Refund policy
Refund Policy
Newton Farm Foods sells fresh, perishable food. Our refund policy reflects this and is limited to your statutory rights under UK consumer law.
Perishable items — no right to cancel
Under the Consumer Contracts Regulations 2013, you do not have a right to cancel an order of perishable goods or goods that may deteriorate quickly. This includes fresh meat, poultry, dairy, fish, prepared meals, fruit, vegetables, bread and any other chilled or frozen products.
Non-perishable items — 14-day cancellation
For non-perishable items only (for example, ambient goods, gift items, equipment), you may cancel within 14 days of receipt. To cancel, contact us at . You must return the goods, unused and in their original packaging, within 14 days of telling us you wish to cancel. Return postage is paid by you. We will refund the price of the goods (excluding the cost of delivery) within 14 days of receiving them back.
We do not accept cancellations of:
- perishable goods (see above);
- items made to order or personalised for you;
- sealed items unsealed after delivery where this is not suitable for return for health or hygiene reasons.
Damaged, faulty or incorrect items
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your order arrives damaged, faulty or incorrect, you must notify us within:
- 24 hours of delivery for chilled, frozen and fresh items;
- 14 days of delivery for all other items.
Email with your order number, a description of the issue and clear photographs of the goods, packaging and any damage. We may require the goods to be returned before issuing a refund or replacement.
Where we agree the goods were damaged, faulty or incorrect on arrival, we will offer a replacement or a full refund of the affected item. We reserve the right to ask for the goods to be returned at our cost in such cases.
Items missing from delivery
Report any missing items within 24 hours of delivery by emailing with your order number. After this period we are unable to investigate or refund missing items.
How refunds are paid
Approved refunds are issued to the original payment method within 14 days. We are not able to refund to a different card or account.
What is not covered
We do not offer refunds, replacements or credit for:
- change of mind on perishable items;
- items damaged after delivery;
- items consumed in full;
- problems reported outside the timeframes above;
- delivery delays caused by the courier where the goods arrive in good condition.
Your statutory rights
This policy does not affect your statutory rights as a consumer under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Contact
Newton Farm Foods Ltd
Park Farm
Newton St Loe
Bath
BA2 9JA