Refund & Exchange Policy
At Hearth & Hungry, we take pride in the quality, safety and freshness of our ready-to-eat meals. Because our products are food items intended for consumption, we have specific requirements for returns, refunds and exchanges to ensure food safety and hygiene.
1. CHANGE-OF-MIND RETURNS
Due to the nature of our products, we do not accept returns or exchanges simply because a customer has changed their mind, ordered the wrong product, does not like the taste, or no longer wishes to keep the product.
For food safety and hygiene reasons, we cannot accept the return of products once they have been delivered to the customer, particularly where the packaging has been opened, damaged or tampered with.
Before you place an order with us, we encourage you to read customer reviews displayed on our website and consider our positive ratings.
2. WHEN WE WILL OFFER A REFUND OR EXCHANGE
We will consider a refund or replacement/exchange where a product is:
- Delivered damaged or materially damaged during transit;
- Incorrectly delivered or different from the product ordered;
- Missing from the order;
- Delivered with a broken, damaged or visibly tampered seal;
- Expired at the time of delivery;
- Found to have a genuine manufacturing or packaging defect;
- Spoiled, contaminated or otherwise reasonably suspected to be unsafe or unsuitable for consumption; or
- Otherwise materially defective or not in conformity with the product purchased.
Where a genuine product or delivery issue is established, Hearth & Hungry may provide a replacement product or a refund for the affected product, depending on the circumstances and availability.
3. REPORTING A PROBLEM
For issues relating to delivery, damaged packaging, missing items or incorrect products, customers should contact us within 24 hours of receiving their order.
For issues concerning product safety, spoilage, contamination, manufacturing defects or other problems that could not reasonably have been identified upon delivery, customers should contact us as soon as reasonably possible after discovering the issue.
To help us investigate and resolve your complaint quickly, please provide the following:
- Your order number;
- Your name and contact details;
- A description of the issue;
- Photographs or video showing the issue;
- Photographs of the product packaging and tin/container;
- The manufacturing date and expiry date; and
- Photographs of the outer delivery packaging, where relevant.
We may request additional information where reasonably necessary to investigate a complaint.
4. OPENED PRODUCTS
For food safety and hygiene reasons, we generally cannot accept the physical return of food products that have been opened or consumed.
However, opening a product does not prevent you from making a legitimate complaint where you discover a suspected manufacturing defect, spoilage, contamination, abnormal product condition or other food-safety or quality issue after opening it.
In such cases, please stop consuming the product and contact us as soon as possible. We request photographs, manufacturing and expiry information or other details to assist with our investigation.
We may ask you to retain the product and its packaging for investigation rather than return it through the normal postal/courier process.
5. REFUNDS
Where a refund is approved, the refund will normally be limited to the amount paid for the affected product(s).
Approved refunds will be processed using the original payment method, where reasonably possible. The time taken for the refund to appear in your account may depend on the payment provider or financial institution.
6. EXCHANGES/ REPLACEMENTS
Where a replacement is approved, Hearth & Hungry will arrange delivery of a replacement product, subject to product availability.
If the same product is unavailable, we may offer an alternative product of comparable value or provide a refund for the affected product.
Customers shall not normally be required to return a food product that has been opened or is suspected of being unsafe.
All refund and exchange requests are subject to review by Hearth & Hungry.
We reserve the right to request reasonable evidence to establish the nature of the complaint.
7. INCORRECT OR MISSING ITEMS
If you receive an item that you did not order, or an item is missing from your order, please contact us within 24 hours of delivery.
After verifying the order, we may:
- arrange for the correct product to be delivered;
- provide a replacement; or
- issue an appropriate refund.
8. DAMAGED PACKAGING
If your order arrives with a visibly damaged tin, container, seal or packaging, please take photographs of the package before disposing of it and contact us within 24 hours of delivery.
Depending on the nature and extent of the damage, we may offer a replacement or refund for the affected product.
9. FOOD SAFETY COMPLAINTS
Your safety is our priority.
If you believe that a Hearth & Hungry product is spoiled, contaminated, unsafe or otherwise unsuitable for consumption, do not consume the product.
Please contact us immediately with your order details and, where possible, photographs of the product, packaging, batch/lot number and expiry date.
We take food-safety complaints seriously and may investigate the relevant production batch where appropriate.
10. CONTACT US
For refund, replacement or product-quality enquiries, please contact us through:
Email: hello@hearthnhungry.com
WhatsApp: 0330-7033083
Please include your order number in all communications concerning an order.
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OUR COMMITMENT
At Hearth & Hungry, we want you to be confident about every meal you purchase from us. While we cannot accept ordinary returns of food products for hygiene and safety reasons, we will always take genuine concerns about damaged, defective, incorrect or potentially unsafe products seriously and work with you to find an appropriate resolution.