Effective Date: 14 September 2026
Website: www.avanfoods.co.uk
Email: info@avanfoods.co.uk
Location: Sutton (SM1), United Kingdom

Introduction

This Returns & Refunds Policy explains how AvanFoods handles cancellations, returns, replacements and refunds.

Nothing in this policy affects your statutory rights under UK consumer law.

Because we sell groceries, fresh produce, frozen foods and other perishable products, different return rules may apply depending on the type of product and the reason for the return.

Damaged, Faulty or Incorrect Items

If you receive an item that is:

• damaged;
• faulty;
• incorrect;
• spoiled;
• expired; or
• materially different from what you ordered,

please contact us as soon as reasonably possible at info@avanfoods.co.uk.

For fresh, chilled or frozen products, we recommend contacting us within 24 hours of delivery so that we can investigate the condition of the product promptly.

This 24-hour request does not limit any statutory rights you may have.

Where possible, please provide:

• your order number;
• a description of the problem; and
• clear photographs of the product and packaging.

Depending on the circumstances, we may offer a replacement, refund or other appropriate remedy.

Perishable, Fresh and Frozen Products

Products that deteriorate or expire rapidly, including many fresh, chilled and frozen foods, are generally excluded from the standard 14-day change-of-mind cancellation right for online purchases.

For health, hygiene and food-safety reasons, we therefore cannot normally accept returns of correctly supplied perishable products simply because you have changed your mind.

However, if a perishable item is faulty, damaged, incorrectly supplied or not as described, your statutory rights still apply.

Non-Perishable Products

For eligible non-perishable products purchased online, you may have the right to cancel your order within 14 days of receiving the goods, without giving a reason.

After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.

Please contact us at info@avanfoods.co.uk before returning an item.

You may inspect an item as you reasonably would in a shop. However, where permitted by law, we may make a deduction from the refund if the value of the item has been reduced because it has been handled more than necessary to establish its nature, characteristics or condition.

Sealed Products

Some sealed products may not be suitable for return once opened where health or hygiene considerations apply.

This does not affect your rights if an item is faulty, damaged, incorrect or not as described.

Return Costs

For a change-of-mind return where the customer is responsible for return postage, the customer may be required to pay the return cost where this has been properly communicated.

If an item is faulty, damaged, incorrectly supplied, or where the law otherwise requires us to do so, AvanFoods will cover or reimburse reasonable return costs.

Please contact us before returning goods so that we can provide appropriate instructions.

Refunds for Cancelled Online Orders

For eligible change-of-mind cancellations, refunds will be made in accordance with applicable UK consumer law.

Once returned goods are received, or appropriate evidence of return is provided where applicable, refunds are normally issued within 14 days.

Refunds will normally be made using the same payment method used for the original purchase.

Where the entire eligible order is cancelled, we will also refund the cost of our standard delivery service where legally required. If you selected a more expensive delivery option, any additional premium above the standard delivery cost may not be refundable.

Refunds for Faulty Goods

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

UK consumer law provides specific remedies where goods are faulty, including a short-term right to reject qualifying faulty goods within 30 days in many circumstances. Other repair, replacement or refund rights may apply after that period.

We will not use this policy to restrict any rights you are entitled to by law.

Replacements

Where appropriate and stock is available, we may offer a replacement for an item that is:

• damaged;
• faulty;
• incorrect;
• spoiled; or
• otherwise not supplied as agreed.

If a suitable replacement is unavailable, we may offer a refund instead.

Order Cancellations

If you want to cancel an order, please contact us as soon as possible at:

info@avanfoods.co.uk

For eligible non-perishable online purchases, statutory cancellation rights may apply even after the goods have been delivered.

For fresh, frozen, perishable, specially sourced or other exempt goods, change-of-mind cancellation rights may not apply.

If a perishable or pre-order product has already been sourced or prepared specifically for your order, we may not be able to cancel it unless there is a problem with the product or another legal right applies.

Fresh and Pre-Order Items

Some fresh and frozen products are supplied on a pre-order or availability basis.

If a pre-order item becomes unavailable, we may contact you to offer:

• a suitable alternative;
• a later fulfilment date; or
• a refund for the affected item.

We will not substitute a materially different product without your agreement.

Refused or Failed Deliveries

Customers are responsible for providing accurate delivery details and being available to receive an order where required.

If delivery cannot be completed because:

• nobody is available to receive the order;
• the address supplied is incorrect or incomplete; or
• the delivery is refused without a valid reason,

additional delivery charges may apply if another delivery attempt is required.

For perishable products, a refund may not be available where deterioration results from an unsuccessful delivery caused by circumstances for which the customer is responsible.

This does not affect your statutory rights where the products themselves are faulty or otherwise do not conform to the contract.

Customer Responsibilities

Customers should check orders as soon as reasonably possible after delivery.

Fresh, chilled and frozen products should be stored correctly immediately after receipt.

AvanFoods cannot accept responsibility for deterioration caused by improper handling or storage after successful delivery.

How to Report a Problem

If there is a problem with your order, please contact:

Email: info@avanfoods.co.uk

Please provide, where available:

• your name;
• order number;
• details of the affected product;
• a description of the issue; and
• photographs of the item and packaging.

This will help us investigate and resolve the matter quickly.

Changes to This Policy

We may update this Returns & Refunds Policy from time to time to reflect changes to our business, products, procedures or applicable law.

The latest version will be published on this page with an updated effective date.

Contact Us

For questions about a return, refund, replacement or cancellation, please contact:

AvanFoods
Email: info@avanfoods.co.uk
Website: www.avanfoods.co.uk
Location: Sutton (SM1), United Kingdom

This version is safer than the current one because it distinguishes change-of-mind returns from faulty goods and does not make the 24-hour request look like a loss of legal rights