Refund policy

 

The RFS60 No Quibble Quality and Value Guarantee

 The RealFoodSource team are passionate about balancing food quality and value while clamping down on food waste. Our mission is to be transparent about real foods and to build trust with our customers who share our values.

 As part of our customer partnership, your satisfaction is guaranteed. If a product is for any reason not up to scratch, or you have discovered better value, we offer a generous, no-quibble 45-day returns policy with the following terms and conditions:

1. Returns must be requested within 60 days of order receipt. No if’s or but’s, so we advise to only purchase when planning to use the foods, rather than store for months. Please see our information on best before dates for further information. Best Before Dates  
2. Customers Must be able to print returns Labels.
3. Rejected products must be returned in its original RealFoodSource packaging. Decanting foods is considered acceptance, so check and test foods while still in the original packaging.
4. All products must be returned for refund and posted back within 7 working days of receipt of the returns label. The provided return label will expire after 7 working days and the customer will then be responsible for any shipping costs. Products must be returned for refund. Only one returns label for up to 30kg is provided per order.
5. We can only refund one opened bag of each product, Please do not open multiple bags of the same product. If one is faulty, assume the rest are too, and we’ll happily process the return for one opened and the rest unopened.
6. The RFS60 guarantee is limited to 3 opened products per order.  With our high quality and value standards, It is improbable that there would be a high number of issues, therefore any above the three, will be dealt with as per usual terms and conditions of refund only if spoilage, damage, or significantly not as described can be confirmed. Unopened products can be returned free up to 30kg in weight. Customers are responsible for return costs for weights over 30kg.
7. We only refund what has been returned. If a significant amount of any item returned has been consumed, we will only provide a refund for the pro-rata value for the amount returned. For example, 500g returned from a 1kg product will result in a 50% refund of the value of the product etc. Of course, we do not deduct if a nut or two have been tested.
8. Northern Ireland and remote/offshore. We are only able to offer our full RFS60 guarantee to UK mainland customers. We offer the no quibble guarantee to Northern Ireland and remote/offshore, but are unable to offer free returns to these areas at this time, so customers in these areas will be responsible for any return shipping costs.

INSPECTION OF GOODS & DAMAGED ORDERS

If your order is damaged in any way in transit, if signing for the order you must note that the order is received damaged on signing. If all the order or any item in your order is damaged you must Contact Us here within 48 hours of delivery so we can raise a claim with our delivery service and resolve for you as soon as possible. For our claim we require images of the damaged goods and outer packaging and you must not discard of the goods until the matter has been resolved.

You must also inspect all the goods received on delivery to make sure you are happy with them. Any errors must be reported within 14 days. We require an image of the enclosed packing slip to resolve and we can only refund food products within 14 days if you find the product does not meet the product specification or damaged upon delivery. We do not take responsibility for how you may store and use them.

CANCELLATIONS, RETURNS & REFUNDS

We are unable to amend orders after payment has been processed. If you wish to cancel your order, please contact us via our Contact Us Form here including your order number as soon as possible and we can only do so if your order has not yet been processed.

If your order has not been dispatched, we will cancel and refund you straight away. If you cancel your order after the goods have been shipped you must accept them and return them to us unopened and in good condition at your own cost so we can process your cancellation. If you refuse delivery, we incur return costs and we must deduct this from any future cancellation refund.

We will only offer refunds on products that do not meet the product specification. You must make a claim for a refund within 60 days. If you are unsure of the suitability of a product, we advise you buy a small pack to test it first.

If products are returned to us and are found to be within the product specification or not in the condition sold (opened). It will be the customers responsibility to cover returns costs back to the customer.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company; it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us via our Contact Us form