Refund policy
Returns & Refunds Policy
We pride ourselves on providing excellent customer service and the highest quality products.
This policy distinguishes between Consumers (individuals purchasing for personal use) and Business Customers (including trade, wholesale, and purchases made in the course of business).
1. Consumer Returns (B2C – UK)
30-Day Returns Policy
If you are purchasing as a consumer, you may request a return within 30 days of receiving your order.
To be eligible:
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The item must be unused
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Unopened and still sealed
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In its original packaging
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Accompanied by proof of purchase
To request a return, contact:
Returns must not be sent without prior written authorisation. Unauthorised returns will be refused.
Unless the return is due to our error (incorrect, damaged, or faulty goods), return postage costs are the responsibility of the customer and may be deducted from any refund due.
Refunds are issued only after goods have been received and inspected.
Your statutory rights under the Consumer Rights Act 2015 are not affected.
2. Consumer Cooling-Off Rights (UK & EU Deliveries)
If you are a consumer and your order is delivered within the UK or European Union, you have a legal right to cancel your order within 14 days of receiving the goods, without giving a reason.
To exercise this right, you must notify us in writing within the 14-day period.
Returned goods must:
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Be unopened
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Be unused
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Be in their original packaging
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Be suitable for resale
For hygiene and food safety reasons, we reserve the right to refuse cancellation where goods have been opened, unsealed, or handled in a way that renders them unsuitable for resale.
Refunds will be processed in accordance with applicable consumer legislation.
3. Business & Trade Customers (B2B)
The following terms apply to purchases made in the course of business, including trade, wholesale, contract manufacturing, or resale purchases.
No Right to Cancel
Business customers do not have statutory cooling-off rights.
Returns
Returns from business customers are not accepted unless expressly agreed in writing by Special Ingredients Ltd.
We are under no obligation to accept returns of correctly supplied goods.
If we agree to accept a return:
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Goods must be unopened and in resalable condition
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A restocking fee may apply
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Return carriage costs are the responsibility of the customer
4. Perishable & Food Products
Due to the nature of our products (including food ingredients), we do not accept returns of:
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Opened food products
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Perishable goods
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Goods stored outside recommended conditions
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Products with broken seals
This does not affect your statutory rights if goods are faulty.
5. Damaged, Faulty or Incorrect Goods
All customers (B2C and B2B) must inspect goods immediately upon delivery.
Any claim for:
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Damage in transit
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Shortages
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Incorrect goods
Must be reported in writing within 24 hours of delivery to:
Failure to notify us within this timeframe may result in the claim being rejected.
We may require photographic evidence before authorising any replacement or refund.
We reserve the right to:
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Replace the goods
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Issue a partial refund
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Collect the goods for inspection
At our discretion.
6. Refund Processing
Once an authorised return has been received and inspected, we will notify you whether your refund has been approved.
If approved:
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Refunds will be made to the original payment method
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Processing may take up to 10 business days
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Banking providers may require additional time
If more than 15 business days have passed since approval, please contact us.
7. Excluded Items
We do not accept returns of:
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Custom or personalised products
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Made-to-order goods
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Sale items
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Gift cards
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Hazardous materials
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Flammable liquids or gases