Refund & Returns Policy

Effective Date: January 01, 2024 (Updated for Lovely Foods)

At Lovely Foods, our priority is to provide our community with the freshest, highest-quality world groceries, fresh halal meat, fruit & veg, chilled foods, and international pantry essentials. We want you to be completely satisfied with every order. If any item does not meet our high standards or your expectations, please review our policy below for prompt resolution.

1. Fresh, Chilled, Frozen & Perishable Goods

Due to strict health, hygiene, and food safety regulations, perishable items—including fresh fruits, vegetables, leafy herbs, chilled dairy, frozen items, and fresh halal meat—cannot be returned or sent back physically once delivered or collected.

However, if any perishable item arrives damaged, past its best quality, or defective, we will gladly issue a full refund or store credit. Please notify our customer support team within 24 hours of receiving your delivery or collecting your order.

2. Damaged, Missing, or Incorrect Items

We take great care in hand-picking and packing your orders. In the rare event that an item is damaged during transit, missing from your parcel, or incorrect:

• Contact Us Promptly: Please report the issue within 24 hours of delivery or collection.
• Provide Details: Include your order number, the name/description of the affected item, and a clear photo showing any damage or incorrect packaging.
• Resolution: Upon verification, we will promptly process a refund or replacement for the affected item without requiring you to return the product.

3. Substitutions Policy

To ensure you receive your complete order, if an item is temporarily unavailable, our team may select a suitable alternative of equal or superior quality.

• Customer Choice: You may specify your substitution preferences at checkout or request no substitutions.
• Price Guarantee: You will never be charged more for a higher-priced substitution than the original price of your ordered item.
• Rejection & Refunds: If you are unhappy with any substitution upon delivery or collection, simply notify us, and we will issue an immediate refund for that product.

4. Order Cancellations & Modifications

You can modify or cancel your order prior to the cut-off time before packing and dispatch. To cancel or amend an active order, please call us directly at 01242 502288 or contact us via WhatsApp at +441242 502288 as soon as possible.

Once an order has been picked, packed, or dispatched for local delivery, cancellations cannot be accepted due to the perishable nature of the items.

5. How Refunds Are Processed

We keep refund procedures simple and effortless—no mailing or postal return of goods is required:

• Automatic Credit: Once your refund request is approved, the funds are automatically credited back to your original payment method (Credit/Debit Card, Stripe, or digital wallet).
• Processing Time: Refunds are initiated immediately by our system. Depending on your bank or card issuer, the funds will typically appear in your account within 3 to 5 business days.
• Confirmation: You will receive an email confirmation as soon as the refund transaction has been issued.

6. Contact Customer Support

If you have any questions or need assistance with an order, return, or refund, our friendly support team is here to help:

• Store Name: Lovely Foods
• Address: 275 High St, Cheltenham GL50 3HL, United Kingdom
• Telephone: 01242 502288
• WhatsApp: +441242 502288
• Email: [email protected]

Thank you for shopping with Lovely Foods!