Refund policy
Refund, Returns & Damaged Orders Policy
At British Goodies Online, we take care when selecting, packing, and shipping your order. We understand that occasionally an issue may occur during processing or transportation, and we will always make reasonable efforts to resolve legitimate concerns fairly.
By placing an order with us, you agree to the terms below.
1. Out-of-Stock Items
Although we make every effort to maintain accurate inventory, an item may occasionally become unavailable after an order has been placed.
If an item is temporarily out of stock, we may:
- Hold the item until stock becomes available;
- Ship the available items and provide the remaining item when it becomes available;
- Contact you regarding available alternatives; or
- Refund the unavailable item where appropriate.
We will not intentionally charge you for an item that we are unable to supply without providing an appropriate resolution.
2. Warm Weather & Temperature-Sensitive Products
Some products, particularly chocolate and certain confectionery items, are sensitive to heat.
During periods of warm weather or high temperatures, these products may soften, melt, stick together, lose their shape, or experience other changes in appearance or texture during transportation.
We carefully package temperature-sensitive products; however, once an order leaves our premises, we cannot control the temperature or conditions experienced during transportation, at delivery facilities, or while a package is awaiting delivery or collection.
By purchasing temperature-sensitive products during warm-weather periods, you acknowledge and accept the possibility of heat-related changes during transit.
We strongly recommend choosing the fastest available shipping service and ensuring that someone is available to receive the package promptly.
Heat-related changes such as softening, melting, changes in shape, or cosmetic changes may not qualify for a refund or replacement when the product has otherwise been properly packed and shipped. Any request will be reviewed in accordance with this policy and applicable consumer-protection requirements.
3. Damaged Packages
If your package arrives visibly damaged, please photograph the package before opening it, if possible.
If the contents are damaged, please provide:
- Photographs of the outside of the shipping package;
- Photographs of the internal packaging;
- Photographs of the damaged products; and
- Your order number.
Please contact us promptly after delivery so that we can investigate the matter with the shipping provider where necessary.
4. Incorrect, Missing or Short-Shipped Items
If you believe an incorrect item or quantity was shipped, please contact us promptly after receiving your order.
We will compare your claim with the original order, inventory records, packing information, and shipping documentation.
If an item was unavailable at the time of fulfillment, this will be addressed according to our Out-of-Stock Items policy above.
5. Incorrect Delivery Address
Customers are responsible for providing a complete and accurate delivery address when placing an order.
If an order is returned to us because of an incorrect or incomplete address, refusal of delivery, or failure to collect the package, additional shipping charges may apply if the customer requests that the order be shipped again.
Perishable or temperature-sensitive products returned to us may not be eligible for resale or replacement.
6. Delivery Delays
Estimated delivery dates and transit times are estimates and are not guaranteed unless a specific guaranteed delivery service has been purchased and expressly confirmed.
Delivery may be affected by circumstances outside our control, including:
- Severe weather;
- Carrier delays;
- Customs or border delays;
- Transportation disruptions;
- Incorrect or incomplete addresses;
- High-volume periods; and
- Other circumstances outside our reasonable control.
A shipping delay does not automatically constitute grounds for a refund.
7. Products That Cannot Be Returned
For food-safety and hygiene reasons, we generally cannot accept returns of food or confectionery products simply because a customer has changed their mind.
This does not affect any rights you may have under applicable consumer-protection legislation.
8. Refund Requests
Refund requests must include the order number and sufficient information for us to investigate the issue.
Where appropriate, we may request photographs or other information before determining whether a refund, replacement, store credit, or other resolution is appropriate.
A refund is not automatically issued simply because a product has experienced a cosmetic or temperature-related change during transportation.
Each request is reviewed based on the circumstances of the order, the condition of the product, the cause of the issue, and applicable laws.
9. Customer Communication
We understand that customers may be frustrated when an order does not arrive as expected. Our customer-service team will always make reasonable efforts to assist.
However, abusive, threatening, discriminatory, or personally insulting communication toward our employees will not be tolerated.
We reserve the right to end a customer-service interaction if communication becomes abusive. We will continue to address legitimate order issues through appropriate and respectful communication.
10. Our Commitment
Our goal is to provide quality British products and reliable service while dealing fairly with our customers.
If something genuinely goes wrong with your order, please contact us and give us the opportunity to investigate and resolve the matter.
Nothing in this policy is intended to exclude, restrict, or override any rights or remedies that cannot lawfully be excluded or restricted under applicable consumer-protection legislation.
British Goodies Online reserves the right to update this policy from time to time. The policy applicable to an order will generally be the version in effect at the time the order was placed.