Refund policy

We want you to enjoy what you buy from us. If something isn't right, get in touch at hello@forgeandfyre.co.uk and we'll sort it out.

This policy sets out both your legal rights and the extra flexibility we offer on top of them. Nothing here affects your statutory rights.

Your right to cancel (14 days)

Because you're buying online, you have a legal right under the Consumer Contracts Regulations 2013 to cancel your order and get a refund, without giving any reason, within 14 days of the day after you receive your goods.

To cancel, just tell us clearly before that 14 days is up — email hello@forgeandfyre.co.uk with your order number and say you'd like to cancel. You can use the cancellation form at the end of this policy, but you don't have to.

Once you've told us, send the goods back to us without undue delay and within 14 days of telling us.

Our 28-day returns window

On top of your 14-day legal right, we voluntarily accept returns of unopened products for 28 days from the day you receive them. Same conditions as below — the item must be unused, unopened and in its original packaging.

Products we can't take back once opened

Our seasonings are sealed for food hygiene reasons. Once that seal is broken, we can't resell the product, so we're unable to accept returns of opened jars where you've simply changed your mind. This is permitted under the Consumer Contracts Regulations 2013 for sealed goods that aren't suitable for return due to health protection or hygiene.

This does not apply if there's something wrong with the product. If an item is faulty, contaminated, past its best-before date on arrival, damaged, or not what you ordered, you're entitled to a remedy whether or not you've opened it. See the next section.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they aren't:

  • Within 30 days of delivery you can reject the item and get a full refund.
  • After 30 days you're entitled to a repair or replacement, and if that isn't possible or doesn't fix it, a refund or price reduction.

Please check your order when it arrives and email us as soon as you spot a problem, with your order number and a photo if you can. We pay the return postage on faulty, damaged or incorrect items — you should never be out of pocket for our mistake.

Sale and discounted items

Your legal rights apply in full to items bought on sale, on promotion or as part of a multi-buy offer. Discounted products are returnable on exactly the same terms as everything else.

Where you bought items as part of a multi-buy offer (for example, 3 or more for £6 each) and you return some but not all of them, we'll refund you based on the price you'd have paid for the items you've kept. If keeping fewer items means the offer no longer applies, the refund is adjusted accordingly.

How to start a return

  1. Email hello@forgeandfyre.co.uk with your order number and what you'd like to return.
  2. We'll confirm the return and give you the address.
  3. Send the item back, well packed enough to survive the journey.

Please don't send anything back before contacting us — we can't process returns we aren't expecting, and we may not be able to identify who sent them.

Return postage

If you're returning something because you've changed your mind, you pay the return postage. We'd recommend a tracked service, as you're responsible for the goods until they reach us.

If the item is faulty, damaged or incorrect, we cover the cost.

Refunds

Once we've received and checked your return, we'll refund you to your original payment method.

  • If you cancelled within the 14-day legal window, we'll also refund the standard delivery charge you paid on the original order. (If you chose a more expensive delivery option, we refund the cost of our standard service.)
  • We'll issue your refund within 14 days of receiving the goods back, or of you showing us proof you've sent them — usually much sooner.
  • We may reduce your refund to reflect any loss in value if the goods have been handled more than was necessary to check them.

Bear in mind your bank or card provider may take a few extra days to show the money in your account. If it's been more than 14 days since we confirmed your refund and you still haven't seen it, email us.

Gift cards

Gift cards can't be returned or exchanged for cash. This doesn't affect your rights in relation to products bought using a gift card.

Exchanges

The quickest way to swap a flavour is to return the original for a refund and place a new order — that way you're not waiting on us.

Model cancellation form

You don't have to use this, but you can if you'd like. Complete and email it to hello@forgeandfyre.co.uk:

To Forge and Fyre Ltd, Tower View, Powderham Road, Newton Abbot, TQ12 1EZ, hello@forgeandfyre.co.uk:

I hereby give notice that I cancel my contract of sale of the following goods:
Ordered on / received on:
Name of consumer:
Address of consumer:
Order number:
Date:

Still stuck?

Email hello@forgeandfyre.co.uk and a human will read it. If we can't resolve things between us, you can get free advice from Citizens Advice.