Refund and Returns Policy

Last updated: 22 May 2025

1. Our Promise

We want every Graze Social platter, bento‑box and grazing table to arrive in perfect condition. If something goes wrong, we will put it right promptly and fairly.

2. Your Statutory Rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015. If our products are not of satisfactory quality, fit for purpose or as described, you are entitled to a refund, replacement or price reduction.

3. Cooling‑Off & Order Cancellations (Distance Sales)

Under the Consumer Contracts Regulations 2013 there is normally a 14‑day ‘cooling‑off’ period for online purchases. However, this exemption does not apply to perishable food items such as the food we sell at Graze Social

• Before preparation begins – You may cancel for a full refund up to 24 hours before the agreed delivery/collection slot.

• After preparation begins – If you cancel with less than 24 hours’ notice we may retain up to 50 % of the order value to cover costs already incurred.

4. Quality Guarantee & Faulty Goods

If any item is damaged, spoiled, contaminated or otherwise unsafe on arrival, please notify us within 24 hours (or by the stated use‑by time if earlier). We will offer, at your choice:

• a full refund of the affected items,

• a replacement (where practical), or

• an appropriate price reduction.

Requests made beyond 24 hours will be handled case‑by‑case but may be refused if we cannot establish that the fault existed at delivery.

Evidence & Handling

Because food cannot usually be resold safely, we do not ask you to return it. Please:

1. Photograph the issue (e.g. damaged packaging, visible mould, incorrect item).

2. Keep the product refrigerated until we advise whether disposal or collection is required.

3. Quote your order number and delivery date.

5. Allergen & Dietary Errors

If we supply a product that does not match the allergen information provided (e.g. nut traces in a nut‑free box), contact us immediately. We will recall any remaining batches and issue a full refund plus any reasonable out‑of‑pocket expenses.

6. Refund Timescales

Approved refunds are processed to the original payment method within 14 days of agreement. Card issuer processing times are outside our control.

7. Delivery Issues

If a delivery is delayed beyond the agreed window and the products can no longer be used safely (e.g. grazing table for an event), we will provide a full refund or replacement.

8. How to Contact Us

Email:  contact@grazesocial.co.uk
Phone: +44 (0)8398 548 528 (Mon‑Fri 9 am‑5 pm)

We aim to acknowledge all queries within 2 business hours.

9. Escalation & Alternative Dispute Resolution (ADR)

If we cannot resolve your complaint, you may refer it to RetailADR (www.retailadr.org.uk) or seek advice from Citizens Advice Consumer Service.

Graze Social may update this policy to reflect changes in law or best practice. The latest version will always be available on our website.