a repair or a replacement; if that isn't possible, a refund may still apply. These rights cover faults, not simply changing your mind.

Return postage

If you're returning an item because you've changed your mind, you'll usually need to cover the cost of sending it back. If the item is faulty, damaged, or incorrect, we cover the cost of the return.

How to return an item

Please contact us before sending anything back, so we can confirm where to send it and arrange your refund. Keep your proof of postage until the refund has been processed.

To start a return or ask about your order, email us at demo-food@comrc.app.

Model cancellation form

You don't have to use this form, but you can copy it into an email or letter to us to cancel your order. Complete the details in square brackets.

To: Fernhill Kitchen Ltd (demo), 2 Demo Street, Fernhill, FH1 2AA, demo-food@comrc.app

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*]: [list the items]
Ordered on [*]/received on [*]: [date] (order number: [number])
Name of consumer(s): [your name]
Address of consumer(s): [your address]
Signature of consumer(s) (only if this form is notified on paper): [signature]
Date: [date]

[*] Delete as appropriate.

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