Refund & Return Policy

Returns, cancellations, faulty goods and refunds

Effective date: 11 August 2026

Last updated: 13 August 2026

1. Our commitment

We want every order to arrive as described, safe and in satisfactory condition. This policy explains both statutory rights and our return process. Nothing here reduces your rights under consumer law.

2. Change-of-mind cancellation for qualifying online goods

If the statutory distance-selling cancellation right applies to your product, you may tell us that you wish to cancel within 14 days after delivery without giving a reason. After notifying us, you normally have a further 14 days to send the goods back.

For a qualifying change-of-mind return, goods should be kept in a condition that allows us to assess them. We may make a lawful deduction for loss in value caused by handling beyond what would reasonably be permitted in a shop. Where you were informed before purchase that return postage is your responsibility for a change-of-mind return, you must pay that cost.

3. Products excluded from change-of-mind cancellation

The 14-day change-of-mind right does not apply where a statutory exception applies. Relevant examples include goods that are liable to deteriorate or expire rapidly, including many fresh, chilled, frozen and prepared foods; goods made to your specifications or clearly personalised; sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, where the legal conditions are met; and any other category that is excluded by law.

The fact that a product is excluded from change-of-mind cancellation does not remove your rights if it is faulty, unsafe, damaged, incorrectly supplied or not as described.

4. Faulty, unsafe, damaged or incorrect goods

If goods do not meet the standards required by law, contact us as soon as reasonably possible. Tell us what happened and provide your order number. We may ask for photographs of damage, packaging or labels where reasonably helpful, but a photograph is not a condition of a statutory remedy where it is not reasonably available.

Depending on the circumstances and the law, you may be entitled to reject the goods for a refund or to request another remedy. For highly perishable goods, contact us promptly because the product's expected life may be shorter than the normal 30-day short-term right-to-reject period.

5. Prepared and pre-order meals

Prepared meals are commonly perishable and may also be prepared specifically for your order. Statutory change-of-mind cancellation may therefore not apply. Before preparation begins, we may allow a cancellation or date change where reasonably possible. Once preparation has begun or non-recoverable costs have been incurred, a voluntary cancellation may be refused unless the law gives you a right to cancel. This does not affect remedies for food that is unsafe, faulty, incorrectly supplied or not as described.

6. How to request a return, refund or cancellation

To request a return, refund or cancellation, email info@barrelsandbasket.co.uk or call/message +44 7359 136074.

When requesting a return, refund or cancellation, please provide your order number, your name and contact details, the product concerned, and tell us whether you are cancelling because you have changed your mind or because there is a problem with the order. Please give a short description of the issue and include photographs where they are relevant and reasonably available.

7. Refund method and timing

Refunds are made to the original payment method unless you expressly agree otherwise. We do not charge a refund fee. Where a statutory distance-selling cancellation applies, we will refund the product price and our standard outbound delivery charge in accordance with the law. We are not required to refund any extra amount paid for a more expensive delivery option above the cost of our standard delivery service.

For returned goods, a cancellation refund will normally be made within 14 days after we receive the goods back or receive evidence that you sent them back, whichever occurs first. Other statutory refunds will be made without undue delay and within the applicable legal period. Your bank or payment provider may take additional time to show the credit after we issue it.

8. Store credit

We may offer store credit as an option, but we will not use store credit to replace a refund or other remedy that you are legally entitled to unless you freely agree to it.