Refund policy

Returns and Refund Policy

Cancellations

When shopping online you have the right to a “cooling-off” period of 14 calendar days in the EU (Consumer Contacts Regulations) and up to 30 days in the UK (Consumer Rights Act 2015) whereby you can withdraw from the contract and return your purchases to the seller.  Perishable goods are not covered by these cooling-off periods, as they might not reasonably last as long as the stipulated 14-day or 30-day thresholds. We accept cancellations if a request to cancel the order is made before the day of dispatch. In such instances, a full refund will be debited back to the card that the order was placed on, and we will not charge any administration fee.

Returns

If you wish to return any 'Dry' non-perishable products, please notify us within 24 hours of receiving your delivery by calling us on 01626 859180 or emailing team@devonheaven.co.uk.  Returns must be made at your own cost within 7 days of receiving your delivery.  Please note that we can only accept the return of 'Dry' non-perishable products, we cannot accept returns of any fresh or frozen products such as cream teas.  Returns must be received in their original condition; we can then provide a refund less any delivery charge paid.

Damaged Items

If any items are damaged in transit, please email an image of the damaged product and detail of the problem to team@devonheaven.co.uk, and we will happily replace or refund the affected item/s.

Delayed Perishable Items

Perishable items such as cream and scones are sent by next day courier service and have a 24-48 hour delivery window. If a package is not delivered within the specified time frame, through no fault of your own, we can replace the fresh items free of charge. It is the buyer’s responsibility to make sure that suitable measures are taken to accept delivery. Tracking details are provided to the buyer, to allow delivery instructions (e.g. nominated safe place/neighbour) to be made. By not entering any instructions in the courier's system, you are giving permission for the driver to use their judgement when handling the delivery and are accepting responsibility for this.

Our couriers require accurate address information to be provided to ensure timely delivery. We cannot be held responsible for any delivery delays or non-deliveries due to incorrect/incomplete address details being provided to us. All customers should check their automated order confirmation email carefully and notify us of any errors immediately. If notified of address errors after dispatch, we will do our best to assist, but cannot guarantee a successful timely delivery, or offer free replacement items.