Returns and refunds

The short version

If something is wrong with your order, email byspreads@gmail.com within 48 hours of it arriving, with your order reference and a photograph. We will replace it or refund it.

What we will always put right

• It arrived damaged or leaking
• It is not what you ordered
• Something is missing from the parcel
• It is past or close to its date when it reaches you

A photograph makes this immediate rather than a conversation. Please send one where you can.

Food we cannot take back

Because these are food products made to order, we cannot accept a return of an opened jar simply because you changed your mind, and we cannot resell anything that has left our hands. This is a food-safety limit, not a commercial one.

If you have opened something and there is genuinely a problem with it, if it does not taste right or it has separated in a way it should not, that is a different matter. Tell us. We would rather know.

Cancelling

Everything is made to order, so there is a window. Email byspreads@gmail.com as soon as you can with your reference:

• Before it is made. Cancelled, no charge, nothing to refund since you have not paid.
• After it has gone to the courier. It is on its way, and you can decline it at the door. Please do not simply refuse delivery without telling us; the parcel takes days to come back and we will have made it for nothing.

Refunds

Since orders are cash on delivery, the usual outcome is that you do not pay rather than that we send money back. Where a refund is genuinely owed, meaning you paid and something was wrong, we will arrange it directly with you within 7 working days.