Refund & Returns Policy

Last updated: March 2026

2.1 Your Rights

As a consumer purchasing from Ismo Foodies Cash and Carry, you have rights under the Consumer Rights Act 2015 and, where applicable, the Consumer Contracts Regulations 2013. This policy does not affect those statutory rights. Due to the nature of wholesale food products, we can only accept returns and issue refunds for items that are faulty, damaged or not as described at the time of receipt, we do not accept returns due to change of mind or incorrect ordering.

2.2 In-Store Purchases

For goods purchased in-store:

• We accept returns of non-perishable goods in their original, unopened condition within 24hours of purchase, with proof of purchase (receipt or bank statement).
• Perishable goods (fresh produce, meat, fish, dairy, and similar items) cannot be returned unless they are faulty or not as described at the time of purchase.
• Refunds, exchanges, or store credit will be offered at our discretion depending on the circumstances.
• We are unable to accept returns on goods that have been opened, used, or damaged after purchase.

2.3 Online / Remote Orders

For goods ordered remotely (phone or online) and delivered or collected:

• To exercise your right to return, notify us in writing (email or letter) within 24 hours of delivery.
• Returned goods must be in their original, unopened condition.
• Refunds will be processed within 14 days of receiving the returned goods or confirmation of cancellation.

2.4 Faulty or Incorrect Goods

If you receive goods that are faulty, damaged, past their best-before or use-by date, or not as described, please contact us immediately:

• Perishable items: contact us within 2 hours on the day of delivery or collection.
• Non-perishable items: contact us within 24 hours from the day of purchase.
• We will offer a full refund, replacement, or exchange at no additional cost to you.

2.5 Exclusions

We are unable to offer refunds or returns in the following circumstances:

• Perishable goods that have deteriorated through no fault of ours.
• Goods damaged after purchase due to customer misuse or improper storage.
• Items purchased in a sale or at a discounted clearance price (unless faulty).
• Goods returned without proof of purchase.

2.6 How to Request a Refund

To request a refund or return, please contact us at [@ismofoodies.co.uk] or call [ Phone Number]. Please have your order number, purchase date, and details of the issue ready. We aim to respond to all refund requests within 2 working days.