Due to our products being perishable goods, we are afraid we cannot offer you a refund and do not accept returns if you change your mind about the products after we have despatched them. We are happy to offer refunds if you wish to cancel your order – this must be done prior to despatch. Therefore, we can only cancel orders and offer refunds up to 48 hours prior to your chosen delivery date.
Should you have any problems with our products or service, your statutory rights apply. Please get in touch within 48 hours of receiving your delivery and we will work with you to resolve the problem, offering either a refund, replacement, repair and/or compensation where goods are faulty or misdescribed.
Due to the rise of refund fraud for online retailers, we do request that you contact us using a working email address that we can reply to, and we will discuss a suitable resolution with you prior to offering any refund or replacement. Should we wish to speak with you by email or telephone regarding your difficulties, we do expect that you would be willing to do so prior to us providing any refund or return. For example, we would expect a response by email or telephone when we attempt to contact you regarding the issue, prior to us issuing any refund or replacement. Having spoken with you, and once we are fully satisfied of the legitimacy of your claim, we will process a refund or provide a replacement or compensation in another form (e.g. a discount on future orders).
Food texture and flavour are subjective matters, and not all products will meet every individuals’ expectations or suit individual preferences. We have accumulated enough customer feedback and data to be absolutely confident of the quality of our products. Should you feel that our products do not meet your expectations, we would very much welcome your feedback. It takes businesses like ours a lot of work to reach the point where a customer makes a purchase, and every purchase and customer is of great value to us. Therefore, we appreciate honest feedback that is provided directly to us so that we are offered the opportunity to a.) Put it right and b.) Understand what could have gone wrong and make adjustments and improvements. In these instances, we may offer products, discounts or services in order to improve your experience, but doing so remains at our discretion. Your statutory rights are not affected.
We only replace items if they are defective or damaged. If this is the case, please contact us by email within 48 hours of receiving your product with photos of any issues – hello@thehullpie.co.uk and we will get in touch to resolve the issue.
As with our Refunds and Returns Policy, due to the rise of refund fraud for online retailers, we do request that you contact us using a working email address that we can reply to, and we will discuss a suitable resolution with you prior to offering any refund or replacement. Should we wish to speak with you by email or telephone regarding your difficulties, we do expect that you would be willing to do so prior to us providing any refund or return. For example, we would expect a response by email or telephone when we attempt to contact you regarding the issue, prior to us issuing any refund or replacement. Having spoken with you, and once we are fully satisfied of the legitimacy of your claim we will process a refund or provide a replacement or compensation in another form (e.g. a discount on future orders).
We use a courier to ship your goods and as such offer you delivery guidelines based on their published recommendations.
The Consumer Rights Act 2015 states that as the retailer, we are responsible for the condition of the goods received by you, or by someone you have nominated to receive them on your behalf such as a neighbour. There is a default delivery period of 30 days during which a retailer needs to deliver the goods to you.
If your delivery is later than agreed and it was essential it was delivered on time, then you have the right to cancel the purchase or get a full refund. Please refer to the Delivery Information on our website, and/or to the Frequently Asked Questions section for details of the courier service and what constitutes the ‘agreed’ delivery period.
If the delivery time is not essential but another reasonable delivery time cannot be agreed, you have the right to cancel your purchase with us and request a full refund.
Please email us at hello@thehullpie.co.uk for questions related to refunds, returns, and shipping.