Returns & Refunds

Returns and Refunds Policy last updated 10th November, 2025

Policy Overview

Due to the perishable nature of our artisan cheese, butter, and food products, and food safety regulations, we do not accept returns once you have left the premises. However, we are committed to ensuring your complete satisfaction and will provide refunds or product replacements 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 are damaged, spoiled, or not as described
• Our Error: If we deliver incorrect items or quantities to your table
• Quality Issues: If products do not meet our usual quality standards

Product Replacements and Exchanges

We offer product replacements when:

• You receive a different product variety than what was ordered
• Items are damaged or defective
• Products do not match the description on our ordering system

How to Request a Refund or Replacement

While on the premises:

1. Notify staff immediately upon receiving your order at your table if there is an issue
2. Do not consume products you believe are defective
3. Our team will inspect the item and arrange an immediate replacement or refund

After leaving the premises:

1. Contact us within 7 days of purchase if you discover an issue after leaving
2. Email or call us with your order details, photos of the issue (if applicable), and description of the problem
3. Keep the products until we advise you on disposal – do not consume products you believe are defective
4. Please note: Returns cannot be accepted once you have left the premises, but we will assess refund requests on a case-by-case basis

Refund Process

• In-cafe refunds: Processed immediately at the point of sale
• Post-visit refunds: Processed within 5-7 working days of your claim being approved
• Refunds will be issued to your original payment method
• You will receive confirmation of the refund

Exclusions

We cannot offer refunds or exchanges for:

• Change of mind or taste preference after products have been delivered to your table
• Products consumed in full or partially consumed (unless defective)
• Items that have been handled or stored incorrectly by the customer after delivery
• Claims made more than 7 days after purchase

Order Cancellations

Orders can be cancelled before they are delivered to your table. Please notify a member of staff immediately if you wish to cancel. Once items have been delivered to your table, our standard refund policy applies.

Contact Information

For any queries regarding refunds and exchanges, please speak to a member of our team in the cafe or contact us at:

• Email: [email protected]
• Phone: 01403 823980
• In-person: Speak to any team member during your visit

Returns and refunds policy to be added