Returns, Refunds & Cancellation Policy
Returns, Refund & Cancellation Policy – Vaigai Foods Bournemouth
At Vaigai Foods Bournemouth, we are committed to providing high-quality products and a transparent, fair shopping experience. This Returns & Refund Policy outlines your rights and our responsibilities in accordance with UK consumer protection laws.
This policy governs all purchases made from Vaigai Foods Bournemouth (“we”, “us”, “our”). By placing an order, you agree to the terms outlined below.
This policy is drafted in accordance with applicable UK legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, and related guidance on fair trading and commercial practices.
1. Statutory Rights
Nothing in this policy excludes or limits your statutory rights under UK law. Where there is any conflict, your statutory rights shall prevail.
You are entitled to remedies where goods:
-Are not of satisfactory quality
-Are not fit for purpose
-Are not as described
2. Right to Cancel (Distance Contracts)
2.1 Cooling-Off Period
Subject to clause 2.2, you have the right to cancel your order within 14 calendar days from the day you receive the goods.
You must notify us of your decision to cancel within this period.
You then have 14 additional days to return the goods.
2.2 Exemptions from Cancellation Rights
In accordance with UK law, the right to cancel does not apply to:
-Perishable goods (including but not limited to fresh produce, dairy, frozen items)
-Goods with a short shelf life
-Sealed goods which are not suitable for return due to health protection or hygiene reasons, once unsealed
-Goods that have been opened, used, or altered after delivery
-Items liable to deteriorate rapidly
For such goods, refunds or replacements will only be provided if the goods are faulty or not as described.
3. Faulty, Damaged, or Incorrect Goods
3.1 Notification Requirement
You must notify us within 24 hours of delivery if goods are:
-Damaged
-Defective
-Incorrect
Notification must include:
-Order number
-Description of issue
-Clear photographic evidence
Failure to notify within this timeframe may result in refusal of the claim, except where required by law.
3.2 Remedies
Where a valid claim is established, we reserve the right to determine the appropriate remedy, including:
-Replacement of goods
-Refund (full or partial)
-Store credit
We may request return of the goods before issuing a remedy.
4. Returns Conditions
Returns will only be accepted where:
-Authorisation has been granted by us in advance
-Goods are returned within 14 days of approval
-Goods are unused, unopened, and in original packaging
-Goods are in a resaleable condition
We reserve the right to reject returns that do not meet these conditions.
5. Refunds
5.1 Processing
Refunds will be processed within 5–7 business days of approval.
Refunds will be issued to the original payment method, unless otherwise agreed.
5.2 Deductions
We reserve the right to make deductions from refunds where:
-Goods show signs of use beyond what is necessary to inspect them
-Goods are returned in a diminished condition
5.3 Delivery Charges
-Standard delivery charges are non-refundable
Delivery charges will only be refunded where required by law (e.g., faulty goods)
6. Return Costs
-Customers are responsible for return shipping costs unless goods are faulty or incorrect
-We are not responsible for lost or damaged returns during transit
7. Order Cancellation
7.1 Before Dispatch
Orders may be cancelled for a full refund prior to dispatch.
7.2 After Dispatch
Once dispatched:
-Orders cannot be cancelled
-Returns will be subject to this policy and applicable legal rights
8. Risk & Responsibility
Risk in the goods passes to the customer upon delivery.
You are responsible for:
-Proper storage of goods after delivery
-Ensuring perishable goods are handled appropriately
We shall not be liable for deterioration caused after delivery.
9. Refusal of Refunds
We reserve the right to refuse refunds where:
-Claims are made outside required timeframes
-Insufficient evidence is provided
-Goods have been used, consumed, or tampered with
-Damage arises due to customer handling or storage
10. Fair Use & Fraud Prevention
We reserve the right to:
-Monitor return and refund patterns
-Refuse service or refunds in cases of suspected abuse or fraud
-Suspend or terminate accounts engaging in misuse
This includes excessive or repeated refund claims.
11. Pricing, Promotions & Transparency
All pricing, discounts, and promotional claims are presented in compliance with UK regulations concerning:
-Transparency of pricing
-Prohibition of misleading commercial practices
-Proper consent for additional charges
12. Limitation of Liability
To the fullest extent permitted by law:
-We shall not be liable for indirect, incidental, or consequential losses
-Our liability shall not exceed the total value of the order
Nothing in this clause limits liability where it cannot be excluded under UK law.
13. Amendments
We reserve the right to update or amend this policy at any time. The version in effect at the time of purchase shall apply.
14. Contact
All return and refund requests must be submitted through our official customer support channels with full order details.
15. Binding Agreement & Terms Integration
This Returns, Refunds & Cancellation Policy forms an integral part of our overall Terms & Conditions of sale.
By placing an order with Vaigai Foods Bournemouth, you expressly acknowledge and agree that:
-You have read, understood, and accepted this policy in full
-This policy is legally binding and forms part of the contract between you and us
-This policy shall be read in conjunction with our website Terms & Conditions, Privacy Policy, and Delivery Policy
In the event of any inconsistency between this policy and our general Terms & Conditions, the provisions most favourable to compliance with applicable UK law—including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013—shall prevail.
