Refunds & cancellations

The short version

• Nothing is for sale on this website today. There is no checkout to reach.
• When there is, every order will be a pre-order.
• Cancel any time before it ships: everything back, no reason needed.
• Once it has shipped, we put right anything that arrives damaged, wrong or unsafe.
• What delivery costs, where it goes and how long it takes are stated at checkout before you pay.

Pre-orders and cancellation

1. Every order is a pre-order. No dispatch date is promised — we do not have a written lead time from the manufacturer, and we will not print a month we have not been given. When there is a date, it will be on the product page and in your confirmation, and if it moves we tell you.
2. To cancel before it is dispatched, reply to your order message, or write through the contact page with your order number. We confirm it, and we do not ask why.
3. A cancelled pre-order is refunded in full, to the way you paid. How long the money takes to arrive after we send it depends on your bank or your payment app; the schedule is stated at checkout before you pay.
4. Cancelling an order you have not paid for costs you nothing.

Once your order has shipped

These are sealed single-serve vials of food, so a change of mind after dispatch is not a return we can accept. Everything that is our fault, we put right:

It arrived damaged, leaking, or with the seal broken. Tell us through the contact page, with a photograph and the batch number printed on the vial, as soon as you can after it arrives. We replace it, or refund what you paid for it.

Vials are missing from the order. The same. We send what is missing, or refund it.

It looks or smells wrong, before the date on the label. Do not eat it. Keep the vial, and tell us with the batch number on it. We collect it if we need to, replace it or refund it, and log it against that batch.

It never arrived. Tell us and we will chase it. If it is lost, we send another or refund you in full.

There is no fixed window on any of these, because we have not agreed one with a courier yet. Tell us as soon as you notice; we would rather hear about it.

Refunds after delivery go back the same way as a cancellation.

Events and counters

A vial bought in person, at a stall or over a counter, is covered by exactly the same table: bring it or photograph it, with the batch number, and tell us.

Contact

Refunds, cancellations and anything that went wrong: the contact page. It is read by a person. There is no published mailbox or phone line yet — when there is, it will be printed here, and on the footer of every page. When there is a registered company there will be a named grievance officer, with their own details, on the terms.