Returns / Refund Policy
RETURNS & REFUNDS
We want you, the customer, to be delighted with your Mud Foods items, but we need your help if something is not right. Please inspect your items as soon as possible after delivery and notify us of any issues promptly, and certainly within 24 hours of receipt, by emailing us at firstname.lastname@example.org.
Mud Foods Ltd will endeavour to either refund the customer the full product price or provide replacement goods if the customer is not satisfied with the product(s) provided, providing Mud Foods Ltd is notified of the problem within the timeframe outlined above.
Please be aware that we use 3rd party couriers who have set guidelines for distribution and we request pictures of any damaged items to be sent to email@example.com so that we can work with you to resolve any issues.
Please note that delivery is available in the majority of mainland UK with the exception of more remote parts of Scotland. See the Delivery information page for more details.
We always aim to deliver your goods within the specified delivery timeframe, but we cannot accept liability if we deliver the goods outside of this window or are unable to deliver all or any of the goods in your order. This rarely if ever happens but we would like you to be aware of it.
It is not our responsibility if you do not make suitable arrangements to accept your delivery or fail to give us correct / detailed instructions. If you are unfortunate enough to have your delivery damaged or indeed stolen from your delivery address following drop off as per your instructions then this is not our responsibility.
There may be occasions where we are unable to deliver to you, or else when your delivery is late, that are out with our control and this means we cannot accept liability for any knock-on effects of this. This may be for reasons including, but not limited to; bad weather, industrial action, vehicle malfunctions and traffic conditions.
These are slightly different from cancellations of non-food items. Here at Mud we currently sell only food, which is a perishable item, and it works differently from non-perishable items with regards to the Consumer Contracts Regulations 2013 (The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (SI 2013/3134) henceforth known as “CCRs”.
You have the right to cancel under “CCRs”, the contract at any time until the expiry of the 14th working days after the day on which you receive the goods you ordered. Please note that you do not have a right under the CCRs to cancel orders in respect of food or other perishable items.
Defective or damaged items, as outlined above, are treated differently and we will work with you until any issues are resolved.Refunds (if applicable and approved)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
If approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
MUD FOODS LTD, WEDGLEN PARK, MIDHURST, GU29 9RE, United Kingdom.