We reserve the right to rely on this policy as evidence of agreed terms in any dispute, including payment disputes, chargebacks, or legal proceedings.
16. Payment Disputes & Chargeback Policy
16.1 Agreement to Contact Us First
By completing a purchase, you agree to contact us directly to resolve any issue prior to initiating a chargeback, payment dispute, or claim with your payment provider.
We aim to resolve all genuine issues promptly and fairly.
16.2 Misuse of Chargebacks
A chargeback or payment dispute may be considered invalid or abusive where:
-The customer has received the goods as ordered
-The claim contradicts this Returns & Refund Policy
-The customer has failed to follow the required returns process
-The issue relates to non-returnable items (e.g., perishable or opened goods)
-False, misleading, or incomplete claims are made
16.3 Evidence Submission
In the event of a chargeback or dispute, we reserve the right to submit evidence to the payment provider, including but not limited to:
-Proof of delivery (including GPS, timestamp, or courier confirmation)
-Order confirmation and payment authorisation records
-Communication history with the customer
-Product descriptions and website disclosures at the time of purchase
-Photographic or video evidence of packing and dispatch
-Acceptance of Terms & Conditions at checkout
16.4 Recovery of Losses
Where a chargeback is found to be fraudulent, abusive, or unjustified, we reserve the right to:
-Recover the full disputed amount
-Recover any associated fees or administrative costs
-Suspend or permanently block the customer account
-Refuse future service
We further reserve the right to pursue recovery through appropriate legal channels where necessary.
16.5 Impact on Customer Account
Customers who initiate unjustified chargebacks may:
-Lose eligibility for refunds, replacements, or store credits
-Be restricted from placing future orders
-Be required to use alternative payment methods for future purchases
16.6 Good Faith Resolution
Nothing in this section limits your statutory rights. Genuine claims will always be handled in accordance with UK law and fair trading standards.
17. Commitment to Fairness & Customer Satisfaction
At Vaigai Foods Bournemouth, we are committed to operating with integrity, transparency, and fairness in every transaction.
While this policy is designed to protect our business from misuse and ensure compliance with UK law, it is equally intended to provide our customers with clear rights, honest communication, and a dependable shopping experience.
We understand that issues may occasionally arise, and we are always willing to work in good faith to resolve genuine concerns promptly and respectfully.
We value your trust and continued support, and we remain dedicated to delivering quality products and reliable service every time you shop with us.
At Vaigai Foods Bournemouth, we are committed to providing high-quality products and a transparent, fair shopping experience. This Returns & Refund Policy outlines your rights and our responsibilities in accordance with UK consumer protection laws.
This policy governs all purchases made from Vaigai Foods Bournemouth (“we”, “us”, “our”). By placing an order, you agree to the terms outlined below.
This policy is drafted in accordance with applicable UK legislation, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013, and related guidance on fair trading and commercial practices.
1. Statutory Rights
Nothing in this policy excludes or limits your statutory rights under UK law. Where there is any conflict, your statutory rights shall prevail.
You are entitled to remedies where goods:
-Are not of satisfactory quality
-Are not fit for purpose
-Are not as described
2. Right to Cancel (Distance Contracts)
2.1 Cooling-Off Period
Subject to clause 2.2, you have the right to cancel your order within 14 calendar days from the day you receive the goods.
You must notify us of your decision to cancel within this period.
You then have 14 additional days to return the goods.
2.2 Exemptions from Cancellation Rights
In accordance with UK law, the right to cancel does not apply to:
-Perishable goods (including but not limited to fresh produce, dairy, frozen items)
-Goods with a short shelf life
-Sealed goods which are not suitable for return due to health protection or hygiene reasons, once unsealed
-Goods that have been opened, used, or altered after delivery
-Items liable to deteriorate rapidly
For such goods, refunds or replacements will only be provided if the goods are faulty or not as described.
3. Faulty, Damaged, or Incorrect Goods
3.1 Notification Requirement
You must notify us within 24 hours of delivery if goods are:
-Damaged
-Defective
-Incorrect
Notification must include:
-Order number
-Description of issue
-Clear photographic evidence
Failure to notify within this timeframe may result in refusal of the claim, except where required by law.
3.2 Remedies
Where a valid claim is established, we reserve the right to determine the appropriate remedy, including:
-Replacement of goods
-Refund (full or partial)
-Store credit
We may request return of the goods before issuing a remedy.
4. Returns Conditions
Returns will only be accepted where:
-Authorisation has been granted by us in advance
-Goods are returned within 14 days of approval
-Goods are unused, unopened, and in original packaging
-Goods are in a resaleable condition
We reserve the right to reject returns that do not meet these conditions.
5. Refunds
5.1 Processing
Refunds will be processed within 5–7 business days of approval.
Refunds will be issued to the original payment method, unless otherwise agreed.
