Refund Policy
Our fermented products are fresh, perishable and living foods.
Because of their perishable nature, we cannot accept returns simply because you change your mind.
This does not affect your legal rights if a product arrives damaged, faulty, unsafe or is not what you ordered.
No Change-of-Mind Returns
We cannot accept returns or provide refunds because:
• You have changed your mind
• You no longer want the product
• You do not like the taste
• You ordered the wrong product
• You have not followed the storage instructions
• The product has been left unrefrigerated after delivery
Our products are perishable foods and cannot be resold once they have been delivered.
Natural Variation in Fermented Foods
Wild Pantry products are made in small batches using natural fermentation.
This means there can be differences between batches.
You may notice changes in:
• Flavour
• Acidity
• Texture
• Colour
• Brine level
• Carbonation
• Fermentation activity
These natural differences do not mean a product is faulty.
Taste is also personal. We cannot provide a refund simply because you do not enjoy a particular flavour.
Nationwide Deliveries
Our nationwide orders are sent using chilled packaging designed for the expected journey.
Your ice pack may be partly or fully thawed when your parcel arrives. This alone does not mean your products are faulty or unsafe.
Our ferments remain active during delivery. Changes in temperature and movement can cause pressure to build.
A small amount of liquid around the lid or inside the packaging can happen during transit and does not always mean the product is damaged.
If you are concerned about the condition of a product when it arrives, please refrigerate it and contact us before consuming it.
Damaged Products
We pack our glass jars carefully, but damage can happen during delivery.
If a product arrives smashed, badly damaged or unusable, please contact us within 24 hours of delivery.
Email info@wildpantry.co.uk with:
• Your order number
• A clear description of the problem
• A photo of the affected product
• A photo of the inside of the parcel
• A photo of the outside of the parcel if there is visible damage
Please keep the damaged product and packaging until we have responded, where it is safe to do so.
We may need this information to investigate the delivery with our courier.
Where a product has arrived damaged or faulty, we will put things right in line with your legal rights. This may include a replacement or refund.
Wrong or Missing Products
If we’ve sent the wrong product or something is missing from your order, contact us at info@wildpantry.co.uk as soon as possible.
Please include your order number and details of what is missing or incorrect.
Where we’ve made a mistake, we’ll put it right.
Courier Delays
Next-day delivery refers to the delivery service booked with our courier and does not mean every parcel is guaranteed to arrive the following day.
If your parcel is delayed, please refrigerate your products as soon as they arrive.
A courier delay does not automatically mean the products need to be refunded or replaced.
If you believe the delay has affected the condition of your products, contact us with your order number and photographs where relevant.
We’ll assess the condition of the order and the circumstances of the delay.
Failed Deliveries and Incorrect Addresses
You are responsible for providing a complete and accurate delivery address when ordering.
We cannot provide a refund where a delivery fails because:
• An incorrect or incomplete address was provided
• The customer refused delivery
• The customer did not collect or receive a parcel after reasonable delivery attempts
• A parcel was redirected or delivery instructions were changed by the customer
If a parcel is returned to us, contact us and we’ll confirm what options are available.
Safe Place Deliveries
If you ask us or the courier to leave an order in a safe place, please collect and refrigerate it as soon as possible.
We cannot provide a refund for deterioration caused by a chilled delivery being left outside or unrefrigerated for an extended period following successful delivery.
Storage After Delivery
Our chilled ferments must be stored at 0°C to 5°C.
Once your order has been successfully delivered, you are responsible for storing and handling the products correctly.
Living ferments can become more active when they get warmer. This can cause increased pressure, carbonation or leakage.
We cannot provide refunds for deterioration, leakage or other problems caused by products being stored outside their stated storage conditions after delivery.
Cancelling an Order
If you need to cancel your order, contact us at info@wildpantry.co.uk as soon as possible.
For local Thursday deliveries, cancellations can be made up to midnight on Tuesday before your scheduled delivery.
For nationwide orders, please contact us before your order has been prepared or dispatched.
Because our products are fresh and perishable, we may not be able to cancel an order once it has been prepared for dispatch or handed to our courier.
Where we accept a cancellation before this point, we will refund the cancelled order using the original payment method.
Refunds
Where a refund is agreed, it will normally be returned to the payment method used to place the order.
Your bank or payment provider may take additional time to show the refund in your account.
Where only part of an order is affected, any refund or replacement may apply only to the affected product rather than the full order.
Your Legal Rights
Nothing in this policy limits your statutory rights.
If goods arrive faulty, damaged, unsafe, not as described or otherwise fail to meet your legal rights as a consumer, please contact us and we will deal with the issue appropriately.
Contact Us
For refund, delivery or order problems, contact:
Please include your order number so we can find your order quickly.