The Little Preservatory Ltd.
Returns & Refunds Policy
We want you to be happy with your order. This policy explains your rights regarding cancellations, returns, and refunds when you buy from us online, in accordance with UK consumer law.
Your right to cancel (14-day cooling-off period)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers buying online normally have the right to cancel an order within 14 days of receiving it and receive a full refund.
However, this right does not apply to:
- Food and perishable goods that are liable to deteriorate or expire rapidly
- Goods made to your specification or clearly personalised
- Sealed goods that are not suitable for return for health or hygiene reasons once unsealed
Because the majority of our products are handmade food items, the statutory 14-day cancellation right will not normally apply once your order has been dispatched. This does not affect your rights if a product is faulty, damaged, unsafe, or not as described.
If something is wrong with your order
Under the Consumer Rights Act 2015, goods supplied by us must be: as described; fit for purpose; and of satisfactory quality.
If your order does not meet these standards — for example if an item arrives damaged, leaking, faulty, unsafe, or is not what you ordered — you may be entitled to a repair, replacement, or refund.
What to do
Please contact us as soon as reasonably possible and, where practicable, within 48 hours of delivery. Please include:
- Your order number
- A description of the issue
- Photographs of the product and packaging where relevant
We will review the issue promptly and, where appropriate, arrange a replacement, repair, or refund.
For food items, please do not consume a product you believe to be faulty. We may ask you to retain the product and its packaging for inspection where this is reasonably necessary to investigate a quality, safety, or allergen-related concern.
Damaged in transit
We take great care to package products securely. However, damage can occasionally occur during transit. If a jar, bottle, or other product arrives broken, leaking, or otherwise damaged, please contact us with photographs and we will arrange an appropriate replacement or refund at no additional cost to you.
Allergies and intolerances
Full ingredient and allergen information is provided on each product page before purchase. If you have a food allergy or intolerance and are unsure about any ingredient, please contact us before ordering. If you receive a product that does not match the allergen information provided, please contact us immediately.
How refunds are processed
Where a refund is due, we will process it as soon as reasonably possible and, in any event, within 14 days of agreeing that a refund is owed. Refunds will be made using the same payment method used for the original purchase unless we agree otherwise with you.
Purchases made at markets or through stockists
If you purchased a product directly from us at a market, event, or fair, or from one of our retail stockists, your statutory rights under the Consumer Rights Act 2015 still apply. Please contact us, or the stockist from whom you purchased the product, with proof of purchase and details of the issue.
How to contact us
This policy does not affect your statutory rights. For more information about your consumer rights, visit Citizens Advice.
This policy forms part of our Terms & Conditions of Sale.