Refund policy

We want you to enjoy your granola. If something isn't right, we'll put it right. This policy explains how returns and refunds work, and it sits alongside our terms and conditions.

Nothing in this policy affects your statutory rights as a consumer.

If your order is faulty, damaged or wrong

Please check your order when it arrives. If anything is damaged, past its best before date, or not what you ordered, contact us within 14 days of delivery at hello@paleofoodscompany.co.uk.

Include your order number and, where you can, a photograph. It helps us sort it quickly and helps us spot if something has gone wrong at our end.

We will replace the item or refund you in full, including any delivery charge you paid. You will not need to pay return postage, and in most cases we won't ask you to send the product back.

Changing your mind

You can cancel your order and return it within 14 days of receiving it, as long as the products are unopened, unused and in their original sealed packaging.

To start a return, email hello@paleofoodscompany.co.uk with your order number. We'll confirm the return and give you the address to send it to. Please don't send anything back before contacting us, as we can't process returns we aren't expecting.

You have a further 14 days from telling us to send the products back. Return postage is your responsibility unless the item is faulty or incorrect. We recommend using a tracked service, as we can't refund items that don't reach us.

What we can't accept back

For food safety and hygiene reasons, we can't accept returns of:

Products that have been opened or unsealed
Products that are no longer in a resaleable condition
Gift cards

This doesn't apply if a product is faulty, damaged or not as described. In those cases your statutory rights apply in full, whatever the product and whether or not it was bought in a sale.

Missing or undelivered parcels

Your order is our responsibility until it reaches you. If your tracking shows delivered but the parcel hasn't arrived, or if it hasn't turned up within a week of dispatch, get in touch and we'll investigate with Royal Mail and sort a replacement or refund.

Allergies

Our products contain nuts and are made in an environment where nuts and seeds are handled. Full ingredient and allergen information is on every product page and on the pack. Please read it before ordering.

If you have any concerns about ingredients or allergens, contact us at hello@paleofoodscompany.co.uk before you buy and we'll help.

Subscriptions

Cancelling a subscription stops future deliveries but doesn't automatically refund one that's already been sent. If a subscription order has already gone out, this returns policy applies to it in the normal way.

To skip, pause, amend or cancel a subscription, see our cancellation policy.

Exchanges

The quickest way to swap something is to return the original item and place a new order. If you'd rather we arranged an exchange, email us and we'll do what we can.

Refunds

Once we've received and checked your return, we'll email to confirm your refund. Refunds are issued to your original payment method within 14 days of us receiving the products back, or within 14 days of you telling us if we haven't asked for the products to be returned.

Refunds include the standard delivery charge you paid on your original order. If you chose a more expensive delivery option, we refund the standard rate.

Your bank may take a few extra days to show the money in your account. If it's been more than 14 days since we confirmed your refund and you still haven't received it, contact us at hello@paleofoodscompany.co.uk and we'll chase it.