Returns and Refunds
What is your returns policy?
You have the right to return any non-perishable items for a refund within 14 days of purchase. We will provide a full refund of the goods and original postage (except for any supplementary cost arising if you chose a type of delivery other than the standard delivery offered by us) and excluding perishable foods and items used, altered, or damaged while in your possession. However for the return, you will be liable for the cost of returning the goods to us, according to the current courier rates (2018, DPD at 15.00£) if you wish us to organise the return of the goods, or alternatively you can receive the parcel and then use your own courier/postage service to send it back. To exercise the right to cancel, you must inform us of your decision by a clear statement, by email and within the 14 days of purchase, as illustrated on the following model cancellation form:
To The Tapas Lunch Company Ltd.,Vdepot, Honingham Thorpe Estate, Norwich Road, Colton, Norfolk, NR9 5BZ, [email protected] I hereby give notice that I wish to cancel my contract of sale of the following goods (list of goods or order reference), ordered on (date), received on (date). Customer’s name, address and date of the notice.
When returning goods, please ensure they are packaged well, either in the original packaging or a suitable alternative. We cannot be held responsible for any breakages or damages that occur whilst the goods are in transit back to us.
What about products which are of unsalable quality - i.e., 'faulty'?
Should you receive a faulty product, normally, we'll just ask for a quick photo of the defect to be sent to [email protected] and then you can throw it away and we'll refund or send you a replacement for the item. Obviously, this can't apply if you simply don't like the taste of the product and please bear in mind that taste is a subjective matter - what one person may love, another may consider 'faulty' (e.g., too salty, texture too hard). So there's sometimes a grey area here. Also, please bear in mind that products might taste of look different to similar ones you may have tried in the past or you might not consider as "authentic Spanish", and that would not be grounds for a refund.
What about products that are not 'as described'?
As an online food seller, we have the obligation and desire to represent our products as accurately as possible to our customers, so you can make the best purchasing decisions possible. We do our absolute best to ensure that the information displayed for each product on our website is accurate and up-to-date and try to make as much information from the product label available to you. However, certain aspects of product representation will always be subjective, so if you are interested, please read this article which describes in detail how we try to represent our products, what we can and cannot do, and what types of omissions and/or errors we will consider as 'product not as described' for return or refund purposes, that would not be grounds for a refund.
What about broken or damaged items?
We take every care possible to ensure that your order arrives safely and in one piece. We have developed what we believe to be the best packing techniques and use the most appropriate materials for the job, including strong, double walled boxes and cushioning materials.
If there is any damage, please don't just outright reject the package from the courier. Please accept your order, check it over and then inform us of any damages within 24 hours. We don't require for you to have signed 'damaged' or have rejected the package from the courier. Again, we normally ask for a quick photo to be sent to [email protected] and then we'll sort out a refund or replacement for you.
Will you give me my money back if my order does not get to me the following day or if the courier calls when I am not in?
Unfortunately, as we do not make deliveries ourselves, we are reliant on a courier to get your goods to you. Getting a parcel across the country in 24 hours is not always easy and things can sometimes go wrong. Although we are normally able to achieve a very fast delivery, we cannot guarantee that your order will be with you within a specific timeframe and predicted delivery dates times are estimates only. Although you have the right to cancel, within 14 days of purchase, should your order miss any deadline you might have, you will have to pay for the goods to be brought back to us - at the current courier rates (2018, DPD at 15.00£) before a refund is issued (perishable products excluded).