Returns and refunds

At a glance

1. Contact and return address

Snack Culture is operated by Snack Culture Limited, registered in England under company number 15109484.

Registered office: 21 Barry Lawson Close, Manchester, M8 9EY
Trading and correspondence address: 21 Barry Lawson Close, Manchester, M8 9EY
Contact: sales@snackculture.co.uk · 07936504300
We are not VAT registered.

To request a return or report a problem, email cs@snackculture.co.uk, call the contact number above, or write to our trading address. Include your name, SC order reference, affected items and the reason if the goods are faulty. You do not have to give a reason for a statutory change-of-mind cancellation. We may reasonably request proof of purchase; an original paper receipt is not the only acceptable proof.

Returns address: 21 Barry Lawson Close, Manchester, M8 9EY

Please contact us before posting food so we can advise on safe handling and identify the order. A return authorisation number is helpful but is not a condition of exercising a legal cancellation right. Do not send goods to the bakery's address unless we explicitly direct you there. Do not return unsafe or deteriorating food through the post until we have agreed a safe method; we may arrange collection, accept photographs or ask you to dispose of it safely.

2. Consumer change-of-mind cancellation

For eligible non-perishable goods ordered online, by email or telephone, tell us clearly that you wish to cancel within 14 days after the day you or your nominated recipient receives the goods. For a single order delivered separately, the period normally starts after receipt of the final item. Send the goods back no later than 14 days after telling us. A clear email or letter is sufficient; use of our optional cancellation wording below is not compulsory.

You pay the direct cost of a change-of-mind return by post and should retain proof of posting. We do not impose a restocking or administration fee. Handle the goods only as necessary to assess them, as you could in a shop. Keep individual food seals intact where possible. Opening only the outer delivery carton does not remove your rights. We may make a lawful deduction for loss of value from handling beyond what is reasonably necessary, but not for permitted inspection.

We do not offer routine exchanges for a change of mind: eligible items can be refunded and a new order placed. This does not limit a legal right to a replacement for faulty goods.

3. Food and sealed-product exceptions

The change-of-mind right does not apply to goods liable to deteriorate or expire rapidly, such as genuinely perishable fresh bakery products, or goods made to your specifications/clearly personalised. An ordinary stock item is not automatically personalised merely because you ordered it. The right may also be excluded for sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons after their seal is broken. We apply this only where the legal exception actually fits the product.

We do not class every packaged snack as perishable. Unopened shelf-stable snacks remain subject to the usual consumer cancellation rules unless a specific lawful exception applies. The exceptions never remove remedies for faulty, damaged, wrong or misdescribed goods. Request bakery cancellation before production where possible; the agreed-order terms explain reasonable unrecoverable costs where a discretionary cancellation is agreed.

4. Faulty, damaged, missing or incorrect items

Contact cs@snackculture.co.uk as soon as reasonably possible. Photographs of the product, packaging, batch/date label and damage often help. For fresh food, same-day contact where practicable gives us the best chance to investigate. These are requests, not a fixed deadline that removes legal rights. Do not eat a product you reasonably suspect is unsafe.

Consumers are entitled to the remedies required by law. This can include the short-term right to reject, normally 30 days but potentially shorter for perishable goods based on how long they can reasonably be expected to last, and appropriate repair/replacement, price reduction or refund rights afterwards. Food may not be suitable for repair. We cover reasonable agreed return costs where the goods do not conform. We do not require an unopened packet or original packaging as a condition of a valid faulty-goods claim.

5. Refunds and delivery charges

For an eligible change-of-mind cancellation, we reimburse without undue delay and no later than 14 days after receiving the returned goods or evidence that you sent them back, whichever is earlier. Where we have offered to collect the goods, or no goods were supplied, the relevant deadline runs from your cancellation notice. For an accepted statutory rejection of faulty goods, we refund without undue delay and within 14 days after agreeing that you are entitled to the refund.

When a whole eligible order is cancelled, the refund includes the least expensive standard delivery charge originally offered. Extra costs for a premium service chosen by you are not normally refunded for a change of mind. For a partial return, we refund the affected goods and any delivery charge legally due, taking account of the service supplied. We do not retrospectively impose a new delivery charge merely because a return drops an order below a free-delivery threshold.

Refunds use the original payment method unless you expressly agree otherwise, with no refund fee. Bank/card processing can take additional time to display funds after we issue them; this does not extend our deadline to process the refund. We do not substitute store credit for a legal refund without your agreement. BACS and cash refunds are arranged securely with you.

6. Business orders and optional cancellation wording

Business-to-business orders follow the separately identified business provisions in our terms. There is no automatic consumer cooling-off period for a genuine business purchase. This does not excuse supplying goods that fail to meet the agreed specification or restrict non-excludable rights.

Optional cancellation notice:
To Snack Culture Limited, 21 Barry Lawson Close, Manchester, M8 9EY, cs@snackculture.co.uk:
I give notice that I cancel my contract for the following goods: [items].
Ordered on / received on: [dates].
Order reference: [SC reference].
Name and address: [your details].
Date: [date].
Signature: [only for a notice sent on paper].