Refund policy

1. Change of Mind / Order Cancellation (“Cooling-Off Period”)

For all non-perishable items and ambient hampers, you have the right to cancel your order within 14 calendar days from the date of delivery.  To cancel, please contact us in writing (email is sufficient) within the 14-day window. Goods must be unused, unopened, and returned in their original packaging.

Once you notify us of cancellation, you have 21 days to make the goods available for collection during normal working hours (excluding weekends and Bank Holidays). Once the goods are received and inspected, we will refund the product cost, excluding any delivery or surcharge fees.

Please note: Fresh food items (such as cheeses, meats, pâtés) and bespoke or personalised hampers are excluded from this cancellation right and cannot be returned unless damaged or faulty. 

2. Damaged, Defective, or Incorrect Orders
If you receive a damaged, faulty, or incorrect product, please contact us within 48 hours of delivery with a description of the issue and photos.

We will offer one of the following:

• A full refund, including the cost of delivery; or
• A replacement product or hamper of equal value.

We will arrange collection of the affected goods and cover all associated costs.

3. Items Not Eligible for Return or Refund (unless damaged or faulty)

The following items cannot be returned for “change of mind”:

• Fresh or perishable food items
• Personalised or custom-made hampers
• Hampers containing fresh produce assembled to order
• Items marked as non-returnable at checkout

These items may only be returned if they are damaged, defective, or incorrectly supplied.

4. Failed Delivery, Recipient Unavailable, or Customer Error

If an order is returned to us due to an incorrect address, failure to collect, or the recipient not being available, and you request re-delivery, a re-delivery charge may apply. We will notify you of any charges before re-sending.

If re-delivery is not required, any refund issued may be partial, reflecting delivery and handling costs already incurred.

5. How Refunds Are Processed

• Refunds will be issued using the original payment method.
• Once returned goods are received and inspected, refunds will be processed within 14 working days.
• If returned goods are not in resalable condition, we reserve the right to reduce or refuse the refund

6. How to Request a Return or Report an Issue

Please contact us as soon as possible if you need to return an item or report a problem:

Email: info@theeaststreetdeli.co.uk

Phone: 01202 900390

Please include your order number, delivery date, and details of the issue. For damaged or incorrect items, photos are very helpful and may be required.

7. Your Legal Rights

This policy does not affect your statutory rights under UK consumer law. You may be entitled to a refund, repair, or replacement if goods are faulty or not as described.

We reserve the right to update this policy at any time. Any changes will be published on this page.