Refund policy
Overview
We have a 7-day return and refund policy — strictly for damaged, missing, expired, faulty, or wrong items delivered. The issue must be reported within 7 days of receiving your order, along with your order number, receipt, or proof of purchase.
How to Start a Return
To start a return or refund request, please contact us first at info@brandszone.co.uk before sending anything back. Items sent back to us without first contacting us will not be accepted.
- Inspect your order as soon as it arrives and identify the issue.
- Contact us within 7 days at info@brandszone.co.uk with your order number and evidence.
- We will review your case and provide a suitable resolution.
Damages & Issues
Please inspect your order upon receipt. Contact us within 7 days if:
- Your item arrived damaged or faulty
- You received the wrong item
- An item is missing from your order
- The product is expired
Please provide the following when reporting an issue:
- Order number
- Photos of the product
- Photos of the parcel
- Photos of the shipping label
- Clear proof of the issue
We will review the case and provide a suitable solution.
Delivery & Missing Parcels
Once an order is dispatched, delivery is handled by the courier. If tracking shows your parcel as delivered but you haven't received it, please check the following before contacting us:
- Check with neighbours
- Check safe places or your building reception
- Contact your local delivery office
If the courier confirms the parcel is lost in transit and not delivered, we will investigate and provide a suitable resolution.
Exceptions / Non-Returnable Items
Due to the nature of FMCG products, we do not accept returns or refunds for change of mind, wrong flavour ordered, wrong quantity ordered, or items no longer wanted.
We cannot accept returns for:
- Food products
- Drinks
- Chocolates
- Confectionery
- Grocery items
- Hygiene products
- Household consumables
- Opened or unsealed products
- Used or partly consumed products
- Sale items
- Gift cards
We cannot exchange flavours or products after delivery if the order received matches the confirmed order placed at checkout.
Exchanges
We only offer exchanges if the item received is damaged, faulty, expired, missing, or incorrect. We do not offer exchanges for change of mind or customer ordering mistakes.
Refunds
We will notify you once your case has been reviewed and confirm whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or card provider to process the refund.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@brandszone.co.uk.