There are additional regulations for consumers who buy online which are not legally required for physical stores as online
purchases are also covered by the Consumer Contracts Regulations 2013.
The details below are the minimum required by the regulations. All of the suppliers who are listed on the Good Food Scout
website have to abide by these rules. However, many of the suppliers exceed these requirements. See the ‘Returns’ tab on each
product to view each suppliers Returns policy.
Please note that perishable products are exempt from these rules.
You will be unable to get a refund if you've broken the seal on the product.
Returns must be sent within agreed timescales.
Goods need to be returned unopened and in a saleable condition.
The standards set out by the Consumer Credit Act are:
If you change your mind or the product is simply no longer required, you have the right to cancel the order.
You have the right to cancel at any time from the moment you place your online order, and up to 14 days from the day you receive
your goods. This is sometimes referred to as a ‘cooling-off period’.
However, there are situations in which you can lose your right to cancel, for example, if you open the seal on the goods making
them not suitable for return either because of health or hygiene reasons.
Please note that our terms are that the customer is responsible for the cost of returning the unwanted order. We also recommend
that the customer obtains proof of postage.
To cancel an order please read the How Do I page
If an item has been received which is not what was ordered or is faulty you have the right to return the item within 14 days of notifying the supplier of the issue. You do not have to pay return postage on this type of Return. We also recommend that the customer obtains proof of postage.
It’s the supplier’s responsibility to make sure the item is delivered to you.
If the supplier used a courier, they should chase the courier to find out what’s happened to your order - it’s not the customer’s
responsibility to do this.
It is the customer’s responsibility to provide accurate delivery information. If the delivery address details supplied are
incorrect, then the supplier does not have to issue a refund.
If your item was delivered by a courier:
a) If you advised the courier to delivery to somewhere like your porch or a neighbour’s house, then it’s not the seller’s
responsibility if your order has gone missing.
b) If your item wasn't delivered to the location you agreed, it's the supplier’s legal responsibility to sort out the issue.
You can ask them to redeliver your item or a refund.
For cancelled orders which have not been despatched, a full refund will be given. After an order has been despatched you must cover the delivery cost for returning unwanted goods, unless the supplier says it will pay for returns as a gesture of good will. Returns must be sent within agreed timescales.
A full refund will be given including the cost you incur returning the item. Returns must be sent within agreed timescales. Refunds have to be made within 14 days of returning the goods, or evidence that they were returned.
You must cover the delivery cost for returning unwanted goods, unless the retailer says it will pay for returns. It is recommend you get proof of postage of your return just in case it is not received by the supplier. If your goods are faulty, you do not have to pay to return the goods.