Refund policy

We want you to be happy with your order from No Ordinary Food.

This Refund Policy explains how returns, refunds, damaged orders and cancellations are handled by FOSTER & Co. Brands Ltd, trading as No Ordinary Food.

1. Food Products and Returns

Because our products are food items, we are unable to accept returns of products that have been opened, used, damaged after delivery or where the packaging seal has been broken.

For food safety and hygiene reasons, returned food products must be unopened, unused and in their original sealed packaging.

Nothing in this policy affects your statutory rights.

2. Changed Your Mind?

If you change your mind about an order, please contact us at hello@noordinaryfood.co.uk as soon as possible.

Where your order has not yet been dispatched, we will normally be able to cancel it and issue a full refund.

If your order has already been dispatched, please contact us before returning anything.

Where a return is accepted, products must be:

unopened;
unused;
in their original sealed packaging; and
in a condition suitable for resale.

You will normally be responsible for the cost of returning an unwanted item unless the product is faulty, damaged or incorrect.

Certain food products may be exempt from cancellation or return rights where applicable law permits this, including goods that are liable to deteriorate or expire rapidly.

3. Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty, incomplete or you receive the wrong product, please contact us as soon as possible at hello@noordinaryfood.co.uk.

Please include:

your name;
your order number;
a brief description of the problem; and
photographs of the product and packaging where possible.

We will review the issue and, where appropriate, offer a replacement, refund or other suitable resolution.

You will not be charged return postage where we require you to return a product because it is faulty, damaged or was supplied incorrectly.

4. Missing Orders

If your order has not arrived within the expected delivery timeframe, please contact us at hello@noordinaryfood.co.uk.

We may ask you to confirm your delivery address and allow a reasonable period for the delivery carrier to complete its investigation.

Where an order is confirmed as lost in transit, we will normally offer either a replacement or refund.

5. Incorrect Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If an order cannot be delivered because the address supplied was incorrect or incomplete, we may need to charge an additional delivery fee before resending the order.

Where an undeliverable order is returned to us and a refund is requested, we may deduct the original delivery charge and any reasonable costs incurred, where permitted by law.

6. Refunds

Once a refund has been approved, it will be issued to the original payment method used for the order.

Although we may process a refund promptly, it can take several working days for the refund to appear in your account depending on your bank, card issuer or payment provider.

Original delivery charges will only be refunded where required by law or where the entire order is faulty, incorrect or otherwise eligible for reimbursement.

7. Refunds for Multi-Buy Offers and Bundles

Where an item was purchased as part of a bundle, multi-buy promotion or discounted offer, any refund will reflect the amount actually paid for the relevant product.

If the return of part of an order means the remaining products would no longer have qualified for a promotional discount, we reserve the right to recalculate the refund accordingly, where permitted by law.

8. Promotional and Free Items

If a free product or promotional item was supplied as part of a qualifying purchase, we may require that item to be returned if the qualifying products are returned for a refund.

If the promotional item is not returned, its reasonable value may be deducted from the refund where legally permitted.

9. Products Purchased From Other Retailers

If you purchased a No Ordinary Food product from another retailer, marketplace or stockist, please contact the retailer you purchased it from in the first instance.

Their own returns and refund policy will normally apply.

10. Your Consumer Rights

This policy does not affect your legal rights under UK consumer law.

Products must be as described, fit for purpose and of satisfactory quality.

If a product does not meet these requirements, you may be entitled to a repair, replacement, price reduction or refund depending on the circumstances and applicable law.