Food Chain International Limited

Return & Refund Policy

Effective date: 18th July 2025

1. Scope

This policy applies to all orders placed through our website for food and related products.

2. Statutory Rights – What You Must Know

Under the UK Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015, you generally have:

• A 14-day “right to cancel” a distance (online) purchase; and
• The right to receive goods that are as described, of satisfactory quality and fit for purpose.

However, the 14-day cancellation right does not apply to:

• Food or other goods liable to perish or expire rapidly.

3. No Returns or Refunds for Change of Mind

Because we sell perishable food items, we do not accept returns or offer refunds simply because you change your mind, ordered the wrong item, or no longer wish to keep the products.

4. Faulty, Damaged or Incorrect Goods

If you receive goods that are faulty, damaged in transit or materially not as described, you have the right to a remedy:

• Inspect your order as soon as it arrives.
• Notify us within 14 days of delivery by emailing sales@foodchain.scot or calling 0131 399 0160. Please quote your order number and describe the problem. Providing photographs is helpful.

5. Remedies for Faulty or Incorrect Goods

Where you validly report a fault or an incorrect item, we will, at our option:

• Replace the goods free of charge; or
• Issue you a full refund (including any standard delivery charge paid).

6. How to Notify Us

To start a claim, please provide:

• Your name and order number
• Date of delivery
• Description of the problem (and photos if relevant)
• Your preferred remedy (replacement or refund)

We aim to acknowledge all valid claims within 2 working days and to resolve them within 14 days of receipt.

7. Exclusions & Limitations

• We cannot accept returns of goods that have been opened, partially consumed or where sanitary seals have been broken, unless they are faulty.
• We do not refund or replace for natural variations in flavour, texture or colour.
• Gift cards, promotional codes and delivery charges are non-refundable, except where required by law.

8. Your Legal Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or other applicable laws. For more information, visit Citizens Advice Scotland or the UK government’s consumer-rights website.

9. Governing Law

These terms are governed by the laws of Scotland. Disputes may be submitted to the Scottish small claims court or equivalent forum.