Refund policy

Return and Refund Policy – Food Items Last Updated: 10 August 2026 Our Commitment At Henry's Deli, we are committed to delivering high-quality food products. This policy outlines the conditions under which returns and refunds are available for food items purchased from our store. Refund Eligibility We offer refunds for food items under the following circumstances: Items We Will Refund: - Food products that are damaged or defective upon delivery - Food products that do not match the description provided on our website - Food products that contain undisclosed allergens (a serious food safety issue) - Orders that were not received within the expected delivery window - Food products where the batch or expiration date is significantly shorter than advertised Items We Cannot Refund: - Products that have been opened, partially used, or consumed - Products where the customer has removed or tampered with original packaging - Products where the expiration date has passed at the time of the refund request - Perishable items not returned within 2 working days of delivery - Items damaged by the customer after delivery (beyond our control) - Standard food items that the customer is simply dissatisfied with (due to food safety regulations, we cannot resell opened food) Refund Process Step 1: Contact Us Quickly If you receive a faulty or damaged food item, contact us within 2 working days of delivery. For food safety reasons, we cannot process refunds on perishable items after this period. Step 2: Provide Evidence Please provide: - Your order number - Photos of the damaged/defective item in its original packaging - A brief description of the issue Step 3: Resolution Once we verify the issue, we will offer: - A full refund (if the item cannot be safely consumed), or - A replacement product sent at no cost Step 4: Return (If Required) We may request the original packaging or unopened item be returned to us at no cost to verify the issue. If a replacement is approved, you do not need to return the faulty item. Refund Timescales - Refunds will be processed within 14 working days of approval - Refunds are issued to the original payment method - Processing times depend on your bank and may take an additional 5-10 working days Special Cases Allergen Issues: If a food item contains allergens not clearly stated on our website or packaging, this is a serious food safety matter. Please contact us immediately and we will arrange a full refund or replacement without requiring the item to be returned. Seasonal and Fresh Produce: For fresh or seasonal items, the refund window is 1 working day from delivery due to the time-sensitive nature of these products. Frozen and Chilled Items: Refunds for frozen or chilled items must be requested within 2 working days of delivery to comply with food safety standards. Non-Refundable Items Due to food safety and health regulations, the following are non-refundable: - Items that have been opened or partially consumed - Items that show evidence of tampering - Items purchased during promotional or clearance sales (where stated at checkout) Consumer Rights This policy does not affect your statutory consumer rights under the Consumer Rights Act 2015. You have the legal right to reject goods that are not of satisfactory quality or do not match the description within 30 days of purchase. However, for food items specifically, practical refunds are limited to the conditions outlined above due to food safety regulations. Contact Us If you have any questions about our refund policy or need to submit a refund request, please reach out to us during business hours through your preferred contact method on our website.