Returns & Refunds
Returns and Refunds Policy last updated June 12th, 2025
Our Policy Overview
Due to the perishable nature of our artisan cheese products and food safety regulations, we do not accept returns of cheese products. However, we are committed to ensuring your complete satisfaction and will provide refunds or product exchanges in appropriate circumstances.
Consumer Rights Under UK Law
Your statutory rights under the Consumer Rights Act 2015 remain unaffected by this policy. You are entitled to a refund if goods are not as described, not fit for purpose, or not of satisfactory quality.
When We Offer Refunds
We will provide a full refund in the following circumstances:
- Defective Products: If your products arrive damaged, spoiled, or not as described
- Delivery Issues: If products are not delivered within the agreed timeframe or arrive in poor condition due to shipping
- Our Error: If we send incorrect items or quantities
- Quality Issues: If products do not meet our usual quality standards
Product Swaps and Exchanges
We offer product swaps when:
- You receive a different product variety than what was ordered
- Products arrive damaged during transit
- Items are past their best-before date upon arrival
How to Request a Refund or Swap
- Contact us within 48 hours of delivery for perishable items, or within 14 days for non-perishable items
- Email us with your order number, photos of the issue (if applicable), and description of the problem
- Keep the products until we advise you on disposal – do not consume products you believe are defective
Refund Process
- Refunds will be processed within 5-7 working days
- Refunds will be issued to your original payment method
- You will receive email confirmation once the refund is processed
Exclusions
We cannot offer refunds or exchanges for:
- Change of mind or taste preference
- Products consumed in full
- Items damaged due to incorrect storage by the customer
- Products past their best-before date due to customer delay in consumption
Cancellations
Orders can be cancelled free of charge up to 24 hours before dispatch. Once dispatched, our standard refund policy applies.
Contact Information
For all refund and exchange requests, please contact us at:
- Email: admin@dev.bookhamharrison.co.uk
- Phone: 01403 339 150
- Response time: Within 24 hours during business days