CANCELLATION, REFUNDS, AND RETURNS POLICY
1.1 MEANING OF "PERISHABLE PRODUCTS"
A "perishable" product, is any product which has a "use by", "best before" or "BBE" date stamped on the product which expires 6 weeks or less from the date of delivery. If you have changed your mind and want to cancel, You may amend or cancel your order before the cut-off time we provide to you for doing so. You may not cancel your order of perishable products after this cut-off time except where you reject them for being defective, unwanted substitutes or in certain circumstances where the price has increased, or we have made a pricing error. Should you wish to cancel your whole order after this cut-off time, we may charge you for the full price of the perishable products contained in your order. If you want to cancel your order of non-perishable products in whole or in part after this cut-off time, you must notify Customer Services by email at the following address email@example.com within 2 days from the day after the day on which you receive your order. If you have not yet paid for such cancelled non-perishable products, then we will simply not charge you for them. If we have taken payment for it, we will give you a full refund of the price you paid for the cancelled products and any applicable standard delivery charges.. We will process the refund due to you within 14 days from the date we receive the returned non-perishable goods or from the date you provide us with proof that the non-perishable products have been returned to us (whichever is earlier).
1.2 QUALITY GUARANTEE
There are specific products on our website which are labelled as having our Quality Guarantee. If you are not 100% satisfied with the quality of any of the products which have our Quality Guarantee, then you can reject the products as being defective and onwards below. Our Quality Guarantee does not apply to any products that have been recalled but this does not affect your legal rights in relation to recalled products. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.
1.3 PRODUCT LIFE GUARANTEE
As part of our commitment to service excellence, we have a system which helps you to choose products with a sufficient product life. We will specify the "product life" for certain products on our website. This is the number of days, starting on the date of delivery, until the expiry of the "use by", "best before" or "BBE" date which is stamped on the product. Please note that if you do not choose a delivery slot before you fill your trolley, we will assume that the delivery date is the next day for the purpose of calculating the "product life". We will do our best to deliver products to you which have the "product life" we have specified, but there may be exceptions where we are not able to do so. If any of the products we have delivered do not meet this Product Life Guarantee, then you can reject the products as being defective. The products you sent to me were defective... We are under a legal duty to supply products that are in conformity with this contract and each product is sold subject to its product description which can be found on the relevant page for that product.
If you think that any product you have received does not match its description, is not of satisfactory quality, does not meet any relevant guarantee we have made, or is otherwise faulty or defective, then in the first instance please contact Customer Services who will do their best to assist you. We reserve the right to ask you to send us reasonable evidence of any product affected by such issues. We will refund to you the cost of any product affected by such issues. To receive a refund of an affected perishable product though, you must notify us of any such issues before the expiry of the "use by", "best before" or "BBE" date stamped on the product. (For an explanation of what we mean by "perishable" please see section 1.1 above). The guarantees provided above are in addition to your legal rights in relation to products that are defective, faulty or not as described. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.
Where we give you a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase.
Returning Products Where I've Changed My Mind?
You must return any cancelled products to us as soon as reasonably practicable and, in any event, within 3 days of notifying us of the cancellation. In these circumstances, you must pay the costs of returning the cancelled products to us. Returning Products Where They Are Defective
To return defective products to us, please contact Customer Services who may at our discretion arrange for one of our couriers to come and collect the products from you. If you return a defective product to us, any refund we make will include your cost of returning the defective goods to us (up to a reasonable amount). You are under a legal obligation to take reasonable care of the products to be returned whilst they are in your possession. If you fail to do so, we may have a right of action against you for compensation or to reduce the amount of any refund to you. Where possible, we ask that you please return the products in their original packaging. Where this is not possible, please ensure that the products are packaged securely to help ensure that they reach us safely and in good condition.
Alternatively, please write to us at:
FDF (ABERDEEN) LTD T/A Fair Deal Foods
14 ST MACHAR ROAD