Refunds & Returns

Because our products are almost exclusively perishable food items, we are unable to accept returns as a matter of course, but we do provide refunds where items received meet the criteria below. 

We can offer refunds on perishable items that arrive having suffered tampering, defect, damage or deterioration. The Buyer shall notify FWP as soon as possible and in any event within 7 days of date of the delivery of the same specifying the tampering, defect, damage or deterioration in question. We may require that you provide photo or video evidence of your issue to help us set things right. 

The Buyer shall retain the Goods so affected unless FWP expressly agrees otherwise and permit FWP to inspect or collect the same as it sees fit at FWP’s expense in the first instance. If no such notification is received, or the affected Goods are not retained, then that shall be regarded as conclusive evidence as to the delivery being free from tampering, defect, damage or deterioration. 

To start a refund, you can contact us at sales@fwpmatthews.co.uk. Food items sent back to us will not be accepted. We are able to offer replacements in certain circumstances, though this will be limited by our shipping rules in accordance with the minimum quantities required to ship safely (i.e. we are unable to replace single packs, but are able to replace multiples of 5 where the issue has affected more than one item in your order). 

You can always contact us for any return question at sales@fwpmatthews.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds

We will notify you once we’ve received your refund request, examined any provided evidence or request further evidence from you, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.