Refund policy

Returns and refunds

This policy applies to orders placed at purepantryco.co.uk. It sits alongside your legal rights and does not affect them.

Your right to cancel within 14 days

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order within 14 days of the day you, or someone you nominate, receives the goods. You do not need to give a reason.

To cancel, email mark@purepantryco.co.uk with a clear statement that you are cancelling, along with your order number. You may use the model cancellation form set out in the Regulations, but you do not have to.

Each delivery under a subscription is treated as a separate supply, so this 14-day right applies to every delivery you receive, not only your first.

Opened products cannot be returned

Our capsules are sealed for health protection and hygiene reasons. Under regulation 28(1)(e) of the Regulations, the right to cancel does not apply to sealed goods of this kind once the seal has been broken after delivery.

In plain terms: an unopened, sealed bottle can be returned within 14 days. A bottle that has been opened cannot, unless it is faulty, damaged or not what you ordered.

Sending an item back

If you cancel, please return the goods to us without undue delay and no later than 14 days after telling us you are cancelling. Send them to:

Pure Pantry Ltd, Brook Farm, Smallgains Lane, Essex, CM4 9PP

You are responsible for the cost of return postage unless the item is faulty, damaged or incorrect, in which case we will cover it. We recommend obtaining proof of postage, as the goods remain your responsibility until they reach us.

Refunds

We will refund you within 14 days of receiving the goods back, or within 14 days of receiving evidence that you have sent them, whichever is sooner. Refunds are made to the original payment method.

Your refund will include the standard delivery cost you paid on the original order. If you chose a faster or more expensive delivery service, we refund the cost of our standard service only. We may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature and characteristics of the goods.

Faulty, damaged or incorrect items

If something arrives damaged, faulty or is not what you ordered, email mark@purepantryco.co.uk with your order number and a photograph where possible.

Under the Consumer Rights Act 2015 you have 30 days from receipt to reject faulty goods and receive a full refund. We will cover return postage in these cases. This applies whether or not the bottle has been opened.

Cancelling a subscription

There is no minimum term. You can cancel at any time and you will not be charged again.

Cancel through the account link in your order confirmation email, or email mark@purepantryco.co.uk. Please cancel before your next renewal date, as an order that has already been placed and dispatched cannot be stopped in transit. If a payment has been taken but the order has not yet been dispatched, contact us and we will cancel and refund it.

Your statutory rights

Nothing in this policy affects your statutory rights.

Contact

Pure Pantry Ltd, company number 17230037, Brook Farm, Smallgains Lane, Essex, CM4 9PP. Email mark@purepantryco.co.uk.