5.2 Deductions
We reserve the right to make deductions from refunds where:
-Goods show signs of use beyond what is necessary to inspect them
-Goods are returned in a diminished condition
5.3 Delivery Charges
-Standard delivery charges are non-refundable
Delivery charges will only be refunded where required by law (e.g., faulty goods)
6. Return Costs
-Customers are responsible for return shipping costs unless goods are faulty or incorrect
-We are not responsible for lost or damaged returns during transit
7. Order Cancellation
7.1 Before Dispatch
Orders may be cancelled for a full refund prior to dispatch.
7.2 After Dispatch
Once dispatched:
-Orders cannot be cancelled
-Returns will be subject to this policy and applicable legal rights
8. Risk & Responsibility
Risk in the goods passes to the customer upon delivery.
You are responsible for:
-Proper storage of goods after delivery
-Ensuring perishable goods are handled appropriately
We shall not be liable for deterioration caused after delivery.
9. Refusal of Refunds
We reserve the right to refuse refunds where:
-Claims are made outside required timeframes
-Insufficient evidence is provided
-Goods have been used, consumed, or tampered with
-Damage arises due to customer handling or storage
10. Fair Use & Fraud Prevention
We reserve the right to:
-Monitor return and refund patterns
-Refuse service or refunds in cases of suspected abuse or fraud
-Suspend or terminate accounts engaging in misuse
This includes excessive or repeated refund claims.
11. Pricing, Promotions & Transparency
All pricing, discounts, and promotional claims are presented in compliance with UK regulations concerning:
-Transparency of pricing
-Prohibition of misleading commercial practices
-Proper consent for additional charges
12. Limitation of Liability
To the fullest extent permitted by law:
-We shall not be liable for indirect, incidental, or consequential losses
-Our liability shall not exceed the total value of the order
Nothing in this clause limits liability where it cannot be excluded under UK law.
13. Amendments
We reserve the right to update or amend this policy at any time. The version in effect at the time of purchase shall apply.
14. Contact
All return and refund requests must be submitted through our official customer support channels with full order details.
15. Binding Agreement & Terms Integration
This Returns, Refunds & Cancellation Policy forms an integral part of our overall Terms & Conditions of sale.
By placing an order with Vaigai Foods Bournemouth, you expressly acknowledge and agree that:
-You have read, understood, and accepted this policy in full
-This policy is legally binding and forms part of the contract between you and us
-This policy shall be read in conjunction with our website Terms & Conditions, Privacy Policy, and Delivery Policy
In the event of any inconsistency between this policy and our general Terms & Conditions, the provisions most favourable to compliance with applicable UK law—including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013—shall prevail.
We reserve the right to rely on this policy as evidence of agreed terms in any dispute, including payment disputes, chargebacks, or legal proceedings.
16. Payment Disputes & Chargeback Policy
16.1 Agreement to Contact Us First
By completing a purchase, you agree to contact us directly to resolve any issue prior to initiating a chargeback, payment dispute, or claim with your payment provider.
We aim to resolve all genuine issues promptly and fairly.
16.2 Misuse of Chargebacks
A chargeback or payment dispute may be considered invalid or abusive where:
-The customer has received the goods as ordered
-The claim contradicts this Returns & Refund Policy
-The customer has failed to follow the required returns process
-The issue relates to non-returnable items (e.g., perishable or opened goods)
-False, misleading, or incomplete claims are made
16.3 Evidence Submission
In the event of a chargeback or dispute, we reserve the right to submit evidence to the payment provider, including but not limited to:
-Proof of delivery (including GPS, timestamp, or courier confirmation)
-Order confirmation and payment authorisation records
-Communication history with the customer
-Product descriptions and website disclosures at the time of purchase
-Photographic or video evidence of packing and dispatch
-Acceptance of Terms & Conditions at checkout
16.4 Recovery of Losses
Where a chargeback is found to be fraudulent, abusive, or unjustified, we reserve the right to:
-Recover the full disputed amount
-Recover any associated fees or administrative costs
-Suspend or permanently block the customer account
-Refuse future service
We further reserve the right to pursue recovery through appropriate legal channels where necessary.
16.5 Impact on Customer Account
Customers who initiate unjustified chargebacks may:
-Lose eligibility for refunds, replacements, or store credits
-Be restricted from placing future orders
-Be required to use alternative payment methods for future purchases
16.6 Good Faith Resolution
Nothing in this section limits your statutory rights. Genuine claims will always be handled in accordance with UK law and fair trading standards.
17. Commitment to Fairness & Customer Satisfaction
At Vaigai Foods Bournemouth, we are committed to operating with integrity, transparency, and fairness in every transaction.
While this policy is designed to protect our business from misuse and ensure compliance with UK law, it is equally intended to provide our customers with clear rights, honest communication, and a dependable shopping experience.
We understand that issues may occasionally arise, and we are always willing to work in good faith to resolve genuine concerns promptly and respectfully.
We value your trust and continued support, and we remain dedicated to delivering quality products and reliable service every time you shop with us.