Returns & Refund Policy

We stand behind the quality of every product we deliver. If any fresh, chilled, or frozen item doesn't meet your expectations:

• Quality issues — If a product is damaged, expired, or not up to standard when delivered, contact us within 24 hours for a full refund. No need to return the item.
• Missing items — If an item is missing from your order, report it within 24 hours of delivery and we'll refund immediately.
• Wrong item — If we delivered the wrong product, keep it (or dispose of it if perishable) and we'll refund the original item in full.
• Short shelf life — If a product arrives with less than 3 days until its use-by date (unless it's a reduced item), we'll refund it.

For non-perishable items (household, health & beauty, general merchandise):

• Changed your mind? — Return the item within 30 days in its original, unopened condition for a full refund.
• Faulty or damaged? — Return within 30 days for a full refund. Within 6 months, we'll offer a replacement or refund.
• Not as described? — Full refund at any time if the product doesn't match its description.

Under the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, you have the following rights when shopping online:

• 14-day cooling-off period — You can cancel your order for any reason within 14 days of delivery. You don't need to give a reason.
• 30-day right to reject — If goods are faulty, not as described, or not fit for purpose, you have 30 days for a full refund.
• 6-month repair or replace — After 30 days but within 6 months, you're entitled to a repair or replacement (refund if neither is possible).
• Refund within 14 days — Once we receive your returned item (or proof of posting), we must process your refund within 14 days.

The following items cannot be returned for a "change of mind" refund (unless faulty):

• Perishable goods (fresh food, chilled items, frozen goods) — but covered by our Freshness Promise above
• Sealed goods that have been opened (for hygiene reasons: medicines, cosmetics, underwear)
• Alcohol (if seal is broken) — age-restricted items cannot be returned to delivery drivers
• Gift cards and top-up vouchers once activated
• Newspapers, magazines, and periodicals

If we substitute an item in your order and you're not happy with the replacement:

• You can refuse the substitution at the door (delivery) or at collection
• If you accepted it, report within 24 hours for a full refund
• If the substitution costs more, you only pay the original item's price
• If it costs less, you pay the lower price