Refund policy
Refunds
We offer the below 7 day refund policy on all orders, commencing the day of delivery. We do not offer returns. We reserve the right to change this policy at any given time without notice, and we reserve the right to make any exception to this policy on a case by case basis. By shopping with us, you agree to this.
Stock Discrepancy
While we do our best to keep our inventory counts as precise as possible, sometimes small quantity errors can occur in our inventory. If you order an item that we are unable to fulfill due to a stock discrepancy, we will refund you for the full amount of the item before your order ships. You will receive a refund notification email if this happens.
Damaged Item
Our packaging team are experts at their job, making sure to pack your goodies as carefully as possible with plenty of cushioning to prevent damages during transit. Although even with expert packaging, the rare damage is still possible. Please understand that in this unlikely and unfortunate situation, we are just as upset about it as you are.
In this unlikely situation, we ask that you take pictures of the damaged item, as well as the shipping box. After you have pictures of the damage, please contact us within 7 days of your order being delivered. We will assess your images and determine refund eligibility on a case by case basis.
Exclusions:
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Easter eggs will never be refunded - unfortunately they're incredibly fragile, and can collapse by themselves while in transit, no matter how much cushioning is used. You need to break the egg to eat it anyway, unless you're planning on keeping a chocolate egg as a long term decoration piece.
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Canned goods - the tins are very thin and easily dented. In saying that, most canned goods arrive in excellent condition due to our excellent packaging, but there may be exceptions sometimes beyond our control. To prevent this with 100% success, each tin would need to be packaged in its own hard case, which is impractical and would be incredibly costly in both material and labour (time). Our team packages them with plenty of cushioning, however they may still dent themselves by even the slightest of jostles while in transit, no matter how much cushioning and dunnage is used. We recommend shopping in-store if you're a very particular type of person.
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Frozen damages: We do not accept any responsibility for damages due to freezing. We are based in Canada (cold weather!), and there's nothing we can do about the freezing temperatures that your package may experience during transit.
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Melted chocolate: Ice packs and insulation are automatically added to your cart during our summer months if your cart contains a meltable item. It is your choice to either keep it in your cart, or remove it from your cart. It helps prevent chocolate from melting, however it is not guaranteed to prevent melting. Ultimately, it is out of our control, and chocolate is shipped at your own risk during hot weather. We will not refund you for melted chocolate. It is ordered at your own risk.
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Bread: The Warburtons bread is very soft and malleable, and it is exported from the UK and imported to Canada in a frozen state. Once thawed upon removal from the freezer when your order is dispatched, it may become even softer due to condensation. It is so soft and malleable that it is not possible to guarantee it arrives in perfect condition, even with excellent packaging. If you need the world's most perfect loaf of bread or it'll ruin your day, please instead shop at your local grocery store.
- Crisps: They may pop while in transit, especially if you order other items that can pop them. Our packaging team packs them incredibly carefully, and there's nothing more we can do. Popped crisps are non-refundable.
Missing or Incorrect Item
Each and every order is thoroughly checked by multiple team members and computer systems to ensure order accuracy. However, as we are all human beings, mistakes can happen. We would never purposely miss an item from your order, or send you an incorrect item. In this extremely rare situation, we are just as upset about it as you are.
We ask that you notify us of any missing items within 7 days of your order being delivered. For an incorrect item (wrong flavour, size, etc), we ask that you provide us a picture of the incorrect item and contact us within 7 days of your order being delivered. You will be refunded for the value of the item.
Incorrect Product Information or Image
All product images and information are not guaranteed accurate or correct. Product information is considered accurate at time of entry, using the manufacturer's current available information. Food products are regularly improved and the ingredients/nutritional information may occasionally change. If you have any dietary restrictions, always read the label and do not solely rely on the information provided on our website. We are not liable for any incorrect information provided. It's your responsibility to read the item's label to ensure it is suitable for you. If you would like to confirm product information, please contact us and we will happily assist you.
Short Best Before Date
We transparently indicate all best before dates of products on our website which are within 4 weeks of their best before date. The applicable best before dates are displayed on collection pages, product pages, in your cart and even at the checkout. Our inventory management team is stringent with their date checks, and are excellent at making sure all applicable best before dates are displayed on the applicable products.
However, as we are human, there may be the rare product which escapes our sight. In this case, it is our standard practice to contact you before packaging your order if any products in your order are within 4 weeks of their best before date and it wasn't disclosed at the time of purchase. We will reach out by phone or email to see if you would still like the product.
In the very rare circumstance that our inventory management team and packaging team didn't catch a short dated product in your order (less than 4 weeks till date), and you are not happy with the best before date you received, please contact us within 7 days of delivery and we will refund you for it. This excludes Christmas products. Some manufacturers purposely make Christmas products with a best before date of shortly after Christmas (such as the first week of January). We can't control that and we're unable to refund any Christmas items that have a best before date of after Christmas, whether it's 4 weeks away or not.
We will not refund you for any products that you purchased which had the best before date clearly indicated at the time of purchase. The best before dates of applicable products are clearly displayed in bold red on the collection pages, product pages and in your cart.
The 4 weeks away is based on the date you place the order. Please keep that in mind when you place the order.
Please note: An Expiry Date is not the same as a Best Before Date. An Expiry Date is the date that an item is deemed as no longer safe to consume. A Best Before Date is the durable life of an item to ensure for optimal freshness, taste and nutrition. Read more on the Canadian Food Inspection Agency's website: click here.
Returns
Any package that is returned to us will be subject to a minimum 25% restocking fee to cover the cost of labour, packaging materials and shipping fees (the courier charges us for the return). Shipping fees are non-refundable. Your total cost incurred for a return is a minimum 25% of the subtotal, plus the shipping fee (which also includes the additional return shipping fee charged by the courier).
Incorrect Shipping Address or Missing Information
You are responsible for entering your shipping address at the checkout, and reviewing it before checking out. We do not accept any responsibility for you entering an incorrect address or an address with missing information, such as a buzzer code or apartment number.
If you notice you entered an incorrect address, please contact us as soon as possible. If we've already shipped your order before you contact us, you'll have to pay for the courier's Address Correction Fee ($14 - $16). If your order is not able to be delivered due to you providing an incorrect address, we are unable to provide any refund or compensation.
If the parcel is marked as delivered by the courier, and you can't find it, and the address was updated while in transit, this is your responsibility and we cannot issue any refunds for this. Any credit card chargebacks regarding this matter will be disputed, and we will send any owing amounts of yours to collections if necessary.