Returns & Refund Policy

1 Introduction

At Judith Ethnic Food Store Ltd, we take pride in providing quality African and international food products and excellent customer service. This Returns & Refund Policy explains how we handle returns, refunds, replacements, and complaints for purchases made in-store, online through judithethnicstore.co.uk, or through any approved ordering channels. This policy operates alongside your statutory rights under UK consumer law.

2 Our Commitment

We aim to ensure that products are supplied as described, meet acceptable quality standards, and orders are prepared accurately. If something goes wrong with your order, please contact us and we will investigate.

3 Food and Grocery Returns

Due to food safety regulations, we cannot normally accept returns of:

• fresh food;
• chilled products;
• frozen products;
• opened food products;
• perishable goods;
• products requiring controlled storage conditions.

This is because returning these products may affect food safety.

4 When We Will Accept Food Product Complaints

We will consider refunds or replacements where the wrong product was supplied, the product is damaged, the product is faulty, the product is unsafe to consume, or the product does not match the description. Customers should contact us as soon as possible after receiving the product.

5 Damaged Products

If your order arrives damaged, please provide your order number, product details, a description of the damage, and photographs where possible. We will review the issue and may offer a replacement, refund, partial refund, or alternative resolution.

6 Incorrect Items

If we send an incorrect item, please contact us promptly. We may arrange a replacement with the correct item, refund of the incorrect item, or collection or return where appropriate.

7 Non-Food Items

For eligible non-food products, returns may be accepted where the item is unused, remains in original packaging, and proof of purchase is provided. Items returned due to change of mind must meet these conditions.

8 Online Order Cancellation Rights

Under UK consumer law, customers may have cancellation rights for certain online purchases. However, cancellation rights generally do not apply to fresh food, chilled goods, frozen goods, perishable products, or sealed goods unsuitable for return due to health or hygiene reasons once opened.

9 Refund Process

Approved refunds will normally be issued using the original payment method. Refunds may take several working days depending on your bank, payment provider, and processing times.

10 Refund Eligibility

A refund may be issued where goods are faulty, damaged, or incorrect, or as required by applicable law. Refunds may not be available where products have been consumed, products were damaged after delivery due to incorrect storage, incorrect information was provided by the customer, or the issue resulted from misuse.

11 Proof of Purchase

To process a return, replacement, or refund, we may request a receipt, order confirmation, invoice, or transaction reference.

12 Food Quality Concerns

If you believe a food product is unsafe or unsuitable, please stop using it and contact us immediately. Please provide the product name, batch information, expiry or best-before date, and photographs if available. We take food safety concerns seriously.

13 Exchanges

Where appropriate, we may offer exchanges instead of refunds. Exchanges depend on product availability, product condition, and the reason for return.

14 Store Purchases

For items purchased directly from our physical store, please retain your receipt. Return requests should be made within a reasonable timeframe and food safety restrictions apply.

15 Customer Responsibilities

Customers are responsible for checking products upon delivery, storing food correctly, following storage instructions, and contacting us promptly about problems.

16 Contact Us

17 Your Legal Rights

This policy does not affect your statutory rights under UK law. Consumers have legal rights relating to goods being of satisfactory quality, fit for purpose, and as described.

18 Changes to This Policy

We may update this Returns & Refund Policy from time to time. The latest version will always be available on judithethnicstore.co.uk.