Refund policy

At , we want you to have a positive experience every time you shop with us. Occasionally though, we know you may want to return items and you have the right to cancel the purchase of most items within 14 days. You also have statutory rights where goods are not as described, not fit for purpose or not of satisfactory quality

Cancellation period for online purchases

Above the statutory requirement of 14 days from the date of delivery of your purchase(s) to notify us of a cancellation, for items purchased online. We also operate a 30-day return policy, which means you have 30 days from delivery of your item to request and return the items back to us.

Returning items

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging accompanied with a receipt or proof of purchase.

To start a return, please contact us at returns@bychefgrace.co.uk. Note; a return address will be provided on receipt of your request for a return. 

Return delivery costs are borne by the Buyer, except where the wrong item(s) has been sent to you or are defective, in such case a return shipping label, as well as instructions on how/where to send your package will be provided to you.

Returns are deemed in the care of buyers. You have a legal obligation to take reasonable care of the items while they are in your possession and accept all risks until we receive your item. For added security, we recommend that you return your items either by courier or by tracked post. Items sent back to us without initiating a ‘request a return’ process via emailing the address above will not be accepted.

If you have a query about returning goods. You can always contact us with any questions at returns@bychefgrace.co.uk.

Defective items 

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you have received the wrong item. We are keen to rectify this as a matter of priority and send our apologies. 

In the unlikely event that you receive a defective product, the below options are available within 30 days of receiving the defective item; 

• a repair; or
• a replacement; or
• a full refund.

If you think you have received a defective item, please initiate a return request as outlined above to return the items back to us including details where possible of:

• Your Order Number
• Product Code/Product Name
• Details of the fault
• Whether you would prefer a refund or a repair or replacement
  

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

Exchanges

 The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we have received and inspected your return. We will issue a refund within a maximum of 14 days and confirm it with an automated e-mail. You will be refunded on your original payment method. You should see the refund in your bank account or credit card statement, within a maximum of 7 business days after the refund is issued. However, in certain circumstances refund timeframes may be longer or shorter depending on your bank or building society.

For more information about our refund policies and how long it will take for you to receive your refund. Please contact us at returns@bychefgrace.co.uk.

Other Statutory Rights

You have additional rights in relation to incorrect, damaged, or defective goods. For more information about these statutory rights, please visit Advice guide, a Citizens Advice website at http://www.adviceguide.org.uk/. This link is provided to help our customers find out the rights they have where goods are not as described, not fit for purpose or not of satisfactory quality.